One NPS question. Three different answers back.
Three weeks after an order, this furniture store asks one question: how likely are you to recommend us? A 10 gets a thank-you and a refer-a-friend offer, a 7 gets one more question, and a 3 gets a person — with the care team alerted and every promotion switched off for her. Switch the visitor below to see the question and all three follow-ups.
Built with Surveys & NPS — see the feature →
Deep sofas, low tables, warm light
Solid oak frames, linen covers you can wash, and a 100-night trial on everything upholstered.
Ask once, keep the answer, and let it decide what happens next.
Ask at the right moment
An NPS Bar for customers whose order is three weeks old — long enough to have lived with the sofa — shown once per visitor.
Keep the answer
The score, the group and the comment are saved on the visitor’s profile, where every targeting rule can read them.
Answer back
Promoters, passives and detractors are three audiences, and each gets its own campaign on the next page view.
How Personyze turns one NPS answer into the right follow-up.
Asked once, when there is something to judge
The NPS Bar targets visitors with an order at least 21 days old, from the order history synced from the store, who have not answered yet. It sits at the foot of the page, with an optional comment, and appears once per visitor.
The score and the group land on the profile
9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors. The score, the group and the comment are saved on the visitor’s profile, so the follow-ups are ordinary campaigns targeted on them.
Promoters get a thank-you and a referral
A slide-in on the next page thanks her and offers the store’s own refer-a-friend credit, and the hero shows pieces in the linen she bought. Nobody is asked for a public review because of their score.
Passives get one more question, not an offer
A one-question survey targeted at the passive group asks what would have made it a 9 or 10, and the answer is saved as a field of its own. The page shows care guides for what she bought instead of products to buy.
Detractors get a person, and the team hears at once
The low score and the comment go to the care team by email and Slack. On her next visit she sees a note from the care team with call times to pick from, and her order with a way to report the problem.
Selling is switched off for an unhappy customer
The sale banner, the referral offer and the bought-together row are excluded for the detractor audience. Compare the promoter with the detractor: the same store, and nothing to buy.
See how it is built, and where else it fits
Questions about this example
How does Personyze group NPS answers?
From the 0 to 10 answer to a Feedback question: 9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors. The score, the group and any comment are saved on the visitor's profile, so any targeting rule can use them.
When do the follow-ups appear?
Each follow-up is an ordinary campaign targeted at one NPS group, so it runs on the visitor's next page view after they answer: a thank-you slide-in for promoters, a one-question survey for passives, and a care block with call times for detractors.
Can the team be told about a low score straight away?
Yes. Answers can be sent by email, webhook, Zapier, Slack or to a CRM such as HubSpot as they come in. In this example a detractor's score and comment reach the care team by email and Slack as soon as she answers.
Ask your customers. Then answer each of them.
Put an NPS Bar where your customers already are, keep every answer on their profile, and give promoters, passives and detractors a follow-up of their own.