When to send it
Relationship NPS measures how customers feel about your company overall, as opposed to one support ticket or a single release. For a software product, run it on a fixed rhythm, such as every six months, for people who have been paying for at least a couple of months. Skip the first weeks after sign-up, when onboarding feedback is the better question, and avoid sending it straight after an outage or a price change unless that's exactly what you want to measure.
Send it by email to account owners and regular users, or show it inside your app with a website embed or popup from the Embed page (popups are on Pro). If your links can carry the customer's plan, add ?plan= so every answer records which tier it came from.
Why these questions
A single recommend score for a software company mixes two things: the product and the people behind it. A customer may love your support team and still be frustrated by a slow dashboard, or the reverse. So after the standard 0 to 10 question, this survey asks for two separate satisfaction ratings, one for the product and one for the help customers get from your team. The team rating is optional, because many users never contact you, and a forced answer from them would only be noise.
The follow-up depends on the score. Customers who give 8 or lower are asked what you should change first, which pushes for one priority rather than a wish list. Those who give 9 or 10 are asked what they would miss most if they switched tools, which tells you where your real advantage lies. A final question about how the person uses the product separates the account owner who chose you from the colleague who was simply handed a login.
Why there is no coupon
Business customers rarely expect a discount for a two-minute survey, and offering one can make the score look bought. What they do value is evidence that their feedback led somewhere. Close the loop instead: tell them what you changed and why.
What to do with the answers
Compare the product and team ratings for detractors. If both are low, the account may be at risk and deserves a personal conversation. If only the product rating is low, the "change first" answers belong in your roadmap discussion, and the feature priorities template can help rank them. If only the team rating is low, look at response times and handovers between people.
Each response shows the plan from the link and the role the customer picked. A healthy score among daily users alongside a weak one among account owners is an early warning for renewals. For a broader quarterly look at each account, see the customer health check.