Improve Customer NPS

Track Net Promoter Score and manage campaigns and workflows associated with them

Customer Experience



Published on:

July 21, 2020

Last Updated:

July 21, 2020

Data Security & Privacy:

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Introduction to NPS

Use the Net Promoter Score SuccessBLOC to turn NPS to actions. This SuccessBLOC includes everything you need to run Net Promoter campaigns, calculate your NPS Score and present it in a simple way, and trigger the right action based on your customers’ responses. Once installed, this SuccessBLOC will give you the foundation you need to engage with all your customers based on their feedback.

This NPS toolkit allows you to:

  • Automatically trigger and send Net Promoter Score surveys at key points throughout the customer lifecycle.
  • Measure your NPS score and analyze customer satisfaction trends to surface insights and improve customer loyalty.
  • Trigger the right action to respond to a customer  with automated emails that convert detractors into promoters and turn promoters into advocates for your business.
  • Implement playbooks that trigger alerts and follow-up action by your team when customers respond to a survey.

What's Included?

goals & kpis

Measure success for the customer and success for the business

Drive best-in-class customer loyalty

  • Overall Net Promoter Score
  • % of Promoters
  • % Detractors
  • % Passives
  • Health of Paying Accounts
  • NPS by Customer Journey Adoption
  • Customers by Journey Established
  • User NPS Breakup

Maintain a high campaign response rate

  • NPS Response Rate

Manage and reduce accounts at risk due to low NPS

  • Total Revenue at risk
  • Percent of Revenue at risk

Provide a great CSAT experience

  • Overall CSAT
  • Average Onboarding CSAT

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Paying Customers
  • Accounts at risk due to detractors.
  • Users targeted by NPS Campaign
  • Users who provided a NPS response
  • List of Promoters
  • List of Passives
  • List of Detractors
  • Users by Journey Stage - Adoption
  • Users by Journey Stage - Established
  • Users who responded to CSAT Campaign


Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Plan for Detractors -> Promoters
  • Plan for Passives -> Promoters
  • Promoters -> References


Automate your communications using campaigns to send automation emails triggered by various goals

  • Close the Loop - Detractor
  • Close the Loop - Promoter
  • NPS Survey - 1st Reminder
  • NPS Survey
  • Post Onboarding CSAT


Setup your SuccessBLOCs today. Try Totango for Free.