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NPS Scheduled Survey

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When to use this workflow

    Surveys sent at a random hour get a low response. A survey at midnight is gone before the user reads it.

    A survey with no follow-up gets ignored. Most users mean to answer later and never do.

    Every respondent gets the same thank-you, whatever they said. A promoter and a detractor are treated alike, so the score leads nowhere.

    A good score leads nowhere and a bad one is never followed up. Promoters are not asked to recommend you, detractors are not won back, and the score just sits in a chart.

How it works

1

Survey scheduled

When an NPS survey is due (NPS_SURVEY_SCHEDULED), it is sent in the user's working hours.

TriggerTime WindowSmart Channel Routing
2

Reminder if no response

If there is no answer in three days, a reminder follows.

Wait UntilSmart Channel Routing
3

The workflow routes by the score

Once submitted, the score decides the next step.

Wait UntilFetchBranch
4

Promoters asked to advocate

A high score leads to a testimonial or referral ask.

Smart Channel Routing
5

Detractors asked how to improve

A low score leads to an improvement follow-up so the issue gets addressed.

Smart Channel Routing

Best practices

    Lead with the score, keep the comment optional

    A one-tap 0-to-10 score gets answered; a long form gets closed. Capture the number first and make the written comment optional, so even users who will not type still give you a score.

    Send and remind in the user's working hours

    The Time Window holds the survey and its reminder to 9-to-6 local, so the response rate holds up instead of a midnight ask going unseen.

    Make the detractor follow-up a real conversation

    A low score deserves more than "thanks for the feedback". Ask what went wrong and offer a fix or a call, so the user feels heard while they still care.

Common mistakes to avoid

    Surveying the same user too often

    NPS loses meaning if you ask every week. Run it at a sensible interval so the score reflects how the user feels, not survey fatigue.

    Counting a passive score as a promoter

    A 7 or 8 is not a fan. Set the score thresholds so only true promoters get the advocacy ask and the lukewarm get a softer follow-up.

    Letting the improvement responses go nowhere

    A detractor's reply only helps if it reaches someone who can act. Route the improvement feedback to your team, not just into a survey report no one reads.

What users receive

The actual notifications this workflow sends, on each channel.

NPS Feedback Request

Email
NPS Feedback Request — Email
In-app inbox
NPS Feedback Request — In-app inbox

What good looks like

Primary signal Acted on

Scores turn into action

Promoters leave reviews and detractors get recovered when the survey routes on the score, instead of a number that sits unused.

Fatigue signal Fatigue

Response rate drops over time

When fewer users answer each round, the survey is going out too often or at the wrong hour.

Support

Frequently Asked Questions

Quick answers about setting up and running this workflow.

A Fetch reads the score and a Branch routes on it: promoters get an advocacy ask, detractors an improvement follow-up. You can point promoters to a review site or hand them to a Referral Campaign, and route detractor replies to your team.

A reminder goes out after three days. If they still do not answer, the workflow ends.

Email and in-app inbox, sent by Smart Channel Routing. A consumer mobile app can add mobile push so the survey reaches users where they spend their time.

This runs a scheduled NPS survey and routes by the score. Feedback Request asks for feedback right after a single interaction.

Fire NPS_SURVEY_SCHEDULED, then submit a high score and a low score with NPS_SUBMITTED to watch each branch. Trigger from the Test button, the SuprSend Agent, or the API, CLI, or MCP.

Ship NPS Scheduled Survey in under 5 minutes.

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