Customer satisfaction survey with NPS

🎯 The end result

Your NPS every month, unhappy customers' reasons in their own words, an instant alert for every detractor, and which area has the biggest impact on satisfaction.

🧱 Questions

1. 1 "How likely are you to recommend us to your friends?" — "NPS", required
2. 2 "What's the main reason for your score?" — "Long text" With logic, it appears and becomes required only for low scores.
3. 3 "How satisfied were you with each area?" — "Star matrix" Rows: quality, price, support, delivery speed; this feeds the "Key drivers" report.
4. 4 "Branch or purchase channel" — "Dropdown" or "Hidden field" Fill the hidden field through the link so the respondent doesn't see it.
5. 5 "Number for follow-up (optional)" — "Mobile number"

⚙️ Settings

1. 1 The "Logic" tab → "Start from a template" → "Low score → ask why" Or your own rule: if the NPS score is 6 or lower, show the reason box and make it required.
2. 2 The "Settings" tab → "Conditional alerts" → "New alert" When the NPS score is low, an email or SMS goes to the person in charge of support.
3. 3 If you want it anonymous, turn on "Anonymous survey" and remove the phone number question

📤 Publishing and sending

Send the link by SMS or email after each purchase, or use the "Invitations" tab to create personal links and reminders for your customer list; put the QR code on invoices and at the counter.

📊 Which report gives you the answer

The NPS question card shows the actual NPS (between -100 and +100), not the average score. An "Advanced filter" with the condition NPS less than or equal to 6 isolates unhappy customers so you can see what they said in the other questions.

In the "Pro" view, the "Promoter/passive/detractor breakdown" chip and the "Key drivers (importance–performance)" report show which area to prioritize for improvement; "Period comparison" with "This month vs last month" shows significant changes.

🔑 Required plan

Questions, logic, the NPS score and filters are free. The Pro view chips, PDF and instant alerts ("conditional alert") are in the "Pro" plan; SMS alerts and a personal link for each customer from "Business"; "Key drivers" and period comparison ("Research analytics") are in the "Research" plan.