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Pop-up best practice

Intro

These best practices give a generic overview of what to take into consideration when you want to prompt your visitors on a webpage with a survey.

By carefully managing the frequency and timing of your pop-up surveys, you can ensure that you gather valuable feedback in a way that respects your visitors’ experience and encourages them to participate rather than driving them away.

The pop-up is limited to the HTML attributes it supports, but in general, webpage builder software supports a variety of customization options, allowing you to manage pop-ups, that are both effective in terms of visitor engagement.

Read more about the different HTML attributes you can use to manage the nps.today pop-up here.

Timing of the Pop-Up

All use cases are different; therefore, we recommend taking your webpage data into consideration when deciding when you want the survey prompt to happen.

Avoid immediate pop-ups

Don’t display the survey as soon as a visitor lands on the site. Give them some time to engage with your content. A common practice is to trigger the survey after the visitor has spent a certain amount of time on the site (e.g., 30 seconds to 2 minutes) or has interacted with a specific number of pages.

A use case could be if:

  • A visitor has spent more than 30 seconds on your webpage - attribute: display-delay-milliseconds=“30000”
  • Or if the visitor has had page views - attribute: display-threshold-page-views=“3”

Analyzing how visitors interact with your site is always a good idea. Metrics like average time on page, bounce rate, and page views per session can indicate how engaged visitors are. If visitors typically spend several minutes on a page or navigate through multiple pages, it may be appropriate to set the survey pop-up to appear after they've demonstrated a certain level of engagement.

Visitor action triggers

Identify key conversion points on your website, such as after a purchase, sign-up, or completion of a contact form. Triggering a survey following these interactions can provide insights into the visitor experience and satisfaction at critical moments. This timing is beneficial because visitors are already engaged and might be more inclined to provide feedback.

A trigger could be when a visitor has placed an order on your webpage, the visitor will get prompted with a survey asking about the experience of the order process.

Info

The possibility of setting this up depends on the platform your webpage is built on and the features it supports.

Scroll-Based Triggers

Trigger the pop-up when the visitor has scrolled through a certain percentage of the page. Common practice is to set the trigger at 50% to 70% scroll depth. This suggests that the visitor has read or at least skimmed through much of the content on the page. This method is often preferred because it directly measures engagement with the page content.

Info

The possibility of setting this up depends on the platform your webpage is built on and the features it supports.

Frequency of Display:

Cookies

To avoid showing the survey too frequently, a cookie is used to store information about the visitor. This cookie is used to decide if the survey should be prompted again for a set period (e.g., 30 days).

If set to 30 days (attribute: cookie-expiration-days=”30”), cookies will be deleted after 30 days, and the survey will then be prompted to the visitor if your webpage is visited again.

Read more information about cookies on our pop-up here.

Survey Design and Length

Keep it short

Visitors are more likely to complete shorter surveys as they are on your webpage to do other things. You also have an incentive to not distract your visitors from finding valuable information about your company.

Aim for 1-3 questions if possible. This could be:

  • Rating based question (0-10 rating)
  • Reason based comment (text)
  • Reason based tag (categorization)

Clear and simple questions

Make sure your questions are easy to understand and respond to. Complex or ambiguous questions can deter visitors from completing the survey.