Automation
NPS Survey: Automate Net Promoter Score at Every Customer Milestone
A once-a-year NPS survey tells you your overall promoter ratio but nothing about which touchpoints are creating detractors. Deploy this automation and NPS fires at defined milestones so you can see exactly where in the customer journey the score changes.
How it works
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Trigger: a customer milestone occurs
Fires automatically the moment the defined customer milestone occurs.
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NPS question goes out at the milestone
Delivered via Email, SMS, or In-App the moment the trigger fires.
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Routed by promoter, passive, or detractor
Detractors trigger immediate outreach, promoters get flagged for a referral ask.
✓ Promoter flagged as a referral candidate.
→ Detractor routed for direct outreach.
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Live NPS dashboard
Score trend and respondent breakdown, updated as responses come in.
Sample survey questions
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How likely are you to recommend us to a friend or colleague?
0 to 10 scale, the core NPS question
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What's the main reason for your score?
Open text, required, explains the number
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What's one thing that would improve your experience?
Open text, optional, detractor recovery signal
Net Promoter Score is most valuable as a leading indicator of retention, not as an annual report metric. A customer who scores 9 at onboarding but 4 at the 90-day mark has experienced something between those two points that needs attention. An annual NPS survey cannot see that change. A milestone-triggered NPS automation can, and more importantly, can route that 4-score to the customer success manager the same day it is submitted. Deploy FeedbackRobot's NPS automation and the survey fires at the moments where scores are most diagnostic. At day 30 of a new customer relationship. At 90 days. At renewal. After a significant product update. After a support escalation. Each score is attributed to the trigger event and the customer segment, building a picture of where in the lifecycle promoters are made and where detractors emerge. Detractors are routed automatically to the team that can intervene. A 4-score from a customer who just completed onboarding routes to the onboarding team. A 3-score from a customer approaching renewal routes to their account manager. The NPS data does not just sit in a dashboard. It triggers the right action at the right time.
Frequently asked questions
How often should this actually fire for one customer?
Most businesses cap it at once per quarter per customer, since NPS measures a general relationship sentiment that doesn't meaningfully change week to week.
What counts as a detractor versus a passive?
Standard NPS scoring: 0 to 6 is a detractor, 7 to 8 is passive, 9 to 10 is a promoter. The routing logic only treats detractors as needing customer success follow-up by default, though passives can be included too.
Does a low score always trigger an alert, or only under certain conditions?
Any detractor score routes to customer success by default, but you can also set it to only alert on scores below a specific number if you want to reduce alert volume.
Can I compare scores across different customer segments?
Yes, if your customer data includes segment fields like plan tier or account size, NPS trends can be broken out by segment automatically.
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