The Net Promoter Score (NPS) feature helps you collect customer feedback, measure customer loyalty, and identify opportunities to improve the customer experience.

Unlike the previous version of NPS, standalone NPS surveys can now be created and sent independently from review requests. You can build up to five unique survey templates, customize the survey appearance, add custom questions, distribute surveys through multiple collection methods, and analyze results through detailed reporting.

The NPS feature is available to businesses with the Net Promoter Score add-on enabled on their account.

If the Net Promoter Score section appears locked in your dashboard, please contact your Customer Success Manager for information about adding NPS surveys to your subscription.

In your Business Dashboard, navigate to:

Net Promoter Score

The NPS section includes the following areas:

Survey Settings allows you to create and manage your NPS survey templates.

You can create up to 5 survey templates. Each template can have its own:

This allows you to create different surveys for different audiences, locations, products, or departments.

You can customize:

Enable the Business Logo option to display your company logo within the survey.

The logo displayed is pulled directly from your Business Information settings and is shared across all survey templates.

At this time, different survey templates cannot use different logos.

Each survey template can include custom questions from your Custom Questions library.

To add questions:

Survey templates can be deleted and we will preserve the responses received.

Once a template has been deleted, it cannot be used again. A new template will need to be created and the responses to the new template will not sync with the deleted template.

The Email Settings page controls the email invitation sent when using the Customer Upload collection method.

You can customize:

When enabled, the email displays the NPS rating scale directly inside the message.

Customers can click a score to begin the survey.

If you prefer not to display the NPS scale directly in the email, you can use the:

{feedback_link} placeholder within the email body. This automatically inserts a hyperlink that reads “filling out this survey” which lands customers to the survey page.

The following placeholders can be inserted into your email template:

If information is unavailable for a recipient, the placeholder is automatically omitted.

The Email Delay setting determines how long SmartCustomer waits before sending survey invitations uploaded through Customer Upload.

The countdown begins using:

Example:

Because the 7-day delay period has already passed, the survey email will be sent immediately.

Custom Questions allow you to collect additional feedback alongside the standard NPS score.

Questions created here can be used in:

Simple yes or no response.

Respondents select a value from 1 to 10.

Respondents select a rating from 1 to 5 stars.

Open-ended written response.

Displays all answer choices and allows respondents to select one option.

Displays answer choices in a dropdown menu and allows respondents to select one option.

Displays answer choices with checkboxes and allows respondents to select multiple options.

For Radio, Dropdown, and Multi Select questions, answer choices are created when the question is built.

There is no limit to the number of answer choices you can add.

Questions can be edited only if they have never been used in a live survey.

Once a question has collected responses, its structure becomes locked to preserve reporting accuracy and historical data.

Questions can only be deleted if they have never been used in a live survey.

The Public toggle applies only to review collection surveys such as Instant Feedback and Feedback Surveys.

When enabled:

When disabled:

For standalone NPS surveys, all custom question responses remain private regardless of the Public setting.

NPS surveys can be distributed using two collection methods.

Customer Upload allows you to send NPS surveys through SmartCustomer by uploading a CSV file of recipients.

Only the customer's email address is required.

Additional optional fields include:

Before uploading your CSV file, select the survey template you want recipients to receive.

Every customer in the uploaded file will receive the selected survey template.

After processing your file, SmartCustomer displays:

The Requests Created value represents the number of survey requests successfully created.

If any rows fail processing, an error file can be downloaded explaining the issue.

Duplicate entries within the same upload for the same survey template are automatically ignored.

Survey Links allow you to distribute surveys outside of SmartCustomer.

You can:

Each survey template generates its own unique survey URL.

Select a template from the dropdown and SmartCustomer automatically updates the survey link.

Advanced Survey Links allow you to pre-populate customer information and associate responses with specific records.

Optional parameters include:

You may use any combination of available parameters.

The Advanced Features tool includes a link generator that helps you:

If identifying information is not supplied through the survey URL, respondents will be asked to provide their name and email address before submitting feedback.

Respondents are informed that the information they provide will be shared with the business.

The NPS Results area contains three reporting tabs:

The Overview tab provides a high-level summary of survey performance.

Available filters include:

Metrics include:

The Net Promoter Score section displays your overall NPS score and how it changes over time.

NPS scores range from -100 to 100.

General guidelines:

The first chart shows how your NPS score changes over time.

This can help identify trends and measure the impact of customer experience improvements.

The second chart displays the number of responses received for each score from 1 through 10.

This helps visualize the distribution of customer sentiment across all respondents.

The Respondents tab displays individual survey participants and their NPS ratings.

Available filters include:

Responses can be filtered by:

The respondent table includes:

Results can be exported using the Download CSV option.

The Survey Answers tab provides detailed reporting for all custom questions included in your surveys.

Available filters include:

Each question displays:

Text-based questions display:

Responses can be exported to CSV.

The following question types include visual reporting:

Each chart can be downloaded individually.

Use Export Answers to download survey response data for further analysis and reporting.

You can create up to five survey templates.

No. All survey templates use the logo configured in your Business Information settings.

No. Questions become locked after being used in a live survey to preserve reporting accuracy.

Yes. Templates can be deleted and we will preserve the response data.

No. Responses collected through standalone NPS surveys are always private.

Yes. Survey response data can be exported as CSV files, and charts can be downloaded from the reporting pages.