{"id":1794,"date":"2021-07-08T20:33:13","date_gmt":"2021-07-08T20:33:13","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=1794"},"modified":"2025-07-16T08:48:19","modified_gmt":"2025-07-16T08:48:19","slug":"best-time-to-send-nps-survey","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/best-time-to-send-nps-survey\/","title":{"rendered":"Best Time to Send NPS Survey: Guide with Examples"},"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>Send NPS surveys when customers are most engaged, not randomly, response and data quality improve sharply<\/li>\n\n\n\n<li>Relationship NPS suits ongoing engagement \u2014 try 2 weeks after signup, every 6\u201312 months, or after major features<\/li>\n\n\n\n<li>Transactional NPS works best right after key interactions \u2014 support tickets, purchases, onboarding completions<\/li>\n\n\n\n<li>Placement timing beats day-of-week, though Mondays work best for single-question surveys, and Thursdays for longer forms<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Are you planning to run an <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">NPS survey<\/a>? Wondering what\u2019s the best time to send it to collect the best insights?<\/p>\n\n\n\n<p><strong>FACT: <\/strong>The success of any survey largely depends on timing.&nbsp;<\/p>\n\n\n\n<p>Send the survey at the wrong time and you might be facing ridiculously low open rates. Well, that and poor quality data such poorly timed survey might deliver, of course.&nbsp;<\/p>\n\n\n\n<p>But do the opposite &#8211; <em>send it when your customers are the most engaged with your brand or product<\/em> &#8211; and you\u2019ll collect absolutely incredible feedback that will help you drive the business forward.&nbsp;<\/p>\n\n\n\n<p>And that\u2019s what I intend to help you achieve with this post. Below, I\u2019ll share with you everything I know about the best times to send NPS surveys. We\u2019ll talk about how companies send NPS surveys, typically, and how they should be doing it to maximize results. We\u2019ll even discuss the best days of the week to send survey emails (although I\u2019ll also explain to you why this might not matter as much to your survey\u2019s success.)<\/p>\n\n\n\n<p>So, let\u2019s do it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Do Companies Ask for Customer Feedback, Typically?<\/strong><\/h2>\n\n\n\n<p>Well, this happens in either of two ways, actually:<\/p>\n\n\n\n<p><strong>Many companies would run NPS surveys at random.&nbsp;<\/strong><\/p>\n\n\n\n<p>In this case, a company decides to evaluate their customer loyalty and customer satisfaction, decides on using NPS for that, and simply sends emails with the survey invitation on a whim.&nbsp;<\/p>\n\n\n\n<p>Now, let me be clear &#8211; This approach could work. It\u2019s not ideal, of course, and I\u2019ll explain why shortly. But it could work.&nbsp;<\/p>\n\n\n\n<p>Some recipients will act on the survey, click the link, and share their responses. Many others, however, will find the survey as an interruption and ignore the request completely.&nbsp;<\/p>\n\n\n\n<p>(Some will also roll their eyes at the interruption, but that\u2019s a completely different story.)<\/p>\n\n\n\n<p>The result &#8211; Low survey response rate. Plus, such a survey might deliver completely insufficient data to <a href=\"https:\/\/refiner.io\/blog\/what-is-a-good-nps-score-the-ultimate-answer\/\">determine the company\u2019s real NPS score<\/a> because of the too low a sample size in the survey.&nbsp;<\/p>\n\n\n\n<p><strong>Many brands will also omit critical customer\/brand interactions.<\/strong><\/p>\n\n\n\n<p>The other common method is not to send surveys after a person has had a critical interaction with a brand. Such interaction could be anything &#8211; signup, a sale, requesting help from customer support, and many others.&nbsp;<\/p>\n\n\n\n<p>The thing is, such interactions are when customers feel the most engaged with the company or its products.&nbsp;<\/p>\n\n\n\n<p>Not only the brand or the product are on top of the person\u2019s mind, they also have a strong emotional response to it.&nbsp;<\/p>\n\n\n\n<p>(Needless to say, that\u2019s the time when customers are the most likely to respond to a survey and provide the most meaningful feedback.)<\/p>\n\n\n\n<p>The result &#8211; Missing out on the above, the most meaningful feedback, driven by an emotional response.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Time NPS Surveys?<\/strong><\/h2>\n\n\n\n<p>We\u2019ve touched on some general points already. You know that you shouldn\u2019t be sending NPS surveys randomly. You also know that the best time to send some surveys is after critical interactions with your brand.&nbsp;<\/p>\n\n\n\n<p>But there is more. A lot more, actually. And this is also where things get a little tricky.&nbsp;<\/p>\n\n\n\n<p><em>(Don\u2019t worry, I\u2019ll demystify it all for you below.)<\/em><\/p>\n\n\n\n<p>In general, though, timing should depend on two factors:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The type of NPS survey you run, and&nbsp;<\/li>\n\n\n\n<li>Target audience, or customer segment, that you want to survey.<\/li>\n<\/ul>\n\n\n\n<p><em>(The above also reveals another critical factor of NPS success &#8211; That you\u2019re far better off segmenting the audience, and sending multiple NPS surveys, depending on the segment, rather than surveying all customers at once.)