Survey type
NPS Surveys help e-commerce and support teams gauge long-term loyalty by asking customers how likely they are to recommend the brand after a key moment.
NPS Surveys (Net Promoter Score) measure long-term customer loyalty by asking a single question:
“How likely are you to recommend [brand] to a friend or colleague?”
Customers respond on a scale from 0 to 10 and are grouped into:
Your NPS score is calculated as:
% Promoters − % Detractors
Surveywell automates this for e-commerce and support workflows, turning post-interaction moments into measurable loyalty data.
NPS Surveys are automatically triggered after key customer events, like a support ticket closing in Gorgias, an order delivery, or a product return.They’re sent via email or embedded in your helpdesk, allowing customers to quickly respond.Surveywell aggregates scores and tracks them over time, helping you identify churn risks and customer advocates.
Q: What is an NPS score?
An NPS score measures customer loyalty by calculating the difference between Promoters and Detractors.
Q: How do I implement NPS with Surveywell?
You can trigger NPS surveys via Surveywell automations (e.g., after a ticket is closed). Gorgias doesn't offer NPS as a survey type natively, so we're here to fill the gap.
Q: When should I send NPS surveys?
Best practices are to send them after major product milestones, quarterly, or after significant customer interactions.
Q: What’s a good NPS score?
Scores above 50 are considered excellent. But benchmarks vary by industry.
Q: Can I combine NPS with other survey types?
Yes, you can complement NPS with CSAT or open-ended follow-ups to get more granular feedback.Q: What is an NPS score?
Net Promoter Score is a loyalty metric based on how likely customers are to recommend your brand. It’s a benchmark used across industries.
Q: How do I trigger NPS surveys with Surveywell?
Connect Surveywell to Gorgias, Shopify, or your helpdesk system. You can send NPS automatically after ticket resolution, order delivery, or a custom event.
Q: How often should I send NPS surveys?
We recommend sending them post-purchase or post-support, and running a periodic check-in (e.g., quarterly) to spot long-term trends.
Q: What can I do with NPS results?
Identify churn risk (detractors), reward top fans (promoters), and prioritize follow-up actions. You can also segment NPS by agent, product, or order type.
Q: How is this different from CSAT?
CSAT tracks satisfaction with a single interaction (e.g., a support ticket). NPS tracks long-term loyalty and overall sentiment toward your brand.