{"id":1591,"date":"2020-12-14T15:16:53","date_gmt":"2020-12-14T15:16:53","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=1591"},"modified":"2025-07-01T10:08:46","modified_gmt":"2025-07-01T10:08:46","slug":"how-to-implement-nps-score","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/","title":{"rendered":"NPS Tutorial: How to Implement NPS Score"},"content":{"rendered":"\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"bf2b7b\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>TL;DR<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<ul class=\"wp-block-list\">\n<li><strong>NPS <\/strong>tells you how loyal your customers are, and the likelihood of increasing organic, word-of-mouth based growth.<\/li>\n\n\n\n<li>Ask two questions in your NPS survey: \u201cWould you recommend us?\u201d + \u201cWhy?\u201d<\/li>\n\n\n\n<li>Use <strong>in-app<\/strong>, <strong>email<\/strong>, or <strong>website<\/strong> to deliver the survey \u2014 just don\u2019t hit the same user in all three.<\/li>\n\n\n\n<li>Tailor both questions to what you want to learn: loyalty, satisfaction, feature feedback, etc.<\/li>\n\n\n\n<li>Use a tool like <a href=\"https:\/\/refiner.io\/\">Refiner<\/a> to launch, style, and deliver the survey.<\/li>\n\n\n\n<li>Never run NPS in vacuum. Close the loop: Fix the pain points, activate your promoters, and track how sentiment shifts over time.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Want to know how happy your customers really are?<\/p>\n\n\n\n<p>Not just who\u2019s using your product \u2014 but who\u2019d recommend it?<\/p>\n\n\n\n<p>That\u2019s what NPS is for.<\/p>\n\n\n\n<p>This guide walks you through exactly how to set up and run an NPS survey that actually gives you insights \u2014 not just numbers.<\/p>\n\n\n\n<p>Before we begin discussing the NPS process, I believe we should cover some basics and explain the core NPS concepts.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is NPS, Really?<\/strong><\/h2>\n\n\n\n<p>Let\u2019s break it down fast.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\ud83e\udde0 NPS (Net Promoter Score) is:<\/h4>\n\n\n\n<p>A customer loyalty metric based on a single question:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cHow likely are you to recommend our product to a friend or colleague?\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>Users answer from <strong>0 to 10<\/strong>, and you sort them like this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Promoters<\/strong> are people who are on fire about your brand, product, or service. These people score 9-10 on the NPS scale, confirming that they\u2019d be extremely likely to recommend you to others. Think of them as your product enthusiasts, who, most likely, would never abandon you.&nbsp;<\/li>\n\n\n\n<li><strong>Passives<\/strong> do find your product valuable and certainly have achieved success with it. But, as the name suggests, they are on the passive end of the scale. They might recommend you, but it\u2019s not guaranteed. Also, a competitive offering could sway these customers easily.&nbsp; Passives, typically, fall within the 7-8 range on the NPS score.&nbsp;<\/li>\n\n\n\n<li><strong>Detractors<\/strong>, on the other hand, are unhappy customers. Not only these people aren\u2019t satisfied with your product, but they can negatively impact your brand and growth through negative word-of-mouth. As a result, the higher the percentage of detractors you have, the greater the risk to your growth.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"322\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-1024x322.png\" alt=\"\" class=\"wp-image-1603\" style=\"width:1024px;height:322px\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-1024x322.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-300x94.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-768x242.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-1536x483.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Scale-Explanation-1-2048x644.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Explanation of the NPS scale<\/figcaption><\/figure><\/div>\n\n\n<p>You calculate NPS based on this formula:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>NPS = % of Promoters \u2013 % of Detractors<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>So, if 80% are Promoters and 10% are Detractors, your score is +70.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"466\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS-1024x466.png\" alt=\"Illustration of the NPS Formula\" class=\"wp-image-1583\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS-1024x466.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS-300x136.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS-768x349.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS-1536x699.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/NPS-Formula-How-to-calculate-Net-Promoter-Score-NPS.png 1728w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">The formula used to calculate the Net Promoter Score<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>How the NPS Survey Works<\/strong><\/h3>\n\n\n\n<p>The full NPS survey asks <strong>two questions<\/strong>:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>The score question:<\/strong> <em>\u201cOn a scale from 0 to 10, how likely are you to recommend us?\u201d<\/em>This gives you the NPS number.