What NPS Measures
Net Promoter Score asks one question, how likely someone is to recommend you, on a 0–10 scale. Scores of 9–10 are promoters, 7–8 passives, 0–6 detractors. Your NPS is the percentage of promoters minus the percentage of detractors.
Sending a Survey
Send one from any contact profile, or automatically after an order is delivered via CRM Settings > Automation.
Comments
After scoring, customers can leave an optional comment on the thank-you page. Those comments land on the contact's timeline alongside their orders and reviews.
Seeing the Results
- A score tile on the dashboard
- A trend chart on the NPS page showing movement over time
- Individual responses on each contact's profile
Pairing NPS With Review Requests
The most effective setup is to survey first, then ask only promoters for a public review, while detractors get a private follow-up from your team. Turn on the promoter-only control in automation settings.