> ## Documentation Index > > Fetch the complete documentation index at: https://testimonial.to/guide/llms.txt > Use this file to discover all available pages before exploring further. # NPS > Send a Net Promoter Score survey to your customers, automatically route responses by score, and turn promoters into testimonials โ€” all from one place. ## 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 0โ€“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 โ€” 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. ๐Ÿ’ก **Try it yourself.** The NPS page includes a live preview of exactly what your respondents will see โ€” 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 โ€” the 0โ€“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 ยท Reminders every 7d_). - A **New NPS survey** button in the top-right to create additional surveys. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/c9/c911670bbde3715bc1892c195a388405.png) 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. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/70/70764c0790e8070007853114f53a7341.png) ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/4d/4dfe8068dbb1808350034f832163a084.png) 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." ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/da/da93f2238f28f852686719ae9e3c69db.png) --- ## 1. Name and question - **Name** โ€” an internal label for this survey (e.g., _Q1 customer pulse_). Not shown to recipients. - **Question** โ€” 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. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/4f/4f6b0ce55b18c11ebc5db5a6ee09456b.png) --- ## 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 โ€” they can submit without filling it in. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/36/3630857dc2e8f341eada63a04c3f55c4.png) 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 | 0โ€“6 | Unhappy customers | | Passives | 7โ€“8 | Satisfied but not enthusiastic | | Promoters | 9โ€“10 | Loyal customers likely to recommend you | The color-coded score bar (red โ†’ orange โ†’ green) lets you drag the threshold handles to use custom cutoffs if your scoring convention differs from the standard definition. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/9f/9f22a78289b91bfcac8daa9e91024e6f.png) --- ## 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 โ€” no manual follow-up needed. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/e3/e31ac85500a188e5b598f7551ffd74e2.png) **Promoters (9โ€“10)** - โ˜ Send them a testimonial request email - โ˜ Invite them to a case study **Passives (7โ€“8)** - โ˜ Send them a testimonial request email **Detractors (0โ€“6)** - โ˜ 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 โ€” 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 โ€” a 0โ€“10 score plus an optional comment. Give your feedback: A CTA button and a unique survey link are appended automatically. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/e5/e5fd1671018ba6a2795273038ecb3c01.png) 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. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/02/0203dc95ad825ac0f096d6b5ce6babc4.png) You can customize: - Sender name - Subject line - Body text - CTA button color --- ### Case Study Request _Sent to promoters who submit a 9 or 10 โ€” 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. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/e4/e47c6f8c4d5684dbd1648e83e18a12ed.png) 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 โ€” no CTA button, no template styling โ€” to feel like a personal reach-out rather than an automated message. It's sent from [`noreply@testimonial.to`](mailto:noreply@testimonial.to), 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}}`. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/57/57eaca5960f81508ec1f8da44bca1ff1.png) 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. ![](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/2c/2cbfbce46cf7af89a3ff9de430a45702.png) --- ## **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:** - [Managing your NPS survey](https://help.testimonial.to/en/articles/15418442-managing-your-nps-survey)