Per product NPS survey

requests-for-comments/2023-10-25-per-product-nps.md

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+Per-product NPS
+
+We would like to run permanent per-product NPS surveys in the PostHog app, for the following paid-for products:
+- Product Analytics
+- Feature Flags
+- A/B Testing
+- Session Replay
+- Surveys
+
+## Why?
+
+- Trend of customer satisfaction, we see how customer satisfaction develops over time. If we find that user satisfaction for a certain product is low or trending down, we can react
+- By asking follow-up questions to explain the score, we can learn which areas of the product in particular need improvement
+- By asking on a per-product basis, we gain more actionable feedback than having a blanket survey for general PostHog usage
+- The customer success team has an additional data point for individual customers if they are happy or not and can react quickly
+- NPS is an industry-known benchmark and allows us to compare ourselves to other products. The scale itself allows for more granularity than the [PMF survey](https://posthog.com/founders/measure-product-market-fit#indicator-2-pmf-survey), which is similarly known, but only offers a 3-point scale
+
+## Setup
+
+- 2-step survey, NPS and open-ended question for feedback
+- Link to draft survey for feature flags: https://app.posthog.com/surveys/018b665b-7396-0000-25ad-59cd7c843b4e
+- Question 1:
+
+  <img width="346" alt="Screenshot 2023-10-25 at 14 28 21" src="https://github.com/PostHog/meta/assets/14750837/5c58d7f9-706f-4407-adcd-0d4571b3f460">
+
+- Question 2:
+
+  <img width="343" alt="Screenshot 2023-10-25 at 14 29 05" src="https://github.com/PostHog/meta/assets/14750837/e2388e9b-0eb5-4749-ad18-00ef3ee2c3f2">
+
+- Thank you: Get a free PostHog sticker (optional):      
+
+    <img width="350" alt="Screenshot 2023-10-25 at 14 29 55" src="https://github.com/PostHog/meta/assets/14750837/5661f99a-e0d3-470e-92ba-d0f3d83d53a8">
+
+  Note: There is a bug with the button, which is why there isn’t a more engaging CTA yet
+
+## Release conditions
+
+- Visitors on any feature flags page (app & eu). I am using the following regex: `https://(app|eu)\.posthog\.com/feature_flags`
+    - Note: Once we have behavioural surveys, we can update the targeting to only show to users who have created a flag / watched 10 recordings / created a survey / created an insight / created an experiment
+- Don’t display to users who have seen another survey in the last 60 days
+- Roll out to a small number of users, e.g. 10%, so that we can track changes over time, rather than asking every user right now. (If we would roll this out to 100%, there is a risk that no user will see another survey for a while, if we keep the ‘survey wait period’ controls
+
+## Blockers / Dependencies
+
+- [Fix long-running surveys issue](https://github.com/PostHog/posthog/issues/17863)
+- [Fix product announcements ↔ surveys issue](https://posthog.slack.com/archives/C034XD440RK/p1698235239337499)
+- If we want to give away a sticker: [Fix link/button in the last step of multi-question surveys](https://posthog.slack.com/archives/C034XD440RK/p1698167499567089)