NPS with its change
See NPS split into promoters, passives and detractors, for everyone and for each device, with the change from the period before.
Customer success and support
Hear every customer, and reach the ones at risk first
Ask customers how it's going in your product, by email and after a support case. Usertick reads every answer for its urgency and the customer's risk, and puts it in front of the account owner in HubSpot, Zendesk or Slack.
Customer success runs on early signals
By the time a renewal is lost, the signs were usually there: a low score, a frustrated comment, a support case that went badly. A customer success team needs those signs while there is still time to act, and in the tools it already works in.
With Usertick, NPS, CSAT and CES surveys run where customers are: inside your product for signed-in users, in a quarterly email, and behind a link in a support reply. From Starter, every answer arrives with the customer's name, plan and company from your app.
The AI reads each answer for its urgency and the customer's risk, from healthy to about to leave, and workflows send the ones that need attention to the account owner. Results and dashboards show the scores, and a weekly report keeps the team up to date.
- Plans
- NPS, CSAT and CES, Results and AI reading on every plan, the free plan included
- Channels
- In your product, by email, behind a link in a support reply
- Signals
- Urgency and customer risk read from every answer with something written
- Follow-up
- Slack, alerts, HubSpot, Zendesk and Intercom on every plan
Check in where customers are
A steady rhythm of short check-ins, at the moments that shape the relationship.
A quarterly NPS by email
Send NPS to your customer list every quarter, with the scale inside the message. One tap opens the follow-up question with the score kept.
Inside your product
Ask signed-in customers inside the app, and pass their plan, company and seats with Usertick.identify(), so every score belongs to an account.
After a support conversation
Open a rating when a chat on your site ends, or add the survey's link to your help desk's closing message, tagged with its source.
Before a renewal
Your app tells Usertick when a customer opens the renewal page, and a short check-in asks what has to be true for them to stay. Starter and above, and 1 survey on Free.
The scores your team reports on
NPS, CSAT and CES, each against the period before.
Every score on one page
Results shows NPS, CSAT and CES side by side for the survey, and a dashboard can track them against a goal for the quarter.
See who sounds ready to leave
Every answer with something written is read for its urgency and the customer's risk: healthy, at risk or about to leave. The inbox shows the reading beside each response, the weekly reading on Results says how many customers sound ready to leave, and a teammate can correct any reading.
Put every signal in front of the right person
Workflows route each answer by its score, its reading or the customer's plan.
Urgent answers in Slack or Teams
Post answers with high urgency or a customer about to leave to the success channel, with buttons to assign them. Every plan.
The score on the HubSpot record
Write the latest NPS, CSAT and CES and their reading to the contact, and add a task for the account owner. Every plan, with the task from Starter.
A ticket for a support follow-up
Open a Zendesk ticket with the answers as an internal note and the customer as the requester. Every plan.
An alert when scores slip
Set a line for NPS, an average score or urgent responses, and post once it is crossed. Every plan.
A weekly report for leadership
Send a survey or a dashboard as a PDF to email, Slack or Teams every week. Pro and above.
Works with the tools success and support teams use
Send every answer to your CRM, your help desk and your team chat, so the account owner sees it where they already work.
See all integrationsHow customer success teams start with Usertick
Four steps from the first check-in to answers in your CRM.
- 1
Know who is answering
Add the script tag to your app and call Usertick.identify() with each user's ID, plan and company.
- 2
Set a rhythm
Start from NPS, Quarterly check-in or Support follow-up, and bring each back on a schedule, such as every 90 days.
- 3
Route the signals
Add a workflow that posts urgent answers and customers about to leave to Slack, and writes every score to HubSpot.
- 4
Report on it
Build a dashboard with NPS, CSAT and CES, and send it to the team every week.
How success teams use feedback to keep customers
Six habits that turn scores into saved accounts.
- 01
Follow up within a day
A detractor who hears from a person the next day is easier to keep than one who hears nothing.
- 02
Read the words before the score
Two customers can both give a 6. What they wrote tells you which one is about to leave.
- 03
Keep a steady rhythm
Ask on the same schedule every quarter, so each score compares with the last.
- 04
Ask after support cases
A support case that went badly is the earliest warning you get. Rate every one.
- 05
Give every answer an owner
Assign answers to account owners, and track them from Open to Resolved.
- 06
Tell customers what changed
When feedback leads to a fix, tell the customers who asked, so they see their answers lead somewhere.
Templates and questions for customer success
Start from a template written for check-ins, support and renewals, and change any question.
Templates
Browse all templatesNPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
RetentionQuarterly check-inA short quarterly check on how the relationship is going, the value customers get and what to focus on next. Send it by email at the start of each quarter.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
RetentionCustomer health checkSpot customers who might leave before they do: how often they use you, how well you solve their main problem, whether they are looking at alternatives and how sure they are to stay. Send it to active accounts every six months.
Questions from the library
Browse the question library- How likely are you to recommend us to a friend or colleague?NPS · Satisfaction
- What would make your experience a 10 out of 10?Text · Satisfaction
- Was your issue resolved?Yes / No · Support
- How satisfied are you with how fast we replied?Stars · Support
- Would you like someone to follow up with you?Yes / No · Support
- What has to be true for you to stay another year?Text · Renewals and staying
- What would make you leave at renewal?Multiple choice · Renewals and staying
- What could we have done to keep you?Text · Churn
Frequently asked questions
Run NPS, CSAT and CES surveys in your product, by email and after support cases, see which customers sound at risk, and send each answer to the account owner in HubSpot, Zendesk or Slack.
AI reads each answer with something written and gives it an urgency and a customer risk: healthy, at risk or about to leave. The inbox shows it beside the response, and on every plan, a workflow can send those answers to your team.
Each answer carries the customer's ID, name, email and traits from your app. The inbox filters by a person on every plan, and by a trait such as the plan from Starter. Usertick keeps scores per survey and doesn't roll them up into one score per account.
Add the survey's link to your help desk's closing message, tagged with its source, or open it from your app with an event from your code. From a HubSpot workflow on any plan, Usertick can email the survey to each customer the workflow enrolls.
Yes, on every plan. HubSpot gets the latest NPS, CSAT, CES and reading on the contact, with a task for the owner from Starter. Zendesk gets a ticket with the answers as an internal note.
Yes, through a Zapier step in a workflow, on every plan. Salesforce on Zapier needs a paid Zapier plan.
Use repeat rules such as once every 90 days, and skip anyone who answered another survey recently with an earlier survey rule, on 1 survey on Free and on every survey from Starter.
Yes, on Pro and above. Send a survey or a dashboard as a PDF to up to 50 members by email, or to a Slack or Teams channel, every day, week or month.
NPS, CSAT and CES, Results, AI reading, alerts and workflows to Slack, HubSpot, Zendesk and Intercom come with every plan. Starter adds trait targeting and more workflows, and Pro adds scheduled reports.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
- No card needed