# NPS settings

### What is NPS? 

Net Promoter Score (NPS) is a standard metric used to measure customer satisfaction and loyalty. It reflects how likely users are to recommend your event, product, or service to others.

Users are asked a single question:

> “On a scale from 0 to 10, how likely are you to recommend this event to a friend or colleague?”

Based on their response, users are grouped as follows:

* Promoters (9–10): Highly satisfied users who are likely to recommend the event.
* Passives (7–8): Satisfied users who are neutral and less likely to actively promote.
* Detractors (0–6): Dissatisfied users who may negatively impact perception through feedback or word-of-mouth.

The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Scores range from **–100** (all detractors) to **+100** (all promoters). A higher score indicates stronger overall satisfaction.

### Manage your NPS settings

<details>

<summary>Send NPS push message at:</summary>

**Purpose:** Control when users are invited to provide Net Promoter Score (NPS) feedback.

**Input:** Date / time

**Default value:** Empty

**Behaviour:** When configured, a push notification is sent to eligible users inviting them to complete the NPS survey. If no date or time is set, no notification is sent.

</details>

<details>

<summary>Enable NPS encouragement video</summary>

**Purpose:** Reinforce engagement by showing a follow-up video after users submit their NPS score.

**Input:** Boolean (True / False)

**Default value:** False

**Behaviour:** When enabled, a follow-up video is shown after a user submits their NPS response. The content may differ depending on the NPS score submitted.

When disabled, no video is shown and the video configuration settings are hidden.

</details>

<details>

<summary>NPS encouragement video – Promoters</summary>

{% hint style="warning" %}
**Dependency:** This setting is only available when the following setting is enabled:

* Enable NPS encouragement video
  {% endhint %}

**Purpose:** Define the video shown to users who submit a Positive NPS score.

**Input:** Text (Video URL)

**Default value:** Empty

**Behaviour:** When an NPS encouragement video is enabled and a valid URL is provided, users who submit an NPS score of 9–10 (Promoters) are shown this video after completing the survey.

If no URL is provided, the default promoter encouragement video is shown.

</details>

<details>

<summary>NPS encouragement video – Passives</summary>

{% hint style="warning" %}
**Dependency:** This setting is only available when the following setting is enabled:

* Enable NPS encouragement video
  {% endhint %}

**Purpose:** Define the video shown to users who submit a Passive NPS score.

**Input:** Text (Video URL)

**Default value:** Empty

**Behaviour:** When NPS encouragement videos are enabled and a valid URL is provided, users who submit an NPS score of 7–8 (Passives) are shown this video after completing the survey.

If no URL is provided, the default Passive encouragement video is shown.

</details>

<details>

<summary>NPS encouragement video – Detractors</summary>

{% hint style="warning" %}
**Dependency:** This setting is only available when the following setting is enabled:

* Enable NPS encouragement video
  {% endhint %}

**Purpose:** Define the video shown to users who submit a negative NPS score.

**Input:** Text (Video URL)

**Default value:** Empty

**Behaviour:** When NPS encouragement videos are enabled and a valid URL is provided, users who submit an NPS score of 0–6 (Detractors) are shown this video after completing the survey.

If no URL is provided, the default Detractor encouragement video is shown.

</details>

<details>

<summary>Extra form URL</summary>

**Purpose:** Provide an optional follow-up form for users after they submit their NPS response.

**Input:** Text (URL)

**Default value:** Empty

**Behaviour:** When a valid URL is provided, users are shown a link to the external form after completing the NPS survey. This can be used to collect additional feedback or context beyond the NPS score.

If no URL is provided, no additional form is shown.

</details>