<\/li>\n\n\n\n<li><strong>The follow-up question:<\/strong> <em>\u201cWhy did you give that score?\u201d<\/em> This is where the insights live.<\/li>\n<\/ol>\n\n\n\n<p>You can also tweak this second question to dig deeper:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What could we have done better?<\/li>\n\n\n\n<li>What\u2019s missing?<\/li>\n\n\n\n<li>Why wouldn\u2019t you recommend us?<\/li>\n<\/ul>\n\n\n\n<p>If you want more variations, check out our full guide on <a href=\"https:\/\/refiner.io\/blog\/nps-questions\/\">NPS questions<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to deliver the NPS survey?<\/strong><\/h3>\n\n\n\n<p>You\u2019ve got three good options:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u2705 In-App<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ask while users are inside the product.<\/li>\n\n\n\n<li>Best for SaaS and tools with regular usage.<\/li>\n\n\n\n<li>High response rates.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"588\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.47.46-1024x588.png\" alt=\"\" class=\"wp-image-1605\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.47.46-1024x588.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.47.46-300x172.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.47.46-768x441.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.47.46.png 1094w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Illustration of an <a href=\"https:\/\/refiner.io\/nps-survey-tool\/\" target=\"_blank\" rel=\"noreferrer noopener\">In-App NPS Widget<\/a><\/figcaption><\/figure><\/div>\n\n\n<h4 class=\"wp-block-heading\">\u2705 Email<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Great for B2B or infrequent users.<\/li>\n\n\n\n<li>Can embed the survey directly in the message.<\/li>\n\n\n\n<li>Easy to automate post-event (e.g. after onboarding).<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"707\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.48.53-1024x707.png\" alt=\"\" class=\"wp-image-1606\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.48.53-1024x707.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.48.53-300x207.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.48.53-768x530.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/Screenshot-2020-12-15-at-10.48.53.png 1377w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Illustration of an Email NPS Survey<\/figcaption><\/figure><\/div>\n\n\n<h4 class=\"wp-block-heading\">\u2705 Website<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Good for quick feedback.<\/li>\n\n\n\n<li>Risk: You might survey non-customers, which skews results.<\/li>\n<\/ul>\n\n\n\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"943455\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p><strong>TL;DR \u2013 How NPS works:<\/strong><\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<ul class=\"wp-block-list\">\n<li>Ask users how likely they are to recommend you (0\u201310).<\/li>\n\n\n\n<li>Sort them into Promoters, Passives, and Detractors.<\/li>\n\n\n\n<li>Subtract % Detractors from % Promoters.<\/li>\n\n\n\n<li>Follow up with an open-ended \u201cwhy\u201d question.<\/li>\n\n\n\n<li>Use the insights to fix issues or amplify promoters.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Implement NPS Score<\/strong><\/h2>\n\n\n\n<p>With the above of the way, let\u2019s go through the complete process of setting up and implementing NPS.<\/p>\n\n\n\n<p>The process involves three steps. The first two relate to planning the survey. In the final one, you set and launch it up.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1: Pick the Right Delivery Method<\/h3>\n\n\n\n<p>You already know that you\u2019ve got three options: display the NPS survey in-app, send it via email, or trigger in website widgets.<\/p>\n\n\n\n<p>You could technically use all of them. But here\u2019s the issue:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You might hit the same customer more than once.<\/li>\n\n\n\n<li>Website surveys can include visitors who aren\u2019t even customers yet.<\/li>\n<\/ul>\n\n\n\n<p>Hardly helpful, right?<\/p>\n\n\n\n<p>Instead, pick one primary channel where your customers are most likely to respond \u2014 and stick with it.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\ud83d\udd01 <strong>Pro move:<\/strong> Run it in-app during regular product usage, and use email as a backup for inactive users.<\/p>\n<\/blockquote>\n\n\n\n<p>Keep it simple. Focus on <strong>one reliable method<\/strong>, and you\u2019ll get more accurate, cleaner data.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2: Define What You\u2019re Trying to Learn<\/h3>\n\n\n\n<p>Yes, the default NPS question measures loyalty. But you can get more out of it if you know what you\u2019re after.<\/p>\n\n\n\n<p>Here are a few angles you can explore:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer satisfaction:<\/strong> Ask about their experience with your product or service.<\/li>\n\n\n\n<li><strong>Feature feedback:<\/strong> Time the survey after a user interacts with a new feature to find out whether it made a difference to their experience.<\/li>\n\n\n\n<li><strong>Evaluate touchpoint sentiment:<\/strong> Trigger NPS after onboarding, support, or renewals to monitor how these affect customer loyalty.