In-App Canvas NPS Survey FAQ

This document answers some of the most common questions about using the in-app NPS survey in Canvas.

 

 

What is NPS?

NPS stands for Net Promoter Score, which is a common metric used in customer experience programs. An NPS score measures customer loyalty by looking at the likelihood of recommending a given business.

How is NPS calculated?

An NPS score is measured with a single-question survey and reported with a number ranging from -100 to +100, where a higher score is desirable. To calculate an NPS score, the percentage of Detractors are subtracted from the percentage of Promoters. For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, your NPS score would be 70-10 = 60.

How likely are you to recommend [product] to a friend or colleague survey questionHow likely are you to recommend [product] to a friend or colleague survey question

What is the NPS follow up question?

Depending on the score selected, users are provided with the following question:

  • 9-10: Thank you for your feedback! Could you share more about the reasoning for your score?
  • 7-8: Is there anything we could do differently to improve your experience [with product]?
  • 0-6: What is the most important thing we could do differently to improve your experience [with product]?

Can I see an example of the in-app NPS survey and how it will present itself in the various products?

Preview the new In-App NPS Survey.

Why is in-app NPS survey important to Instructure?

  • Proactively gathers user feedback: in-app NPS surveys provide a direct and convenient way to collect user sentiment, allowing Instructure to understand user perceptions in real-time.
  • Measurable user sentiment: in-app NPS survey scores and accompanying qualitative feedback reveal the overall level of customer satisfaction and loyalty.
  • Identifies areas for improvement: by analyzing feedback from Detractors and Passives, Instructure can pinpoint specific pain points and areas where the product experience needs enhancement.
  • Enhances product experience: acting on In-app NPS survey insights leads to improvements in product usability, functionality, and overall value.

How will in-app NPS survey data and comments be used by Instructure?

In-app NPS survey data and comments will be used by the product team to:

  • Track overall customer satisfaction and loyalty trends
  • Identify specific product strengths and weaknesses
  • Prioritize product improvements and feature development
  • Inform product strategy and roadmap decisions
  • Measure the impact of product changes on user sentiment

Who at Instructure manages in-app NPS survey data and comments?

Product Operations + Analytics, Product Management teams & Customer Success.

Will Instructure share, sell, or distribute in-app NPS survey data to outside agencies or individuals?

No. The Informed Consent policy is linked on the first page of the in-app NPS survey. 

Will I be able to access in-app NPS survey data and comments?

Yes, ask your Customer Success Manager (CSM) for in-app NPS survey data and comments once a quarter.

Which Instructure products have in-app NPS surveys?

  • Canvas LMS
  • Mastery Connect

Where will in-app NPS surveys be located in Instructure products?

  • Canvas: the Dashboard page 
  • Mastery Connect: home page, Admin Analytics page, and the tTacker page (only displays on the tracker if launched through Canvas)

Which users are the in-app NPS surveys distributed to?

All users EXCEPT for students. If a user is a student in ANY context within the app they are being surveyed in, they will NOT get a in-app NPS survey.

What is Instructure’s sampling methodology for in-app NPS surveying? How often will an in-app NPS survey be presented to a user? Is there an in-app NPS survey calendar?

  • Sampling Methodology: Instructure employs a randomized sampling methodology to ensure a representative sample of users is surveyed. Approximately 1/365th of the eligible user population (all non-student users) are presented with the survey each day.
  • Survey Frequency: a user is only presented with the in-app NPS survey once every 365 days within a given application (i.e. once a year in Canvas and once a year in Mastery Connect).
  • Survey Calendar: Due to the randomized daily sampling approach, a specific survey calendar is not provided to customers. Instead, Instructure focuses on communicating the overall survey frequency (once per year) and the steps taken to minimize disruption.

How do users dismiss an in-app NPS survey if they elect not to participate?

To dismiss an in-app survey, a user can click Dismiss or exit out of the survey. When dismissed the user's 14-day eligibility period that is triggered once every 365 days is concluded. Navigating to another page will not cause it to retrigger.  

To opt-out permanently (per-product), users can select the Permanently Opt-Out option.

Preview the new In-App NPS Survey

Can I opt my institution out of receiving in-app NPS surveys?

Yes, to opt your institution out of in-app surveys contact your Customer Success Manager.

Will in-app NPS survey timing align with regional academic calendars, particularly avoiding peak periods like exams, academic term/semester/year major dates?

Due to the complexities of aligning with the wide variety of academic calendars globally, achieving perfect timing is difficult. However, Instructure is committed to respecting your time and ensuring a minimally disruptive experience. This is achieved through:

  • Preventing interference with essential tasks by strategically displaying the in-app NPS survey in Canvas only on the Canvas Dashboard. In Mastery Connect, the in-app survey only displays on the Mastery Connect Home page, Admin Reporting page if launched from within Canvas, and the Mastery Connect Tracker if launched from within Canvas.
  • Users retain full control and can easily dismiss the In-app NPS survey, with no repeated prompts during their current session.
  • The in-app NPS survey is presented with a considerate frequency, limited to a maximum of once per user per year for each application.

What data is collected from respondents? Will any of the data include PII? Will the data be anonymized?

Instructure associates a user’s institution and role to their response as well as any account-level metadata and associated product usage. This data is anonymized in that users are only identified using their Canvas/Mastery Connect hashed userID to ensure users are only surveyed once a year. No PII is associated with a user’s response.

Who will the in-app NPS survey messaging say it is coming from? How is Instructure ensuring that users know the survey is from Instructure and not their school?

  • The in-app NPS survey displays the Instructure logo and branding to make it clear that the survey is from Instructure. These visual cues are designed to differentiate the survey from any institutional communications and ensure users understand that the feedback is being collected by Instructure.
  • Instructure has adopted new technology that changes the In-app NPS survey from being displayed as a Global Announcement to a slide out tray. This visual cue differentiates the survey from being a campus announcement to a prompt from Instructure.

Is the in-app NPS survey accessible?

The in-app NPS survey has undergone internal accessibility QA review to ensure it meets accessibility standards. This review aims to ensure the survey is usable by all users, including those with disabilities, adhering to relevant accessibility guidelines.

Are there any other questions besides the in-app NPS survey question and the follow up question?

No, the in-app NPS survey consists solely of the core NPS question and the single, dynamically presented follow-up question. This brevity is intentional to maximize response rates and minimize user disruption.

Are the in-app NPS surveys translated?

Yes. We will translate to all Canvas languages based on the user’s Canvas language setting.

Last update: 2025-05-20

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