NPS Survey

Know how every shopper felt

Conversion shows what shoppers did. NPS shows how they felt, straight from customers who ordered with help from ShopGuide Chat.

Start for Free See how it works
NPS Survey overview in Shopify Admin showing a Net Promoter Score of +71, promoter split, trend and response rate
🛒

You only see the order

Analytics tell you someone bought. Not whether they'd buy again or tell a friend.

🤐

Unhappy customers stay quiet

Most never email you. They just don't come back.

📋

Surveys are a chore

Separate survey tools mean another login, another bill, another list to sync.

Meet NPS Survey

One checkbox. A short email after each chat-assisted order. A live score on your Overview.

📊

The Score

A 0–10 brand rating turned into one number you can track over time.

💬

The Chat Check

A second score for the chat experience, so you can see how ShopGuide Chat itself is landing.

🔎

The Why

Customers who score the chat 6 or below can tell you what went wrong.

84-second overview

Hear how every shopper felt

On in one click

No setup, no survey builder.

  • Extras → NPS Survey → Settings
  • Tick the box and save
  • Off by default until you turn it on

Emails go out about 10 days after a chat-assisted order.

Read the setup docs
On in one click
Your score, at a glance

Your score, at a glance

Everything lands on your ShopGuide Overview:

  • NPS score and trend over time
  • Promoters / passives / detractors split
  • Response rate
  • Every response with its comment

The brand question feeds your Net Promoter Score. The chat question is tracked as its own average.

See how the score is worked out

Turn detractors into fixes

Low scores come with a reason.

  • Delivery took too long → show clear shipping times
  • Couldn't pick a size → link the size guide
  • Discount code failed → fix it and reach out

Rate the chat 6 or below and an optional comment box appears, so the reason arrives with the score.

Read the docs
Turn detractors into fixes

How to read your score

0–30
Good. Most stores start here.
30–50
Great. Shoppers are happy to recommend you.
50–70
Excellent. Promoters clearly outnumber detractors.
70+
World class. Below 0 means it's time to dig into the comments.

How NPS works

Net Promoter Score asks one question: how likely are you to recommend us to a friend? Answers run from 0 to 10.

Scores of 9–10 are promoters, 7–8 are passives and 0–6 are detractors. Passives don't count either way.

NPS = % promoters − % detractors

For example, 76% promoters minus 5% detractors is an NPS of +71.

Above 50 is excellent. Above 70 is world class.
How Net Promoter Score works: scores 0 to 6 are detractors, 7 to 8 passives, 9 to 10 promoters, and NPS equals percent promoters minus percent detractors
The 0–10 scale and the benchmark bands, from the overview video.

Questions? We've got answers.

Who gets the survey?
No. NPS Survey emails shoppers whose paid order came through the ShopGuide chat assistant and who left an email address. That keeps the score about the experience the assistant shaped, not general store traffic.
When is it sent?
About 10 days after the order, once the product has had time to arrive. The delay is fixed so scores stay comparable between stores and over time.
Do I need the chat?
Yes. Today NPS Survey is part of ShopGuide Chat and only surveys shoppers whose paid order came through the chat assistant. That keeps the score about the experience you're shaping.
Does it cost extra?
NPS Survey is built into ShopGuide, so there's no separate survey tool to buy or sync. See the app listing for current plans.

Find out how your customers really feel

NPS Survey is built into ShopGuide. Turn it on in one click.

Install ShopGuide See docs

14-day free trial. No credit card.

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