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NPS Surveys: Listen to Each Customer and Take Action Based on Their Response

With Data4Sales, you can add an NPS survey to your emails, and customers can respond with a single click—without leaving their email. You can send it as part of a campaign or within a workflow, and see your NPS score, how many promoters, passives, and detractors you have, and what each customer responded.

Schedule a demoSee how it works
NPS Survey · After-SalesLive
Email · Order #4812 Delivered
Aurora Store · Email: Martín, how was your shopping experience? On a scale of 0 to 10, how likely are you to recommend us to a friend?
4
MR
Martín R.He replied with a click
Latest NPS Score4 · Detractor
ShippingFlow · After-Sales
Shopping5 in 2 years · frequent customer
DetractorHigh value
Node Results · NPS Survey48 · 62% promoters, 24% passives, and 14% detractors · 31% response rate
SurveyIt comes out on its own after deliveryAn email from the after-sales workflow
AnswerGrade 4 with one clickNo forms or other pages
CustomerIdentified detractorYou know who they are and what they bought
ResultsNPS on the same nodeDistribution and response rate
Next StepTake action right awayFilter out your detractors and write to them

Illustrative example with fictitious data

Why Measure NPS?

Today, you know how much you're selling. NPS tells you who will come back.

A bad experience almost never results in a complaint: the customer simply stops buying. Asking at the right moment gives you time to resolve the issue and shows you who is already ready to recommend you.

Within the email, with a single click

The survey is included in the body of the email. Customers can rate their experience without having to open any forms or leave the email, which is why more of them respond.

Every answer has a name

It's not just a random average: you know which customer gave which response, and you can filter them as promoters, passives, or detractors.

In your campaigns and your flows

The survey is sent out as part of a one-time campaign or as a step in an automated workflow, and the results appear in each mailing.

Capabilities

From question to action— all in one place

Five ways to measure your customers' experience without leaving the platform.

The NPS Block

Drag the survey into your email and set it up in seconds

In the email editor, you add the NPS Survey block just like any other content. You write the question, choose the scale, and customize the text and colors to match your brand. The customer responds with a single click, right from the email.

  • A numerical scale from 0 to 10, the NPS standard
  • A 5-point rating scale, which is easier to respond to
  • Editable labels and colors for each shipment
Email · After-Sales SurveyAurora Store

Lucia, how did your shopping go?

On a scale of 0 to 10, how likely are you to recommend Tienda Aurora to a friend?

Not very likelyVery likely
Also with a scale of facial expressions: 😡 😕 😐 🙂 😄

Illustrative example

When to Ask

In a campaign or as a step in a workflow

You can send the survey to an audience as part of a one-time campaign, or add it as an email within a workflow so that it sends automatically at the right time—for example, when an order is marked as delivered. And since it’s not a promotional email, you decide whether or not to include purchases in the attribution.

  • Campaigns: Measurement of Your Entire Base or a Specific Audience
  • Flows: The survey as an additional step after each purchase
  • Attribution by channel: Turn this off so the survey doesn't inflate your sales
Survey TimingCampaigns and Flows
Order DeliveredShipping · 3 days later
Email
First PurchasePeriod · 7 days later
Email
Brand EngagementCampaign · once per quarter
Email
Purchase attribution: disabled for this shipment

Illustrative example

Response by customer

You know what each customer said—not just the average

In the customer list for each mailing, you can see each person's response, their category, and the date. You can filter by promoters, passives, detractors, or those who didn't respond, so you know exactly who to contact.

  • Advocates, passive supporters, and detractors identified one by one
  • Filters by category or response status
  • Who didn't answer, so I asked again
Customers · Post-Sales SurveyFilter: All
10 · DeveloperHe replied on May 17
4 · DetractorHe replied on May 17
8 · LiabilitiesHe replied on May 18
No responseIt doesn't count toward the NPS
He repliedNo response
62%Developers
24%Liabilities
14%Detractors

Illustrative example

In your flows

The results appear in the same step of the workflow

When a survey is launched from a workflow, the email node displays its own summary: NPS, distribution, and response rate. With a single click, you can view the full details, including the response chart and the list of customers.

  • Summary at the node in the flow analysis view
  • Complete details, including a chart and list of clients
  • Without mixing the survey with sales figures
Workflow · After-SalesAnalysis
TriggerThe order status changed to "Delivered"
Wait3 days
Email · NPS SurveyNPS 48 · 31% response rate62% promoters · 24% passives · 14% detractors

Illustrative example

Results

Your NPS and What Lies Behind It, in Every Shipment

In the results for each campaign or node, you can see the NPS, the number of promoters, passives, and detractors, the response rate, and the average score. The graph shows how many customers selected each rating or each option.

  • NPS from -100 to 100, using the standard formula
  • Distribution by grade or by side
  • Response Rate and Average Score
NPS ResultsAfter-Sales Survey
NPS4862% promoters − 14% detractors
Response rate: 31%Average score: 8.4Responses: 1,240

Illustrative example

Orbis Pulse Tactics

Orbis uses each response to choose the right strategy for each client

Orbis Pulse combines the NPS score with the rest of the profile and determines, on a customer-by-customer basis, what to do, through which channel, and when.

The Voice of the Customer

Measure every experience with NPS and resolve issues before they escalate.

Before you leave

Identify at-risk customers and take action in a timely manner.

Customers Who Bring in Other Customers

Reward the person who refers your brand and the friend who joins.

Reviews That Sell

Ask for a review from someone who has already given you a 9 or a 10.

Learn About Orbis Pulse
Startup

From the first question to the first step— with our team by your side

1

You choose when to ask

You decide whether the survey is part of a campaign or a step in a workflow—for example, after each delivery.

