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NPS

Net Promoter Score with follow-up

The standard 0–10 recommend question, with a different follow-up for fans and for everyone else.

When to send itEvery three to six months to the same customers, or a few weeks after someone's first purchase, once they have had time to use what they bought.

Free plan, no card needed. “Fit it to my business” rewrites the wording with AI for your brand.

The survey

How likely are you to recommend us?

  1. Page 1
  2. 1How likely are you to recommend us to a friend or colleague? · RequiredNPS · 0–10
  3. Page 2
  4. 2What would make it a 10?Be as specific as you like. We read every answer.Shown only when question 1 is at most 8Open text
  5. 3What do you like most about us?Shown only when question 1 is at least 9Open text
  • When question 1 is at most 6, go to the “Thanks for being honest” screen.
End screens
  • Thank you Your answer helps us keep doing what works.
  • Thanks for being honest We read every answer, and we'll use yours to fix what let you down.

Suggested coupon

Suggested couponThanks for your feedback. Here's 10% off your next order.One shared codeOne use per customer. Can't be combined with other offers.

A small thank-you for every customer who finishes, whatever score they give. A shared code is enough here, because NPS goes to existing customers you already know.

Where to send it

  • EmailPaste the link into an email to your customer list from your usual email tool.
  • WhatsAppSend the link in a WhatsApp message or broadcast to customers who have opted in.

When to send it

Net Promoter Score works best as a repeated measure, not a one-off. Send it to customers who have bought from you at least once and had time to use what they bought, then send it again every quarter or half-year. The trend matters more than any single score, so keep the wording identical each time.

Why these questions

The first question is the standard NPS question: how likely is the customer to recommend you to a friend, on a scale from 0 to 10. Keep the wording as it is, so your score can be compared over time and with published benchmarks for your industry. Scores of 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors. Your NPS is the percentage of promoters minus the percentage of detractors, and Hearsay works it out for you in analytics.

The number alone tells you very little. The second question changes with the answer. Anyone who scores 8 or lower is asked what would make it a 10, which turns a vague complaint into something you can fix. Fans who score 9 or 10 are asked what they like most, which tells you what to protect and gives you words to use in your marketing.

The survey has two end screens. Detractors see a short note that you read every answer, so they know their feedback went somewhere. Everyone else sees a thank-you. Both show the coupon, because the coupon rewards finishing the survey, never a particular answer.

What to do with the answers

Read the detractor answers first, ideally the same week. Group them into three or four themes and pick one to fix before the next round. If a detractor left a reference such as an order number in the link, reply to them personally: a quick fix often turns a detractor into a repeat customer.

For promoters, look for repeated phrases. Those are the reasons people buy from you, written in your customers' own words.

Variations

For online stores, the NPS for online stores template adds a question about the last order. For software products, the relationship NPS for SaaS template asks about the product and the team separately.

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