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\ud83d\udca1 Don\u2019t overcomplicate the question. Use the score question to frame the context, for example: &#8220;Based on your recent support experience, how likely would you be to recommend our product to friends and family?&#8221; Use the follow-up to dig into the <em>why<\/em>.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>The point is:<\/strong> you need to tailor your questions to match what you actually care about learning. The generic NPS question is fine, of course. But by framing it correctly, you can boost the chances for collecting highly contextual and relevant insights.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3: Set Up Your Survey in Refiner<\/h3>\n\n\n\n<p>Naturally, you\u2019ll need <a href=\"https:\/\/refiner.io\/nps-survey-tool\/\">NPS survey software<\/a> to run your surveys properly.<\/p>\n\n\n\n<p>Here\u2019s how to do it in <strong>Refiner<\/strong> \u2014 our own tool designed for NPS surveys specifically.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">1. <strong>Choose how you want to send the survey<\/strong><\/h4>\n\n\n\n<p>You can launch:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In-app widgets<\/li>\n\n\n\n<li>Email surveys<\/li>\n\n\n\n<li>Or both (with templates ready to go)<\/li>\n<\/ul>\n\n\n\n<p>Everything\u2019s customizable \u2014 layout, content, triggers, you name it.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2. <strong>Customize the Questions<\/strong><\/h4>\n\n\n\n<p>In Refiner, you can start with a ready-made template, then change the wording of the score and follow-up questions.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"593\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/5-1024x593.png\" alt=\"Image showing NPS survey setup.\" class=\"wp-image-1595\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/5-1024x593.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/5-300x174.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/5-768x445.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/5-1536x890.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/5-2048x1186.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Unlike other NPS tools, Refiner lets you fully customize your survey<\/figcaption><\/figure><\/div>\n\n\n<p>Make the survey sound like you. Or like your brand. Connect with your audience sounding like you, not a generic robot.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">3. <strong>Style the Widge<\/strong>t<\/h4>\n\n\n\n<p>Match it to your product UI:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Change colors, button styles, font<\/li>\n\n\n\n<li>Position the widget in-app where it makes sense<\/li>\n\n\n\n<li>Make it feel like part of your product, not a popup from nowhere. (TIP: This will increase your chances of getting more replies. A consistent UI will signal that the widget is in fact from you, and not some ad or spam popping up on their screens.)<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2544\" height=\"1480\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/6-1024x596.png\" alt=\"Image showing NPS survey styling.\" class=\"wp-image-1596\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/6-1024x596.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/6-300x175.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/6-768x447.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/6-1536x894.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/6-2048x1191.png 2048w\" sizes=\"auto, (max-width: 2544px) 100vw, 2544px\" \/><figcaption class=\"wp-element-caption\"><em>NPS survey styling options in Refiner<\/em><\/figcaption><\/figure><\/div>\n\n\n<h4 class=\"wp-block-heading\">4. <strong>Set the Targeting<\/strong><\/h4>\n\n\n\n<p>In Refiner, you can target <strong>everyone<\/strong> or just a specific audience segment.<\/p>\n\n\n\n<p>For example, you can display your NPS survey:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Only power users<\/li>\n\n\n\n<li>Only to new users<\/li>\n\n\n\n<li>Only after 30 days<\/li>\n\n\n\n<li>Only when someone has finished onboarding<\/li>\n\n\n\n<li>Only if they haven\u2019t answered any survey in the last 90 days<\/li>\n<\/ul>\n\n\n\n<p>Refiner lets you set all of this with simple rules and triggers.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"594\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/12\/8-1024x594.png\" alt=\"Image showing NPS survey targeting options.\" class=\"wp-image-1597\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/8-1024x594.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/8-300x174.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/8-768x446.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/8-1536x891.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/8-2048x1189.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Targeting options in Refiner<\/em><\/figcaption><\/figure><\/div>\n\n\n<p>Once it\u2019s done, hit publish. You\u2019re live.<\/p>\n\n\n\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"74f0cf\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p><strong>Checklist: NPS Survey Setup in Refiner<\/strong><\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<p>\u2705 Pick a channel (in-app, email, or web) <\/p>\n\n\n\n<p>\u2705 Customize the questions (score + follow-up) <\/p>\n\n\n\n<p>\u2705 Match the design to your brand <\/p>\n\n\n\n<p>\u2705 Set your targeting and display logic <\/p>\n\n\n\n<p>\u2705 Publish and start collecting feedback<\/p>\n<\/div><\/div>\n\n\n\n<!