At a Glance
This article highlights how to effectively send a post-test questionnaire to your contributors.
Each test concludes with four written questions to be answered by the contributor. If you'd like to include these, you'll need to toggle them on while you build your test plan.
Since the contributor has already stopped the recording by the time they answer these questions, you won't see this portion in your session video.
Here are the four questions:
- What frustrated you most about this site?
- If you had a magic wand, how would you improve this site?
- What did you like about the site?
- How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?
While we provide four default questions, you can edit them as needed, or delete the text entirely to skip this portion of the test.
NPS (Net Promoter Score)
The fourth and final question calculates a Net Promoter Score (NPS) which you will find on your Metrics tab. The NPS is calculated by subtracting the number of "detractors" (ratings of 6 or less) from the total number of "promoters" (ratings of 9 or 10). The difference is multiplied by 100 to obtain a percentage. "Passive" votes (7 or 8) are not factored in.
From the test plan builder, you can edit the phrase "this site" to something like "this app" or "this vendor" in "How likely are you to recommend this site to a friend or colleague (0=Not at all likely, and 10=Very Likely)?" without affecting the score calculation.
Note: Any changes to other portions of the sentence or rating scale will result in no NPS being calculated.
Where to find results?
There are two places where you can find the results of your post-test questionnaire. They are:
- on the main page of your study, under the "Sessions" tab
- and the video player's drop-down menu for "Answers"
Need more information? Read these related articles.
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