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Use case: NPS survey

NPS Survey — Measure and Track Net Promoter Score

The classic 0–10 question "How likely are you to recommend us?". Ask it after key moments, compare survey waves and see promoters, passives and detractors in the report.

Launch NPS survey See pricing
0–10scale
Segmentby cohort
Reasonsfollow-up question
SurveyNinja · NPS Question 1 of 2
How likely are you to recommend us to colleagues?
0
1
2
3
4
5
6
7
8
9
10
Definitely not Definitely yes
Next
NPS index
+42
214 responses
18% detractors 22% passives 60% promoters
+
New answer: 4 of 10
Reason: delivery took too long
Follow-up

Where NPS fits

Post-purchase

Send NPS after order or subscription renewal.

Quarterly

Regular NPS waves you can compare with each other.

Report

Score, promoters, passives and detractors, plus answers to the follow-up question.

After support

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

By segment

Pass the product, plan or cohort in a hidden field and filter the report by it.

Detractor follow-up

A follow-up question shown only for scores 0–6, so you know what to fix before customers leave.

How NPS surveys work in SurveyNinja

NPS question

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

Segments

Pass the segment in a hidden field or use a separate link for each one, then filter the report.

Report

The NPS score with the share of promoters, passives and detractors. Export to CSV or XLSX.

Automation

Send the link from your own system after an order or a closed ticket. Each answer can go on to a webhook or Zapier.

Waves

Run the survey again each quarter and filter the report by period to compare the waves.

Export

Send answers to Google Sheets or a webhook, or download CSV and XLSX for your reports.

How it works

1

Create survey

Use NPS template. Add optional follow-up question.

Start free
2

Share

Send the link by email or in chat, show it on your website or embed it in your app.

3

View results

The report shows the score and the reasons behind it. Start with the open answers of detractors.

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. Pass the cohort in a hidden field (Basic and above) or use a separate link for each segment, then filter the report.

Can I get an alert when someone is a detractor?

Every answer can go to a webhook or to Zapier. Add a Zapier filter for scores 0–6 and send yourself an alert. Zapier and webhooks work on Basic and above.

How do I send NPS automatically?

Add the survey link to the emails your system already sends after a purchase or a closed ticket. A hidden field passes the order or customer ID, and a webhook or Zapier sends each answer on to your CRM. Hidden fields and webhooks are available on Basic and above.

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.

How do I create an NPS survey?

Pick the NPS template or add an NPS question to a new survey, then ask a follow-up such as "What is the main reason for your score?" Publish it and share the link. The report counts the score, promoters, passives and detractors for you. The Free plan is enough to start: 50 surveys and 100 responses a month.

Can I add an NPS survey to my website?

Yes. Show it as a website survey on the pages you choose, open it in a pop-up or embed it in a page. Website surveys work on every plan, including Free.

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. Options in random order

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, click tests. 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. NPS template and report.

Start free