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NPS

NPS for online stores

The 0–10 recommend question for shops, plus a quick check on the last order so you can tell a weak store from one bad parcel.

When to send itOne to two weeks after an order is delivered, once the customer has used what they bought and can judge the shop as a whole.

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

The survey

Would you recommend our store?

  1. Page 1
  2. 1How likely are you to recommend our store to a friend? · RequiredNPS · 0–10
  3. Page 2
  4. 2How did your most recent order go? · RequiredEverything went well · Delivery was slow · Something was wrong with the product · Ordering on the website was difficult · Something else went wrongMultiple choice
  5. 3Sorry to hear that. What happened?A sentence or two is plenty.Shown only when question 2 isn’t “Everything went well”Open text
  6. Page 3
  7. 4What's the main reason for your score?Optional, but it's the part we read most closely.Open text
  • When question 2 isn’t “Everything went well”, go to the “Sorry your order wasn't right” screen.
End screens
  • Thank you It helps us know what to keep doing.
  • Sorry your order wasn't right Thanks for telling us. We'll use your answer to fix what went wrong.

Suggested coupon

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

Every customer who finishes gets the same code, whatever their score. A shared code is fine here because the link only goes to people who have already ordered.

Where to send it

  • Order emailAdd the link to your delivery or follow-up email, or to the Shopify order email from the Integrations page, so the order number comes with each answer.

When to send it

For an online store, the best moment for this survey is a week or two after an order has been delivered. By then the customer has unpacked it, used it a little and formed a view of your shop as a whole, not just of the parcel. If your volume is low, send it after every delivered order. If you already run a first order check-in for newcomers, send this one from the second order onwards. On Shopify, add the link to your order email from the Integrations page: the order number then travels with each answer as ?ref=, so you can find the order behind a low score.

Why these questions

The opening question is the usual 0 to 10 recommend question, reworded to say "our store" so customers think about the shop rather than one product. Hearsay sorts the scores into promoters (9–10), passives (7–8) and detractors (0–6) and calculates the result in analytics.

The second page is what makes this version useful for a shop. It asks how the most recent order went, with a short list of the usual culprits: slow delivery, a problem with the product, a fiddly checkout. A low score often has a simple cause in one bad order, and this question separates "I don't like your products" from "my parcel turned up a week late". Anyone who picks a problem gets a box to describe it.

The last question asks for the main reason behind the score, in the customer's own words. It's optional, yet it's where the most quotable sentences come from.

Customers who reported a problem with their order land on a separate end screen that apologises and promises the answer will be used. Everyone else sees a plain thank-you. Both screens carry the same 10% code, because it pays for the customer's time and has nothing to do with how high they scored you.

What to do with the answers

In the responses list, read each detractor's score next to what they said about their last order. If detractors cluster around delivery, the fix sits with your courier or your dispatch times, not your product range. If they cluster around the product, look for one item or size that keeps coming up. Where an answer carries an order number, open that order and write to the customer yourself.

Follow the score month by month rather than reacting to a single week. For a closer look at individual purchases, pair this with purchase satisfaction (CSAT). For the standard version without the order question, use NPS with follow-up.

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