2

Set up your email

Add the NPS block, write the question, and choose the scale that matches your brand's tone. We'll help you with the design.

3

You measure and take action

You can view the NPS for each shipment, filter by promoters, passives, and detractors, and decide who to talk to first.

Connected to the entire cycle

Responses feed into the CDP, and the CDP feeds everything

Receive

Every experience

  • Online and In-Store Shopping
  • Customer Service Conversations
  • Survey Responses
Work with Orbis

Customer Data

  • Add the response to the 360° profile
  • Audiences creates audiences by note
  • Copilot answers questions about your customers
  • Pulse chooses the right strategy for each client
Active

The entire platform

  • Email, WhatsApp, and SMS
  • Workflows that include the survey as an additional step
  • Developer Audiences for Meta, Google Ads, and TikTok
Every response and every purchase is fed back into the profile, making it more accurate
Use Cases

What You Can Do with NPS Surveys

Measuring After-Sales Performance

Find out the details of each purchase, from payment to delivery.

Measuring the ratio

A periodic assessment of your entire customer base, all in a single campaign.

Winning Over a Critic

Respond promptly to customers who've had a bad experience, before they stop buying.

Add reviews

Send a message to someone who just gave you a 9 or a 10 to ask them to leave a review.

Enable Referrals

Turn your promoters into customers who bring in other customers.

Compare online and in-store

See if the in-store experience measures up to that of e-commerce.

Keep exploring

It works best in conjunction with the rest of the platform

MarketingWorkflowsThe survey as a step in your workflows
MarketingWhatsAppCampaigns and conversations with each customer
MarketingEmailThe editor where the NPS block resides
AttentionOrbis SupportAI-powered customer service tailored to each customer's context
DataOrbis AudiencesAudiences of Supporters and Detractors
SolutionSatisfaction and NPSMeasure and act on every response
Integrations

The surveys are integrated with what you already use

Each response is integrated with the data coming in from your systems into a profile for each customer and is then sent out—along with all its context—to your channels, your ads, and your AI assistant.

Home

eCommerce

Customers, orders, shopping carts, and the catalog—all synchronized every day.

VTEXShopifyTiendanubeWooCommerceMagento (Adobe Commerce)FenicioAnd more platforms
Home

Brick-and-mortar store, ERP, and CRM

In-store sales follow the same pattern as online purchases.

SAPOracleMicrosoft Dynamics 365SalesforceHubSpotOdooLightspeedBsaleZeta SoftwareYour POS
Home

Website, Customer Loyalty, and First-Party Data

Performance on your site, reviews, and any other sources you already have.

Data4Sales PixelYotpoBigQueryAmazon S3DatabasesAPICSV and Excel
Departure

Messaging Channels

Campaigns, workflows, and customer service tailored to each client's context.

WhatsApp Business APIEmailSMSInstagramFacebook Messenger
Departure

Digital Guidelines

Natively synchronized audiences and lookalikes of your best customers.

Meta AdsGoogle AdsTikTok Ads
Departure

AI Assistants with MCP

View and activate your Data4Sales data from the assistant you already use.

ChatGPTClaudeGeminiGrokPerplexity
  • Daily synchronization, no manual uploads
  • Identity resolution: one unique profile per customer
  • Setup with support from our team
  • Can't find your system? We can connect to it via API, database, or files.
View all integrations
Frequently Asked Questions

NPS Surveys in Data4Sales

Questions that marketing, e-commerce, and customer service teams often ask us before they start tracking metrics.

What is an NPS survey?

NPS (Net Promoter Score) is a loyalty metric based on a single question: On a scale of 0 to 10, how likely are you to recommend this brand to a friend? At Data4Sales, the survey is included in the email: customers respond with a single click, and you can see each person’s response.

How is NPS calculated?

Responses are grouped into promoters (9 and 10), passives (7 and 8), and detractors (0 to 6). The NPS is the percentage of promoters minus the percentage of detractors, which is why it ranges from -100 to 100. For example, with 62% promoters and 14% detractors, the NPS is 48.

How do you send the survey?

By email. The survey is a block in the email editor: you send it as part of a campaign to an audience or from an email within a flow, using a scale from 0 to 10 or a 5-point scale. The customer responds with a single click, without leaving the email.

When is the best time to send the NPS survey?

As close as possible to the experience you want to measure: a few days after an online purchase or when the order is marked as delivered. For measuring brand loyalty, once a quarter is sufficient. In all cases, it’s best to limit the frequency per customer so as not to ask them too many questions.

What about the answers?

In the results for each campaign or flow node, you can see the NPS, the distribution of promoters, passives, and detractors, the response rate, and the average score. In the customer list, you can see how each person responded and filter by category or by those who did not respond. Customers who did not respond are not included in the NPS calculation.

What is a good NPS in retail and e-commerce?

It depends on the source and the industry. Survicate’s 2025 benchmark puts the median for retail and e-commerce at 55, while other sources cite a range of 40 to 50. Rather than comparing yourself to a market figure, it’s more useful to track your own NPS over time and across channels—for example, e-commerce versus brick-and-mortar stores.

How is it different from a survey tool?

A survey tool saves responses in a separate report. In Data4Sales, surveys are launched directly from the same campaigns and flows you already use, and each response is linked to the customer who submitted it—the same customer whose purchase history and campaign data are already on file. Measurement and action take place on the same platform.

Stop just finding out about things after the customer has already left, and start taking action on every response

We'll show you how to measure your customers' experience and what to do with each rating, using your business data.

Schedule a demo