Question 1

What's NPS and why does it matter?

Accepted Answer

Net Promoter Score: "How likely to recommend us?" 0-6 detractors, 7-8 passives, 9-10 promoters. Simple, benchmarkable, predicts growth. Not perfect, but widely understood.

Question 2

What's a good NPS score?

Accepted Answer

Above 0 is okay, 30+ is good, 50+ is excellent, 70+ is world-class. Varies by industry. Track trend over time more than absolute number. Benchmark against yourself.

Question 3

When should I send NPS surveys?

Accepted Answer

After meaningful interactions: 30 days post-signup, post-purchase, post-support resolution. Don't over-survey. Quarterly for relationship NPS. Mix transactional and relationship surveys.

Question 4

What's the difference between NPS, CSAT, and CES?

Accepted Answer

NPS: overall loyalty. CSAT: satisfaction with specific interaction. CES: effort required to achieve outcome. Each measures different things—NPS is most common for overall health.

Question 5

How do I get higher survey response rates?

Accepted Answer

Keep it short (one question + follow-up). Personalize. Time appropriately. In-app surveys work better than email. Explain how feedback is used. 10-30% response is typical.

Question 6

What should I do with negative feedback?

Accepted Answer

Respond quickly. Thank them. Ask for specifics. Fix individual issues. Look for patterns to inform product. Turn detractors into promoters through recovery.

Question 7

How do I close the feedback loop?

Accepted Answer

Acknowledge receipt. Share what you're doing about it. Follow up when improvements ship. Customers who see action become advocates. Silence after feedback breeds resentment.

Question 8

Should I follow up with promoters too?

Accepted Answer

Yes! Ask for reviews, referrals, testimonials, case studies. Happy customers want to help. Make it easy. Thank them genuinely. Promoters are your growth engine.

Question 9

Which survey tool should I use?

Accepted Answer

Delighted: beautiful, simple, integrations. Typeform: flexible, good UX. Hotjar: combines with behavior analytics. In-app options in Userpilot, Pendo. Match to where you survey.

Question 10

How do I analyze open-ended feedback?

Accepted Answer

Categorize into themes. Track frequency of mentions. Look for emotional intensity. AI tools can help at scale. Verbatims are often more valuable than scores.

Question 11

How often should I run surveys?

Accepted Answer

Relationship NPS: quarterly or semi-annually. Transactional: after each interaction. Don't over-survey—survey fatigue is real. Rotate through customer base.

Question 12

What questions should I ask beyond NPS?

Accepted Answer

Follow-up: "What's the primary reason for your score?" Feature-specific questions if needed. Keep surveys short. One deep survey beats many shallow ones.

Question 13

How do I share feedback with the team?

Accepted Answer

Regular review meetings. Slack channel for real-time feedback. Dashboard for trends. Include in product planning. Connect sales/support to hear customer voice directly.

Question 14

Should I segment NPS by customer type?

Accepted Answer

Yes—NPS varies by segment. Compare by plan, tenure, industry. High-value customer feedback may weight differently. Segmentation reveals actionable insights.

Question 15

How do I turn feedback into action?

Accepted Answer

Categorize by theme. Prioritize by frequency and impact. Assign owners. Track improvements. Report back to customers. Feedback without action is wasted effort.

I need to measure and improve customer satisfaction

About This Problem

You might have this problem if:

Success Looks Like

Relevant For

Recommended Tools

Delighted

Typeform

SurveyMonkey

Hotjar

Userpilot

Wootric

Frequently Asked Questions

Related Problems

I need to identify and prevent customer churn

I need to build a community around my product

I need to track customer health and engagement

Help us improve this page

Stay in the loop