-- NPS -->\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Looking for a NPS solution that delivers relevant insights?<\/span>\n<span class=\"reusable-block__text\">Try Refiner for free. Reach more customers with fully customizable in-app surveys and make accurate measurements of your Net Promoter Score.<\/span>\n<a class=\"reusable-block__link\" href=\"https:\/\/refiner.io\/solutions\/nps\/\" rel=\"noopener noreferrer\" target=\"_self\">\nDiscover Refiner\n<\/a>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>BONUS: How to Use NPS Scores<\/strong><\/h2>\n\n\n\n<p>This is one of the most common questions I am being asked about NPS &#8211; \u201c<em>I\u2019ve launched the NPS survey, now what?<\/em>\u201d<\/p>\n\n\n\n<p>Well, the first thing is to wait for the data. It might take a while before you get enough responses to make the research statistically valid.&nbsp;<\/p>\n\n\n\n<p>Then, the key to NPS is to put your scores into action.&nbsp;<\/p>\n\n\n\n<p>I\u2019ve written a complete rundown of <a href=\"https:\/\/refiner.io\/blog\/how-to-use-nps-scores\/\">different ways to use NPS scores<\/a>, but here are a couple of suggestions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identify recurring customer issues with the product. You\u2019ll find many of them mentioned in answers to the follow-up question.\u00a0<\/li>\n\n\n\n<li>Leverage promoters to boost your social proof. You can do this by asking those people for reviews, testimonials, or use cases.\u00a0<\/li>\n\n\n\n<li>Track customer satisfaction over time to see how well you\u2019re doing.\u00a0<\/li>\n<\/ul>\n\n\n\n<p>We&#8217;ve also produced a video series on <a href=\"https:\/\/www.youtube.com\/watch?v=2dMk94FA55U&amp;list=PLZuSTZIaXDUXf24mUSQSSt4nLdzyy5u5W\" target=\"_blank\" rel=\"noreferrer noopener\">NPS for SaaS<\/a> and the second video covers how to use NPS feedback to grow your SaaS.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"NPS for SaaS (Part 2) - Best Practices For Running NPS Surveys\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/oEE4SssMbwg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p>NPS is a fantastic way for a company to discover their customers\u2019 satisfaction and loyalty. But it can also be a tricky survey to set up and get meaningful data.<\/p>\n\n\n\n<p>Hopefully, after reading this guide, you know what to do to implement the NPS score.<\/p>\n\n\n\n<p>Good luck.<\/p>\n\n\n\n<!-- NPS -->\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Looking for a NPS survey solution for your SaaS?<\/span>\n<span class=\"reusable-block__text\">Try Refiner for free! Track customer satisfaction and turn your SaaS into an automated growth machine<\/span>\n<a class=\"reusable-block__link\" href=\"https:\/\/refiner.io\/solutions\/nps\" rel=\"noopener noreferrer\" target=\"_self\">\nLearn More\n<\/a>\n<\/div>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1751364193038\"><strong class=\"schema-faq-question\"><strong>Is NPS still relevant in 2025?<\/strong><\/strong> <p class=\"schema-faq-answer\">Oh absolutely! But&#8230; you see, it&#8217;s relevant when used properly. It\u2019s not a perfect way to measure loyalty, of course. But it\u2019s simple, fast, and gives you a directional pulse on customer sentiment.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364259205\"><strong class=\"schema-faq-question\">What\u2019s the best way to send an NPS survey?<\/strong> <p class=\"schema-faq-answer\"><a href=\"https:\/\/refiner.io\/features\/in-product-microsurveys\/\">In-app<\/a> is best if users are active. Email works great for less engaged or B2B users. Website is an option, but be careful \u2014 you might survey visitors, not customers.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364343409\"><strong class=\"schema-faq-question\">How often should I run NPS surveys?<\/strong> <p class=\"schema-faq-answer\">The <a href=\"https:\/\/refiner.io\/blog\/nps-best-practices\/\">NPS frequency<\/a> varies depending on your survey goals. For generic surveys, every 90 days is a good rule of thumb. But you can also trigger it after key events like onboarding, support chats, or renewals. Just don\u2019t overdo it \u2014 NPS fatigue is real. <\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364394939\"><strong class=\"schema-faq-question\">Can I customize the NPS questions?<\/strong> <p class=\"schema-faq-answer\">Yes, absolutely! In fact, you should. Keep the score question standard, but tweak the follow-up to uncover real insights. Ask \u201cWhat could we have done better?\u201d or \u201cWhat\u2019s missing?\u201d<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364431460\"><strong class=\"schema-faq-question\">How do I avoid duplicate responses?<\/strong> <p class=\"schema-faq-answer\">Stick to one primary channel per campaign. If you\u2019re running in-app, don\u2019t also blast the same people via email. Use targeting logic to keep your data clean.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364455419\"><strong class=\"schema-faq-question\">What should I do after collecting the responses?<\/strong> <p class=\"schema-faq-answer\">Read them. Tag them. Share them with your team. Close the loop with unhappy customers and mobilize your fans. Don\u2019t just collect NPS \u2014 use it.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1751364474659\"><strong class=\"schema-faq-question\">What tools do I need to run NPS?