Using an NPS Flow to Optimize Your Ratings & Reviews

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6

Alice Muir and Alex Gorius (Growth Consultants at Phiture - Mobile Growth Consultancy) show how to build an NPS flow which enables users to provide feedback through In App Messages, and how to turn those promoter scores into Google Play ratings.

Source:
Using an NPS Flow to Optimize Your Ratings & Reviews
(no direct link to watch/listen)
(direct link to watch/listen)
Type:
Presentation
Publication date:
May 12, 2020
Added to the Vault on:
May 13, 2020
These insights were shared through the free Growth Gems newsletter.
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💎 #
1

First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:
- identify detractors & collect feedback (0 to 7)
- identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)

02:30
💎 #
2

For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.

03:16
💎 #
3

In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.

06:05
💎 #
4

In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.

08:13
💎 #
5

In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns. 

09:18
💎 #
6

To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users. 

12:27
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💎 #
1

First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:
- identify detractors & collect feedback (0 to 7)
- identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)

02:30
💎 #
2

For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.

03:16
💎 #
3

In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.

06:05
💎 #
4

In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.

08:13
💎 #
5

In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns. 

09:18
💎 #
6

To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users. 

12:27
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💎 #
1

First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:
- identify detractors & collect feedback (0 to 7)
- identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)

02:30
💎 #
2

For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.

03:16
💎 #
3

In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.

06:05
💎 #
4

In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.

08:13
💎 #
5

In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns. 

09:18
💎 #
6

To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users. 

12:27
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Notes for this resource are currently being transferred and will be available soon.

Why NPS

Why-NPS.png


Using NPS

[💎 @02:30] First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:

  • identify detractors & collect feedback (0 to 7)
  • identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)


NPS-Flow-Headspace.png


[💎 @03:16] For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.


Apple is stricter than Google Play when it comes to sending users to the App Store after a custom NPS prompt so Headspace leverages a referral feature instead.


[💎 @06:05] In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.


An NPS dashboard (you can build it with Data Studio) allows to gather NPS data over time so you can break it down by free/paid, subscription duration, localization, etc.

NPS-Dashboard-Data-Studio.png


[💎 @08:13] In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.


Using in-app messages for in-app surveys

[💎 @09:18] In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns.

FishBrain.png

Phiture has created a tool for that: Blender.

Frequency and when to ask

You want to think about when is the best time to ask users for a rating.


[💎 @12:27] To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users.


Rating-prompt.png


There is also a Phiture article on NPS.


The notes from this resource are only available to premium members.
↘ At this point, you know what to do ↙
Upgrade Your Plan

Why NPS

Why-NPS.png


Using NPS

[💎 @02:30] First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:

  • identify detractors & collect feedback (0 to 7)
  • identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)


NPS-Flow-Headspace.png


[💎 @03:16] For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.


Apple is stricter than Google Play when it comes to sending users to the App Store after a custom NPS prompt so Headspace leverages a referral feature instead.


[💎 @06:05] In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.


An NPS dashboard (you can build it with Data Studio) allows to gather NPS data over time so you can break it down by free/paid, subscription duration, localization, etc.

NPS-Dashboard-Data-Studio.png


[💎 @08:13] In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.


Using in-app messages for in-app surveys

[💎 @09:18] In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns.

FishBrain.png

Phiture has created a tool for that: Blender.

Frequency and when to ask

You want to think about when is the best time to ask users for a rating.


[💎 @12:27] To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users.


Rating-prompt.png


There is also a Phiture article on NPS.


The notes from this resource are only available to premium members.

The detailed notes taken for a resource are an easy way to see the gems in context to get a better understanding. They also include any relevant visuals from the source.
↘ At this point, you know what to do ↙
Request Access

Why NPS

Why-NPS.png


Using NPS

[💎 @02:30] First ask users how likely they are to recommend your app with an in-app message asking for NPS (0-10) so you can:

  • identify detractors & collect feedback (0 to 7)
  • identify promoters (9 or 10) and ask for ratings (Google Play Store) or referrals outside of the App Store (to comply with Apple)


NPS-Flow-Headspace.png


[💎 @03:16] For users giving a score ≤ 7, you can collect their feedback and insert it as a custom attribute in your CRM tool (e.g. Braze) to form follow-up campaigns.


Apple is stricter than Google Play when it comes to sending users to the App Store after a custom NPS prompt so Headspace leverages a referral feature instead.


[💎 @06:05] In your NPS prompt (in-app message) make sure you use different individual buttons for each score (vs. slider) to avoid confusing/erroneous data and make sure that no option is preselected.


An NPS dashboard (you can build it with Data Studio) allows to gather NPS data over time so you can break it down by free/paid, subscription duration, localization, etc.

NPS-Dashboard-Data-Studio.png


[💎 @08:13] In an older case study for SoundCloud, asking users to rate the app after the NPS showed a 12% increase in their general rating in less than 24h.


Using in-app messages for in-app surveys

[💎 @09:18] In-app messages are sent from your CRM tool and allow you to trigger surveys without an app release and to target per segment. You can then leverage the data to send follow-up campaigns.

FishBrain.png

Phiture has created a tool for that: Blender.

Frequency and when to ask

You want to think about when is the best time to ask users for a rating.


[💎 @12:27] To find the best time to ask users for a rating, build a table that looks at the balance of having right amount of reach, a reasonable amount of annoyance and enough conversion and happiness from users.


Rating-prompt.png


There is also a Phiture article on NPS.