<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS Survey Type and Timing<\/h3>\n\n\n\n<p>There are two general types of NPS surveys &#8211; relationship NPS and transactional NPS.&nbsp;<\/p>\n\n\n\n<p>And as a matter of fact, the only difference between them is timing. Apart from the different time to send them, these types are identical in terms of the survey format and <a href=\"https:\/\/refiner.io\/blog\/nps-questions\/\">NPS questions<\/a> they ask.<\/p>\n\n\n\n<p>Here\u2019s more info on each type, and example scenarios on the best times to send those NPS surveys.<\/p>\n\n\n\n<p><strong>Relationship NPS&nbsp;<\/strong><\/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=\"02b191\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>Definition: Relationship NPS<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<p><strong>Relationship NPS<\/strong>: measures long-term loyalty by surveying after time-based milestones<\/p>\n<\/div><\/div>\n\n\n\n<p>Relational NPS focus on discovering overall customer attitudes towards your company. Their goal is to discover what customers feel about your brand, and its products or services. And of course, find out how likely are they to recommend it to their friends or family.<\/p>\n\n\n\n<p>Because of that, relationship-focused NPS surveys are ideal for evaluating the overall state of your relationships with customers.&nbsp;<\/p>\n\n\n\n<p>Relational NPS surveys help:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Establish how customers perceive your company,&nbsp;<\/li>\n\n\n\n<li>Provide benchmarking data to evaluate other customer survey data<\/li>\n\n\n\n<li>Understand customers\u2019 loyalty towards your brand.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>For that reason, you should be sending those surveys only to customers who have been using your products or services for some time.<\/p>\n\n\n\n<p>And here are some of the best times to send relational NPS surveys:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A specific time period (i.e., a couple of days) after the person has started a product\u2019s trial<\/li>\n\n\n\n<li>2 weeks after the initial conversion<\/li>\n\n\n\n<li>Every 6-12 months&nbsp;<\/li>\n\n\n\n<li>A week after launching a significant pivot or a new feature<\/li>\n\n\n\n<li>3-5 days after the product delivery (for physical products)<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group has-pale-cyan-blue-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>PRO TIP: <\/strong>Create dynamic audience segments to catch users who meet the segment&#8217;s criteria and run a continuous NPS survey to those users specifically. <\/p>\n\n\n\n<p>In this example, I&#8217;ve created a segment in <a href=\"https:\/\/refiner.io\/solutions\/nps\/\">Refiner<\/a> to catch users who signed up within the last 30 days. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"592\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/create-user-segment-3-1024x592.png\" alt=\"\" class=\"wp-image-3389\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/create-user-segment-3-1024x592.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/create-user-segment-3-300x174.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/create-user-segment-3-768x444.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/create-user-segment-3.png 1464w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>I can then create an NPS survey to target customers who have been testing my product withing the last month. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"910\" height=\"625\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/NPS-one-month.png\" alt=\"\" class=\"wp-image-3390\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/NPS-one-month.png 910w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/NPS-one-month-300x206.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/NPS-one-month-768x527.png 768w\" sizes=\"auto, (max-width: 910px) 100vw, 910px\" \/><\/figure><\/div>\n\n\n<p>I can even specify when the system will trigger the survey. In this example, I&#8217;ve specified Refiner to wait ten days after the person&#8217;s enters the audience segment.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"889\" height=\"421\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Entered-target-audience.png\" alt=\"\" class=\"wp-image-3393\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Entered-target-audience.png 889w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Entered-target-audience-300x142.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Entered-target-audience-768x364.png 768w\" sizes=\"auto, (max-width: 889px) 100vw, 889px\" \/><\/figure><\/div><\/div><\/div>\n\n\n\n<p><strong>Transactional NPS surveys<\/strong><\/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=\"6cf0aa\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>Definition: Transactional NPS<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<p><strong>Transactional NPS<\/strong>: measures satisfaction immediately after a specific interaction<\/p>\n<\/div><\/div>\n\n\n\n<p>In contrast to relational surveys, transactional NPS surveys aim to determine customer satisfaction after a specific event or interaction with a company, like customer service or support call, product installation, a purchase, etc.