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NPS Tracking — measure and improve customer satisfaction

Run Net Promoter Score surveys, segment responses by score, auto-follow up with detractors, and track your NPS trend over time — all from CooVex.

Net Promoter Score (NPS) is the most widely used metric for customer satisfaction and loyalty. It asks customers one question: On a scale of 0-10, how likely are you to recommend us to a friend or colleague?

CooVex lets you run NPS surveys, collect responses, analyze results by segment, automatically follow up with unhappy customers, and track your score as a trend over time.

How NPS works

Respondents are split into three groups based on their score:

  • Promoters (9-10) — loyal enthusiasts who will refer others and drive growth
  • Passives (7-8) — satisfied but not enthusiastic; vulnerable to competitors
  • Detractors (0-6) — unhappy customers who may actively discourage others

Your NPS score = % Promoters minus % Detractors. Scores range from -100 to +100. A score above 50 is excellent; above 70 is world-class.

Setting up an NPS survey

Step 1 — Create the survey

Go to Engagement → NPS and click New Survey. Set:

  • Survey name — for your reference (e.g., Q4 2025 NPS)
  • Follow-up question — an open-text question asking why they gave that score (e.g., “What is the main reason for your score?”)
  • Branding — logo and color scheme on the survey page

Step 2 — Choose recipients

Send to:

  • All customers — from your connected revenue source or lead list (status: Won)
  • A specific segment — filter by plan, purchase date, industry, or any lead attribute
  • Manual list — upload a CSV of emails

Step 3 — Schedule delivery

Send immediately, or schedule for a specific date and time. You can also set up a recurring survey — quarterly is standard for most businesses.

Working with responses

Automated follow-ups

Configure automatic follow-up emails based on score:

  • Promoters (9-10) — thank them and ask for a review on G2 or Google
  • Passives (7-8) — ask what would make them a 10
  • Detractors (0-6) — personal follow-up from a team member, triggered as a high-priority task in the agent

AI response analysis

For open-text follow-up responses, the AI identifies common themes. If 40% of detractors mention “pricing” and 30% mention “slow support”, those are your two highest-priority issues — surfaced automatically, without manually reading every response.

NPS dashboard

The NPS dashboard shows:

  • Current NPS score and trend chart
  • Response breakdown: promoters, passives, detractors
  • Common themes from open-text responses
  • Comparison to previous survey period
  • Individual responses with follow-up status

See also: Reviews & Ratings | Analytics Overview

NPS Tracking — measure and improve customer satisfaction | CooVex