Setting Up NPS Surveys

Updated Dec 15, 2025

Measure customer loyalty with Net Promoter Score surveys.

What is NPS?

NPS (Net Promoter Score) measures customer loyalty by asking: "How likely are you to recommend us?" Customers respond on a 0-10 scale and are categorized as:

Promoters (9-10): Loyal enthusiasts
Passives (7-8): Satisfied but not enthusiastic
Detractors (0-6): Unhappy customers

Your NPS score is calculated as: % Promoters - % Detractors

Enabling NPS Surveys

Go to Settings > Surveys
Click the NPS tab
Toggle Enable NPS to turn on surveys
Configure trigger and timing settings
Click Save changes

Trigger Options

Choose when NPS surveys are sent:

Periodic (Every X days): Send surveys on a regular schedule.

Example: Every 90 days, send an NPS survey to customers who've had recent conversations

Conversation-based (Every X conversations): Send after a certain number of resolved conversations.

Example: After every 5 conversations with a customer

Configuration Options

Trigger Value: The number of days or conversations (depending on trigger type).

Expiry (days): How long the survey link remains valid. Default is 14 days.

Survey Question: The question shown on the survey (default: "How likely are you to recommend us?")

Thank You Message: Message shown after submission.

CSAT and NPS Together

If you enable both CSAT and NPS surveys, configure how they interact:

NPS Priority: NPS surveys take precedence over CSAT.

CSAT Priority: CSAT surveys take precedence over NPS.

Cooldown-based: Set a minimum number of days between any surveys to avoid survey fatigue.

Availability

NPS Surveys are available on Standard plans and above.