&nbsp;<\/p>\n\n\n\n<p>Because of that, transactional surveys deliver insights about a particular issue or uncover customer attitudes towards a specific touchpoint.&nbsp;<\/p>\n\n\n\n<p>As a result, transactional NPS surveys are ideal when you\u2019re looking to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Research the strengths and weaknesses of customer touchpoints.<\/li>\n\n\n\n<li>Create customer satisfaction benchmarks for various customer-facing teams and company departments.<\/li>\n\n\n\n<li>Improve interactions throughout the entire customer journey.<\/li>\n<\/ul>\n\n\n\n<p>Here are the ideal scenarios for sending transactional NPS surveys:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Send the survey right after a customer has just interacted with your brand (i.e. engaged the customer support, etc.)<\/li>\n\n\n\n<li>Also send the survey to customers who have completed a purchase (ideally, after completing the free trial.)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Best Days to Send an NPS Survey<\/strong><\/h2>\n\n\n\n<p>I promised you to touch on this topic as well. But before we go any further, I must tell you something &#8211; When it comes to NPS survey timing, the day of the week doesn\u2019t matter as much as it might seem.&nbsp;<\/p>\n\n\n\n<p>Why, because, as you have seen from the timing I outlined above, in NPS, a customer\/brand interaction is a better indicator of when to send a survey than a day of the week. So is the person\u2019s engagement with the product and product usage data.&nbsp;<\/p>\n\n\n\n<p>Nonetheless, customers often ask me about the best day of the week to send a survey. So let me share a couple of insights with you.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/blog.hubspot.com\/service\/best-time-send-survey\">Various studies prove<\/a> that Monday is the best day to send short B2B surveys. (Remember, NPS is just a single-question survey, with the option to add a follow-up question.)<\/li>\n\n\n\n<li>For longer surveys, Thursday seems to be rocking both, open rates and responses.&nbsp;<\/li>\n\n\n\n<li>When it comes to the time of the day, low peak times usually work best. That\u2019s low peak times during the workday, though. Surveys sent on morning or evenings usually don\u2019t generate significantly higher open rates.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>And there you have it\u2026<\/p>\n\n\n\n<p>All the information to help you decide when to send your NPS survey.&nbsp;<\/p>\n\n\n\n<p>What\u2019s left is to get started creating your survey.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Looking for the best way to send your NPS surveys? Check out Refiner, the no.1 <a href=\"https:\/\/refiner.io\/solutions\/nps\/\">NPS survey software<\/a> on the market. Free trial available.<\/h3>\n\n\n\n<h2 class=\"wp-block-heading\">NPS Timing and Frequency &#8211; FAQ<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1752655583654\"><strong class=\"schema-faq-question\">When should I send a relationship NPS survey?<\/strong> <p class=\"schema-faq-answer\">Two weeks after signup, a week after a major feature hits users, or every 6\u201312 months give a good sense of loyalty swings without survey fatigue.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752655597179\"><strong class=\"schema-faq-question\">When should I send a transactional NPS survey?<\/strong> <p class=\"schema-faq-answer\">Right after key events like purchase, support interactions, or trial completions get the freshest, most relevant feedback.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752655608047\"><strong class=\"schema-faq-question\">Does the day of week matter?<\/strong> <p class=\"schema-faq-answer\">Not as much as contextual timing, but send a one-question survey on Monday to capture engagement, use Thursdays for lengthier surveys if you must.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752655621480\"><strong class=\"schema-faq-question\">How many NPS survey types should I run per user?<\/strong> <p class=\"schema-faq-answer\">Use both, but keep relationship sends infrequent enough not to annoy, and transactional ones only after truly meaningful interactions.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752655638979\"><strong class=\"schema-faq-question\">Should I segment my audience?<\/strong> <p class=\"schema-faq-answer\">Absolutely, segmentation avoids skewed feedback, keeps respondents relevant and actionable.<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Are you planning to run an NPS survey? Wondering what\u2019s the best time to send it to collect the best insights? FACT: The success of any survey largely depends on timing.&nbsp; Send the survey at the wrong time and you might be facing ridiculously low open rates. Well, that and poor quality data such poorly [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/best-time-to-send-nps-survey\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":1799,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1516","footnotes":""},"categories":[14],"tags":[],"class_list":["post-1794","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>Best Time to Send NPS Survey: The Ultimate Guide with Examples<\/title>\n<meta name=\"description\" content=\"Discover what is the best time to send an NPS survey. 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