NPS Rating

What It Is

NPS Surveys (Net Promoter Score) measure long-term customer loyalty by asking a single question:
"How likely are you to recommend [brand] to a friend or colleague?"
Customers respond on a scale from 0 to 10 and are grouped into:

• Promoters (9–10)
• Passives (7–8)
• Detractors (0–6)

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

Surveywell automates this for e-commerce and support workflows, turning post-interaction moments into measurable loyalty data.

How It Works

NPS Surveys are automatically triggered after key customer events, like a support ticket closing in Gorgias, an order delivery, or a product return.They're sent via email or embedded in your helpdesk, allowing customers to quickly respond.Surveywell aggregates scores and tracks them over time, helping you identify churn risks and customer advocates.

‍

Key Components

• NPS Question: The core 0–10 question on likelihood to recommend.
• Segmentation: Customers are scored as Promoters, Passives, or Detractors.
• Follow-Up (optional): Ask for a quick explanation to understand the "why" behind each score.
• Automated Timing: Send based on support events (e.g., ticket closed) or order lifecycle events.
• Score Tracking: Easily view trends over time or drill into feedback from each segment.

Implementation Notes

‍

FAQs

Q: What is an NPS score?
An NPS score measures customer loyalty by calculating the difference between Promoters and Detractors.

Q: How do I implement NPS with Surveywell?
You can trigger NPS surveys via Surveywell automations (e.g., after a ticket is closed). Gorgias doesn't offer NPS as a survey type natively, so we're here to fill the gap.

Q: When should I send NPS surveys?
Best practices are to send them after major product milestones, quarterly, or after significant customer interactions.

Q: What's a good NPS score?
Scores above 50 are considered excellent. But benchmarks vary by industry.

Q: Can I combine NPS with other survey types?
Yes, you can complement NPS with CSAT or open-ended follow-ups to get more granular feedback.Q: What is an NPS score?
Net Promoter Score is a loyalty metric based on how likely customers are to recommend your brand. It's a benchmark used across industries.

Q: How do I trigger NPS surveys with Surveywell?
Connect Surveywell to Gorgias, Shopify, or your helpdesk system. You can send NPS automatically after ticket resolution, order delivery, or a custom event.

Q: How often should I send NPS surveys?
We recommend sending them post-purchase or post-support, and running a periodic check-in (e.g., quarterly) to spot long-term trends.

Q: What can I do with NPS results?
Identify churn risk (detractors), reward top fans (promoters), and prioritize follow-up actions. You can also segment NPS by agent, product, or order type.

Q: How is this different from CSAT?
CSAT tracks satisfaction with a single interaction (e.g., a support ticket). NPS tracks long-term loyalty and overall sentiment toward your brand.

‍

‍