How to create a NPS and CSAT Survey

Overview

NPS (Net Promoter Score) and CSAT (Customer Satisfaction) help you understand how learners feel about your courses—without exporting survey data or calculating results manually. Once configured, NovoEd automatically identifies your designated survey question and calculates the appropriate metric, giving you immediate insight into learner satisfaction directly within Survey Analytics.

Permissions:

Course Admin with Course Builder Permissions

Best Practices

Use NPS and CSAT analytics to:

• Measure overall learner satisfaction in a standardized way

• Monitor satisfaction trends over time

• Compare learner sentiment across cohorts

• Eliminate manual spreadsheet calculations and reporting

Note: You can configure one NPS question and one CSAT question per survey. Eligible questions must use the correct Likert scale:

• NPS: 0–10 Likert scale

• CSAT: 1–5 Likert scale

How to Create a NPS and CSAT Survey:

1. Sign into NovoEd as Course Admin.

2. From your Course Admin Dashboard click on the desired course. This will bring you to the course homepage.

3. Click the 🔧 (wrench) menu icon at the right hand corner of the course.

4. Choose "Analytics". You will then be brought to the Course Analytics Dashboard.

5. Select the Surveys & Quizzes tab.

6. Open the survey you want to analyze.

7. Click Configure NPS/CSAT.

8. Under Configure NPS / CSAT. Select your Survey for NPS or CSAT

   1. Note: NPS and CSAT Survey can be created before setting it up in Course Analytics.

9. Save your configuration.
   

Walk Through:

Viewing Results:

After configuring your survey, NovoEd automatically calculates and displays your results.

Depending on the survey type, you'll see:

NPS

• Overall NPS score

• Promoter, Passive, and Detractor breakdown

• Color-coded score indicator

CSAT

• Overall CSAT percentage

• Distribution of responses across the 1–5 scale

• Color-coded satisfaction indicator

Results are also available in Comparing Cohort Analytics and Pre/Post Survey Analytics when applicable.

Note: Analytics are not generated instantly. After learners submit survey responses, allow approximately 15 minutes for results to appear in Survey Analytics.