What is NPS in Testimonial?
Net Promoter Score (NPS) is a single-question survey that asks customers how likely they are to recommend you to a friend or colleague, on a scale of 0–10. Testimonial's NPS feature goes a step further: it automatically routes responses based on score, so promoters get a testimonial request, passives get a follow-up, and detractors get a personal reach-out — without any manual work.
Plans below Ultimate+ include a one-time free preview: 1 survey, up to 50 email invites, and the first 10 responses. The preview is once per account, shared across every Space, and never resets. After 10 responses the survey closes. Ultimate+ is unlimited and has no free-preview tags.
The product shows: "Free on your plan: 1 survey, up to 50 email invites and your first 10 responses. No upgrade needed."
Responses are tracked in a real-time analytics dashboard showing your NPS score, response rate, score distribution, and funnel data.
💡 Try it yourself. The NPS page includes a live preview of exactly what your respondents will see — so you can experience the survey before sending it.
The NPS surveys list
Go to your Space and click NPS in the left sidebar. This page shows:
A live preview of what your respondents see — the 0–10 score widget with "Not at all likely" and "Extremely likely" labels, exactly as it will appear to customers.
All your existing NPS surveys, each showing their name and active settings at a glance (e.g., Follow-up enabled · Reminders every 7d).
A New NPS survey button in the top-right to create additional surveys.
Each survey card has an edit (pencil) and delete (trash) icon. Clicking a survey opens its management view with five tabs: Analytics, Submissions, Recipients, Settings, and Embed.
Creating an NPS survey
Click "Create your First NPS Survey" or "New NPS Survey" to open the creation form.
On plans below Ultimate+, you can create the free survey and send up to 50 email invites without upgrading. After the preview is used, the account owner sees an upgrade prompt: "You've used all 50 free NPS invitations included in your plan. Upgrade to Ultimate+ for unlimited invitations." and "Your free preview includes 1 NPS survey. Upgrade to Ultimate+ for unlimited surveys."
After 10 responses the survey closes. Public respondents never see an upsell. They see a closed page: "This survey is closed and no longer accepting responses."
1. Name and question
Name — an internal label for this survey (e.g., Q1 customer pulse). Not shown to recipients.
Question — the question your customers will see. The default is: "How likely are you to recommend us to a friend or colleague?" You can customize this for your audience.
2. Follow-up question (optional)
Check: Ask a follow-up question to show an optional open-text field after the score is submitted. The default follow-up is: "What's the main reason for your score?"
Respondents see both the score slider and the text field on the same screen, with up to 2,000 characters available. The field is optional — they can submit without filling it in.
This is especially useful for detractors: understanding why someone is unhappy is the first step to winning them back.
3. Score thresholds
Standard NPS uses three buckets:
Bucket | Score range | What it means |
Detractors | 0–6 | Unhappy customers |
Passives | 7–8 | Satisfied but not enthusiastic |
Promoters | 9–10 | Loyal customers likely to recommend you |
The color-coded score bar (red → orange → green) lets you drag the threshold handles to use custom cutoffs if your scoring convention differs from the standard definition.
4. Auto-routing rules
Auto-routing is the most powerful part of NPS in Testimonial. When a customer submits a response, Testimonial automatically takes the configured action based on their score bucket — no manual follow-up needed.
Promoters (9–10)
☐ Send them a testimonial request email
☐ Invite them to a case study
Passives (7–8)
☐ Send them a testimonial request email
Detractors (0–6)
☐ Send them a follow-up email
Enable whichever actions you want for each bucket. For example, enabling "Send them a testimonial request email" for Promoters means that every happy customer automatically receives an invitation to leave a testimonial — turning your NPS into a passive testimonial-collection engine.
5. Emails
There are three email templates you can customize. All support the placeholders {{recipientName}}, {{senderName}}, and {{surveyName}}.
NPS invitation
Sent when you invite a recipient to take the survey.
The default subject is {{senderName}} wants your quick feedback. The body explains it takes about 30 seconds — a 0–10 score plus an optional comment. Give your feedback: A CTA button and a unique survey link are appended automatically.
You can customize:
Sender name
Subject line
Body text
CTA button color
Testimonial request
Sent to Promoters (and/or Passives) when they submit a response, if auto-routing is enabled.
The default subject is Would you leave us a quick testimonial?. The body thanks the recipient for their kind feedback and invites them to leave a text or video testimonial.
A "Leave a testimonial" CTA button linking to your Space's collection page is appended automatically.
You can customize:
Sender name
Subject line
Body text
CTA button color
Case Study Request
Sent to promoters who submit a 9 or 10 — invites them into the selected case study.
The default subject is wants your help with a case study?. The body thanks the recipient for their kind feedback and invites them to leave a text or video testimonial.
An "Open the case study" CTA button linking to the case study you selected.
You can customize:
Sender name
Subject line
Body text
Detractor follow-up
Sent to Detractors when they submit a response, if auto-routing is enabled.
This email is intentionally plain — no CTA button, no template styling — to feel like a personal reach-out rather than an automated message. It's sent from [email protected], and the Reply-To address defaults to your account email, so replies land directly in your inbox.
The default subject is We'd love to learn more, {{recipientName}}.
You can customize:
Sender name
Reply-To email
Subject line
Body text
6. Reminders
Check Send a reminder to recipients who haven't replied to automatically follow up with non-responders.
7. Create
Click Create to save and activate. You'll land in the survey's management view.
Need help? Message us in the chat widget.
Next steps: