NPS Survey

Measure customer satisfaction and loyalty with automated NPS surveys triggered after delivery. Collect feedback via Email and WhatsApp to improve retention and build better experiences.

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NPS Survey

What is an NPS Survey Campaign?

An NPS (Net Promoter Score) survey is a short feedback campaign that asks customers how likely they are to recommend your brand on a scale of 0–10. Triggered automatically after delivery, these surveys capture customer sentiment when the experience is fresh. NPS surveys help brands identify promoters, recover detractors, and improve retention with actionable insights.

Why NPS Surveys Matter

Challenges

Without structured feedback, brands miss opportunities to understand satisfaction levels, resolve issues, and reduce churn.

Opportunities

Automated NPS surveys collect insights consistently at scale. Promoter feedback fuels advocacy and referrals, while detractor feedback can trigger recovery workflows to prevent churn.

Outcomes

Better Customer Experience Insights

Improved Service Quality Based on Feedback

Higher Customer Satisfaction Through Responsive Improvements

Who is it for?

Audience

Users who received their order 48+ hours after delivery, excluding customers who have already provided recent feedback or are experiencing delivery issues.

Exclusions

Customers who recently provided feedback, users experiencing delivery problems requiring resolution, or orders with return/exchange requests pending.

How it Plays Out

A sample sequence for this use case.

day
1 (48+ hours after delivery)

How was your experience? Share your feedback in 30 seconds → [CTA]

day
3

We'd love your feedback, [Name]! Tap to rate your delivery experience → [Link]

day
7

Quick survey - how did we do with your recent order? → [Give Feedback]

day
14

Final request: Help us improve with your experience feedback → [Rate Experience]

Best Practices

  • Send feedback requests 48-72 hours after delivery when customers have had time to evaluate their complete experience.
  • Keep surveys brief (1-3 questions) focusing on overall satisfaction and key experience drivers rather than lengthy questionnaires.
  • Act on feedback received by following up with customers who report issues and implementing improvements based on patterns.

NPS Survey Examples & Prompts

Channel Examples

Email
Subject: How was your experience? Body: Share your feedback in 30 seconds. Your input helps us serve you better and improve our delivery process. [Rate Your Experience]
WhatsApp
Copy
We'd love your feedback, [Name]! Tap to rate your delivery experience and help us improve our service [Link]

Automate with Zenie Prompts

With Zenie, you can automatically trigger NPS surveys when delivery completion criteria are met.

Segment Prompt

Segment users who received their order 48+ hours after delivery ⧉

Copy
Journey Prompt

Trigger nudge when out-of-stock item returns to inventory. ⧉

Copy
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FAQs

Why are automated NPS surveys important for eCommerce customer experience?

Automated NPS surveys provide consistent, scalable feedback that helps eCommerce businesses identify satisfaction trends and improvement opportunities. Manual feedback collection often misses customers and lacks the consistency needed for meaningful CX insights.

What timing works best for post-delivery NPS surveys?

Most eCommerce businesses find 48-72 hours after delivery optimal for NPS collection, allowing customers time to evaluate their complete experience while keeping the interaction fresh in memory.

Should NPS surveys be brief or include detailed questions about specific experience aspects?

Keep initial NPS surveys brief with 1-3 core questions, then use follow-up surveys for customers who indicate dissatisfaction to gather detailed feedback about specific improvement areas.

How should eCommerce businesses respond to negative NPS feedback?

Respond quickly to low NPS scores with personalized outreach to understand specific issues and attempt resolution. Use negative feedback patterns to identify systemic problems requiring operational improvements.

What metrics beyond NPS score should eCommerce marketers track from feedback campaigns?

Monitor response rates, feedback sentiment trends, issue category patterns, resolution rates for negative feedback, and correlation between NPS scores and customer retention or repeat purchase behavior.