The score against the period before
See NPS with its change, and detractors, passives and promoters for everyone and for each device. Every chart compares with the same length of time just before it.
NPS survey software
NPS surveys that tell you why the score moved
Run NPS surveys on your website, in your app, by email or by link. Usertick splits every score into promoters, passives and detractors, reads each comment and alerts your team when the number drops.
An NPS program your team can act on
A score on a slide doesn't tell anyone what to fix. With Usertick, the NPS question goes out where customers already are, each score arrives with the comment that explains it, and the people who can act on it see both.
Results splits the score into promoters, passives and detractors, compares it with the period before and shows which countries, devices and pages score lower. The AI reads every comment, so each week's reading says what changed and what to do.
Workflows close the loop: a detractor’s answer reaches Slack, Microsoft Teams or the account owner in HubSpot, a promoter can be pointed to your referral program, and an alert fires when NPS falls below the line you set.
- Plans
- NPS questions, Results and AI reading on every plan, the free plan included
- Channels
- Website, in-app, email, link and QR code, and chat
- Follow-up
- Alerts, Slack, Microsoft Teams, HubSpot and Jira on every plan
- Languages
- Comments read in the language they were written in
Ask NPS where your customers already are
Pick the channel that fits the moment. Each answer reaches Results and the inbox as soon as it arrives.
On your website
Show the question in a popup, a side button or inside the page, to visitors who have seen enough to judge, such as returning visitors or people on their account page.
Inside your app
Ask signed-in users once they have used the product for a while. Pass their user ID and plan with Usertick.identify(), and each score belongs to a person and an account.
In an email
Put the 0 to 10 scale inside the message. Customers pick their score with one click, and the survey opens at the follow-up question with the score kept.
By link or QR code
Share the survey page in a message, on a receipt or on a printed QR code, and tag each link so you know where every score came from.
As a conversation
Ask the NPS question one message at a time in Chat, with a reply that changes with the score before the follow-up question.
See what is behind the number
Results draws the score the way a team reads it: split, compared and broken down.
Groups that score lower stand out
See each country, device, language and page with its own score. When a group with enough answers falls well below the overall score, Usertick marks it as clearly lower.
The comments behind each score
Select the detractors in the NPS chart, and the whole page filters to them, themes included. Each comment is read as it arrives and sorted by theme, sentiment and urgency in any language, and when a week closes with at least 30 responses, the AI reading says what changed and what to do.
Close the loop on every score
Workflows send each answer to the person who can act on it, the moment it arrives.
Detractors reach someone fast
Post each detractor's answer to Slack or Microsoft Teams with the people to mention, and a button assigns it to whoever picks it up. Every plan.
Promoters, one step from a referral
Point happy customers to your referral program while the good experience is recent. A rule sends scores of 9 or 10 to a call to action with your link, and Results counts the clicks.
An alert when NPS slips
Set a line, such as NPS below 30 over the last 7 days. Usertick checks every hour, posts once the score crosses the line and again when it recovers. Every plan.
The score on the customer's record
Write the latest NPS, its type, theme and urgency to the HubSpot contact as Usertick properties, and add a follow-up task for the owner. Every plan, with the task from Starter.
How to run an NPS survey with Usertick
Four steps from a template to the first score.
- 1
Start from a template
Pick an NPS template for your industry, or tell Create with AI what you want to learn, and it drafts the survey with its follow-up questions.
- 2
Ask why after the score
Add an open question for the reason. A branching rule can send scores of 6 or lower to one follow-up and scores of 9 or 10 to another.
- 3
Choose where and when it shows
Add the Usertick script to your site or app, or send the survey by email or link. On a website, set the pages, the devices, the trigger and how often it returns.
- 4
Publish and follow the score
Publish the survey, and answers arrive in Results and the inbox with each comment read. A workflow sends detractors to your team.
How to run an NPS survey that gets answers
Six habits that keep the score honest and the follow-up quick.
- 01
Ask once there is something to judge
Wait until customers have used the product or finished a purchase, then show the question on the page or in the email that follows.
- 02
Keep a steady rhythm
Repeat the survey on a fixed schedule, such as every 90 days with the Every N days rule, so each score compares with the last one.
- 03
Ask why in the next question
Follow the score with one open question, and change its wording for detractors and promoters with a branching rule.
- 04
Wait for enough answers
Read a score once it rests on enough answers. The weekly AI reading starts at 30 responses, and alerts measure NPS once the window has 30.
- 05
Reply to detractors within days
Give every detractor an owner and a status in the inbox, and follow the answer through to Resolved.
- 06
Watch the trend and the groups
A single score moves with chance. Compare it with the period before, and look for the country, device or page that scores lower.
NPS templates and questions
Start from a template written for your industry 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.
NPSNPS deep diveGo beyond the score: see which parts of your service drive it and the one change that would raise it. Send it twice a year to customers who've been with you for three months or more.
NPSAfter the tripFind out whether travelers would recommend you and which parts of the trip made it. Email it two or three days after they get home.
NPSApp rating promptAsk how people are enjoying the app, invite every one of them to rate it in the store and learn what to fix from those who enjoy it less. Show it after a success moment, never on the first launch.
Questions from the library
Browse the question library- How likely are you to recommend us to a friend or colleague?NPS · Satisfaction
- What is the main reason for your score?Text · Satisfaction
- How likely are you to buy from us again?NPS · Ecommerce
- How likely are you to recommend the app?NPS · Mobile app
- If a colleague asked, how likely are you to put our name forward?NPS · Referrals and word of mouth
- How likely are you to recommend the hotel?NPS · Hotel stay
- Would you choose us again today?Yes / No · Satisfaction
Frequently asked questions
NPS comes from one question: how likely someone is to recommend you, from 0 to 10. Scores of 9 or 10 are promoters, 7 or 8 passives and 0 to 6 detractors. Subtract the share of detractors from the share of promoters, and the score lands anywhere from -100 to 100. Passives count toward the total only.
Any score above 0 means you have more promoters than detractors. Scores vary a lot by industry and by channel, so the most useful comparison is with your own score in the period before, which Results shows beside every chart.
Ask once customers have used your product or service long enough to judge it, then repeat on a steady rhythm so each score compares with the last. On a website, the Every N days rule brings the survey back after the wait you set, such as 90 days. By email, schedule each send up to 30 days ahead.
One open question about the reason for the score, such as "What is the main reason for your score?". A branching rule can ask detractors what went wrong and promoters what they liked most.
In a popup, a side button or a card inside your page, inside your app, in an email where the 0 to 10 scale sits in the message, at a link or behind a QR code, and in Chat. Every channel comes with every plan, and their answers meet on the same Results page.
The more answers a score rests on, the less it moves by chance. Usertick writes the weekly AI reading once a week has 30 responses, and an NPS alert measures the score only after its window has 30.
AI reads each written answer as it arrives and gives it a category, a theme, a type and a sentiment, and the response an urgency and a customer risk. Answers in different languages land in the same themes with no translation step. Reading runs on every plan, with no monthly allowance.
Yes. On every plan, a workflow can post detractors to Slack or Microsoft Teams, write the latest NPS and its reading to the HubSpot contact, open Jira or Linear issues and send events to tools such as Segment and Klaviyo. On Free a workflow holds one of these steps, and from Starter it can hold all of them.
Yes. NPS questions, the score with its split, Results, AI reading and workflows and alerts to Slack, Microsoft Teams, HubSpot, Jira and Linear come with every plan, the free plan included, with 1 workflow per survey on Free. Starter adds more workflows, Pro adds scheduled reports, and Business adds A/B variants.
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
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