Use case: NPS tracking

NPS Tracking — Net Promoter Score Over Time

The classic "How likely are you to recommend us?" 0–10 scale. Send regularly, segment by segment, and track trend and promoters vs detractors.

Launch NPS survey See pricing

0–10scale

Segmentby cohort

Trendover time

SurveyNinja · NPS Question 1 of 2

How likely are you to recommend us to colleagues?

Definitely not Definitely yes

NPS index

+42

Up +8 this month

18% detractors 22% passives 60% promoters

NPS alert is active

Detractor response forwarded to the team

Follow-up

Where NPS fits

Post-purchase

Send NPS after order or subscription renewal.

Quarterly

Regular NPS waves to track trend.

Dashboards

Score, promoters/detractors and follow-up question.

After support

NPS after ticket closed — see loyalty by support channel and agent.

By segment

Segment by product, plan or cohort. Compare NPS across segments in dashboard.

Detractor follow-up

Automatic follow-up question for 0–6. Alerts so you can reach out before they churn.

How NPS tracking works in SurveyNinja

NPS question

Ready 0–10 NPS template. Add optional follow-up for detractors.

Segments

Segment by product, cohort or period. Compare in dashboard.

Dashboards

Score over time, promoters vs detractors. Export to CSV.

Automation

Trigger via API or send on schedule. Alerts for detractors.

Trends

NPS over time by week and month. See impact of product and support changes.

Export

Google Sheets, CSV, webhook — data where you need it for reporting.

How it works

Create survey

Use NPS template. Add optional follow-up question.

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Send or trigger

Email, in-app or API. Schedule or trigger on event.

View results

Dashboard with score and trend. Set up alerts for low scores.

Frequently asked questions

What is NPS?

Net Promoter Score: one question 0–10 "How likely are you to recommend us?" Promoters 9–10, passives 7–8, detractors 0–6.

How often should I send NPS?

Depends on your touchpoints. Post-purchase, quarterly or after support are common.

Can I segment NPS by cohort?

Yes. Use hidden fields or separate links. Dashboard shows NPS by segment.

Can I get alerted when someone is a detractor?

Yes. Set up webhooks so when score is 0–6 you get a notification and can follow up.

How do I send NPS automatically?

Use API or webhooks when a purchase completes or a ticket closes. Or schedule recurring email.

Can I add a follow-up question for detractors only?

Yes. Use branching: if score 0–6 show "What could we do better?" Open answers help reduce churn.

Other use cases

Customer feedback

Collect feedback after purchase, support or product use. Alerts on low scores

CSAT surveys

Measure customer satisfaction 1–5 after each touchpoint. Track trends

Churn surveys

Learn why customers leave. Auto survey on cancellation or return

Concept testing

Test ideas before launch: logos, names, packaging. A/B with randomization

Employee engagement

Pulse surveys, eNPS, 360. Anonymous, with analytics by department

Market research

Demand analysis, segmentation, pricing research. Data for strategy

Event feedback

QR or link after conference, webinar or training. Rate content and speaker

UX testing

SUS questionnaire, prototype testing, design A/B. No lab needed

Academic research

Survey for thesis or paper. Free, anonymous, export to Excel

Service quality

Ratings after store, office or branch visit. Auto send via QR or link

User onboarding

Short surveys during onboarding. Personalization and lower churn

Post-purchase survey

Send 1–3 days after order. Product and delivery rating. Alert on low score

Product feedback

Feature ratings, priorities, ideas. Embed in product, segment by user_id

Exit survey

Survey when customer or employee leaves. Churn reason, anonymous for HR

Lead qualification

Quiz for lead gen: budget, role, timeline. Branching, pass to CRM, UTM

Training feedback

Rate workshops and webinars: trainer, materials, value. QR at end, anonymous

Launch NPS in minutes

Free trial. Template and dashboards.

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