Run a focused NPS or satisfaction check
Ask a consistent question and turn the answers into a useful follow-up.
Last updated 9 September 2026
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Choose the measurement
Use NPS for likelihood to recommend. Use a rating or satisfaction question for a specific interaction, such as completing setup or saving a route. Keep the question consistent during a run so different respondents are answering the same thing.
Set up the experience
Create a Feedback experience and select NPS or Rating.
Write the question in plain language. For NPS, ask how likely the customer is to recommend your product.
Add one text follow-up if you need the reason behind the score.
Use Target to select an audience with enough experience of the product to answer meaningfully.
Set a cooldown and test the complete experience before opening it to the intended audience.
Understand an NPS score
On the zero-to-ten recommendation scale, 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS is the percentage of promoters minus the percentage of detractors. It ranges from −100 to 100. A five-star satisfaction average is a different measure and should not be presented as NPS.
Use the comments
Read the reasons behind both high and low scores. Group repeated product problems, decide which to investigate, and use your Customer Portal to share progress when appropriate. Treat a small sample as a starting point for learning; do not interpret every movement as a meaningful trend.