There is no automatic migration from NPS Classic (v1) to NPS v2. You will create a new v2 survey, recreate your settings, update your audience targeting, and then disable the classic survey. Your historical NPS data stays intact — v1 and v2 analytics are tracked independently.

This guide walks through each step so you can migrate without losing response data or breaking downstream integrations.

Before you start

Confirm which version you're currently on. Open Experiences > NPS in Studio:

• If you see a single survey with a Dark/Light theme toggle and no font or secondary color options, you're on NPS Classic (v1). URL address is https://studio.appcues.com/nps
• If you see surveys with Primary, Secondary, and Background color pickers and a Font family selector, you're already on NPS v2. URL address is https://studio.appcues.com/nps-v2.

You can run both versions simultaneously during migration — v1 and v2 surveys are independent experiences with their own analytics.

Step 1: Document your current v1 settings

Before creating anything new, record your existing v1 configuration so you can replicate it in v2.

1. Open your v1 NPS survey in Studio.
2. Note the following:
   • Score question text (e.g., "How likely are you to recommend [Product] to a colleague?")
   • Feedback question text
   • Theme (Dark or Light) and Primary Color
   • Audience targeting rules — which segments or user properties control who sees the survey
   • Page targeting — which URLs the survey appears on
   • Frequency settings — how often the survey re-displays and the snooze delay
   • Sampling rate — the percentage of eligible users who see the survey per cycle
3. If you customized label text ("Not likely," "Very likely," "Ask me later") via support, note those values too.

Step 2: Create your NPS v2 survey

1. Go to Experiences > NPS and click Create Survey.
2. Enter a name (internal only — users won't see it).
3. Configure the visual design:
   • Set Primary Color (buttons), Secondary Color (text), and Background Color (survey frame). Map your v1 Primary Color to the v2 Primary, and pick Secondary/Background to match your app's look.
   • Choose a Font family. Select Auto to inherit from your page, or pick a specific font.
4. Customize the survey content:
   • Edit the score question to match your v1 wording.
   • Edit the feedback question to match your v1 wording.
   • Click the labels to edit Not likely, Very likely, and button text (Ask me Later, Submit, Close). In v1 these required a support request to change — in v2 you can edit them directly.
5. Configure snooze behavior by clicking the Ask me later button. You can now track an event or update a user property when someone snoozes.

What's new in v2

Step 3: Configure audience and page targeting

1. Open the Audience tab on your new v2 survey.
2. Recreate your v1 audience conditions — same segments, user properties, or event-based rules.
3. Set page targeting to the same URLs your v1 survey used.
4. Set the frequency cycle and sampling rate to match your v1 settings.

Key difference: In v1, Flows always take priority over NPS — the survey only shows when no Flow is pending. In v2, NPS surveys participate in the weight-based priority system alongside Flows. If your v1 survey was frequently blocked by Flows, you can now increase the v2 survey's priority weight. See Flow Priorities for details.

Step 4: Update downstream integrations

If you send NPS data to external tools, you will need to update your integrations. NPS v2 uses different event names than v1, and not all integrations support v2 yet.

V2 consolidates score and feedback into a single appcues:v2:step_interaction event with a nested surveyResponses array. If your integrations filter by the old v1 event names, they will stop capturing data once you switch.

Supported integrations:

• Salesforce: Supported, but requires the v2 integration card in Studio. The legacy Salesforce integration cannot receive NPS v2 events. Test with a single response after publishing to verify data flows through.
• HubSpot: Supported with the v2 integration card in Studio. The older HubSpot integration does not work with NPS v2.
• Zapier: Supported. Use Custom Event Received as the trigger and filter for appcues:v2:step_interaction events. You'll need to parse surveyResponses to extract the score value.
• Client-side analytics (Segment, Amplitude, Heap, Mixpanel, GA): These receive v2 events by default, but score and feedback values are nested in the payload. Verify your destination is parsing the surveyResponses attributes correctly.

Not yet supported:

• Slack: The native Appcues Slack integration does not support NPS v2 events. Use Zapier as a workaround to route v2 responses to Slack.
• Custom webhooks: Webhooks filter by event name and cannot target specific attributes within appcues:v2:step_interaction, so they cannot isolate NPS responses from other step interactions.

For the full event schema, see NPS Analytics — v1/v2 event mapping.

Step 5: Test the v2 survey

1. Set the sampling rate to 100% temporarily so every eligible user sees the survey.
2. Use the Preview and Test NPS workflow to verify the survey displays correctly and captures a response.
3. Confirm the response appears in Experiences > NPS > [Your v2 Survey] > NPS tab.
4. If you have downstream integrations, confirm the test response arrived in Salesforce / HubSpot.
5. Lower the sampling rate back to your production value before going live.

Step 6: Switch over

Once you've confirmed the v2 survey works end-to-end:

1. Unpublish your v1 survey. Open the v1 NPS survey, go to Settings, and unpublish it. This stops it from being shown to users.
2. Publish your v2 survey. Open the v2 survey and click Publish.
3. Monitor the v2 analytics for the first few days to confirm response volume matches expectations.

You do not need to delete the v1 survey. Unpublishing it is sufficient — it stops displaying to users and its historical data remains accessible in the v1 analytics dashboard.

FAQ

Will I lose my historical NPS data?
No. V1 and v2 surveys have separate analytics. Your v1 score history, response breakdown, and individual responses remain available in the v1 survey's analytics page even after you unpublish it.

Can I run both v1 and v2 at the same time?
Yes, but only during a transition period. Running both simultaneously means some users may see the v1 survey and others the v2, which can complicate your score tracking. Keep the overlap window short.

Why am I seeing more "Survey Seen" events per user than expected?
In NPS, a "Survey Seen" event fires each time the survey renders on screen. If a user navigates away from the page and returns before completing or snoozing the survey, the survey re-renders and fires another event. This is expected behavior — it does not count as an additional "impression" against the snooze. If you're building BI dashboards, deduplicate by using the completion event (appcues:nps_score) rather than "Survey Seen" for response counting.

Do I need to update my Appcues SDK or Chrome Extension?
No. NPS v2 works with the same SDK and Chrome Extension versions that support v1. No installation changes are required.

My v1 labels were customized by support. How do I replicate them in v2?
In v2, you can edit all labels directly in the editor — click on "Not likely," "Very likely," or any button text to change it. No support request needed.