The Net Promoter Score (NPS) survey measures user satisfaction with Rocket.Chat. Survey responses help Rocket.Chat:
Improve the product and user experience
Develop and prioritize features aligned with user needs
Gather accurate feedback on what needs fixing and what needs improvement
What users see
A banner displays the question "How likely are you to recommend us to a friend or colleague?" with a scale from 0 to 10. When a user selects a score, a modal opens to collect optional text feedback.
Users can dismiss both the banner and the modal.
How the survey works
NPS surveys are triggered every six months via Rocket.Chat Cloud. The workspace must be registered with Rocket.Chat Cloud; otherwise, the survey is never triggered.
All users in the workspace receive the survey on the same day.
Administrators are notified one month before the survey is rolled out, through an in-app banner and a message from the Rocket.Cat bot. This gives administrators time to turn off the survey before it reaches users.
What data is collected
All feedback received through the NPS survey is anonymous. No personal data is collected.
The following data is transmitted via the statistics collector for each user who participates:
An anonymous but unique hash value per user. The hash is created locally as a SHA256 hash of the combined user ID and NPS ID.
The user ID is a local workspace value per user and is not transmitted outside the workspace.
The NPS ID is a string that identifies the NPS campaign the user is responding to.
The user ID and NPS ID cannot be reverse-identified from the hash.
The user's role (for example, guest or admin)
The user's numerical NPS score (a number between 0 and 10)
An optional comment from the user (for example, "I like the emojis a lot!")
In addition, a workspace ID is transmitted. It is a unique string per workspace and does not indicate who uses the workspace.
Disable the NPS survey
You can disable the NPS survey at any time:
In your workspace, navigate to Manage → Workspace → Settings → General and expand the NPS section.
Toggle off Enable NPS Survey.
Once disabled, the NPS survey remains off until you enable it again.