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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 Pricing
0–10scale
Segmentby cohort
Trendover time
+42 Detractors 18% Passives 22% Promoters 60%

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

1

Create survey

Use NPS template. Add optional follow-up question.

Start free
2

Send or trigger

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

3

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

CSAT

Satisfaction after touchpoint

Customer feedback

General feedback

Churn survey

Why customers leave

Post-purchase

After order

Launch NPS in minutes

Free trial. Template and dashboards.

Start free

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