<\/strong> <p class=\"schema-faq-answer\">You just need a proper NPS platform like <a href=\"https:\/\/refiner.io\/solutions\/nps\/\">Refiner<\/a>. You\u2019ll need logic for delivery, targeting, styling, and automation. DIY works at first, but it won\u2019t scale.<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Want to know how happy your customers really are? Not just who\u2019s using your product \u2014 but who\u2019d recommend it? That\u2019s what NPS is for. This guide walks you through exactly how to set up and run an NPS survey that actually gives you insights \u2014 not just numbers. Before we begin discussing the NPS [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":1601,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"","footnotes":""},"categories":[14],"tags":[],"class_list":["post-1591","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nps"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>NPS Tutorial: How to Implement NPS Score - A Guide for SaaS Brands<\/title>\n<meta name=\"description\" content=\"NPS tutorial: Discover how to implement NPS score to collect customer feedback and evaluate your user&#039;s attitude towards your brand.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"NPS Tutorial: How to Implement NPS Score - A Guide for SaaS Brands\" \/>\n<meta property=\"og:description\" content=\"NPS tutorial: Discover how to implement NPS score to collect customer feedback and evaluate your user&#039;s attitude towards your brand.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\" \/>\n<meta property=\"og:site_name\" content=\"Refiner Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-14T15:16:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-01T10:08:46+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/How-to-implement-NPS.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1262\" \/>\n\t<meta property=\"og:image:height\" content=\"892\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Moritz Dausinger\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@mdausinger\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moritz Dausinger\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\"},\"author\":{\"name\":\"Moritz Dausinger\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2\"},\"headline\":\"NPS Tutorial: How to Implement NPS Score\",\"datePublished\":\"2020-12-14T15:16:53+00:00\",\"dateModified\":\"2025-07-01T10:08:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\"},\"wordCount\":1755,\"publisher\":{\"@id\":\"https:\/\/refiner.io\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/12\/How-to-implement-NPS.png\",\"articleSection\":[\"Net Promoter Score\"],\"inLanguage\":\"en-US\"},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\",\"url\":\"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/\",\"name\":\"NPS Tutorial: How to Implement NPS Score - 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But... you see, it's relevant when used properly. It\u2019s not a perfect way to measure loyalty, of course. But it\u2019s simple, fast, and gives you a directional pulse on customer sentiment.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364259205","position":2,"url":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364259205","name":"What\u2019s the best way to send an NPS survey?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"<a href=\"https:\/\/refiner.io\/features\/in-product-microsurveys\/\">In-app<\/a> is best if users are active. Email works great for less engaged or B2B users. Website is an option, but be careful \u2014 you might survey visitors, not customers.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364343409","position":3,"url":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364343409","name":"How often should I run NPS surveys?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"The <a href=\"https:\/\/refiner.io\/blog\/nps-best-practices\/\">NPS frequency<\/a> varies depending on your survey goals. For generic surveys, every 90 days is a good rule of thumb. But you can also trigger it after key events like onboarding, support chats, or renewals. Just don\u2019t overdo it \u2014 NPS fatigue is real. ","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364394939","position":4,"url":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364394939","name":"Can I customize the NPS questions?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Yes, absolutely! In fact, you should. Keep the score question standard, but tweak the follow-up to uncover real insights. Ask \u201cWhat could we have done better?\u201d or \u201cWhat\u2019s missing?\u201d","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364431460","position":5,"url":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364431460","name":"How do I avoid duplicate responses?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Stick to one primary channel per campaign. If you\u2019re running in-app, don\u2019t also blast the same people via email. Use targeting logic to keep your data clean.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364455419","position":6,"url":"https:\/\/refiner.io\/blog\/how-to-implement-nps-score\/#faq-question-1751364455419","name":"What should I do after collecting the responses?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Read them. Tag them. Share them with your team. Close the loop with unhappy customers and mobilize your fans. 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