NPS surveys
NPS surveys that land on the contact, not in a spreadsheet.
Ask “How likely are you to recommend us?” wherever customers are, see your Net Promoter Score move over time, and send every answer to the right person in your CRM. Detractors get a follow-up before they churn.
What is NPS?
Net Promoter Score (NPS) measures how likely customers are to recommend you. You ask one question, “How likely are you to recommend us to a friend or colleague?”, on a scale from 0 to 10, and group the answers:
- Promoters (9–10): loyal fans who will recommend you.
- Passives (7–8): satisfied, but open to a competitor.
- Detractors (0–6): unhappy customers who may leave, or warn others off.
How to calculate NPS
Example: 200 people answer. 116 score 9 or 10 (58% promoters), 52 score 7 or 8 (26% passives) and 32 score 0 to 6 (16% detractors). Your NPS is 58 − 16 = +42.
Rirofeed does this for you on every NPS form, with a 30-day trend and the promoter, passive and detractor split.
How Rirofeed runs NPS
From the question to the follow-up.
Wherever customers are
Send a public link, embed the form on a page, add a floating feedback button to your site, or put clickable 0–10 buttons inside any email. One tap records the score.
Ask detractors why
Skip logic shows follow-up questions only to the people who need them, like “What could we do better?” for scores of 6 or below. Promoters can be sent to leave a public review.
The score and the reason
See NPS over time, the promoter, passive and detractor split, sentiment on every written answer, and the themes people keep mentioning.
Scores on the contact
Rirofeed matches each response to a contact by email and logs it in HubSpot, Salesforce, Dynamics 365, Zoho CRM or RiroCRM.
Alerts for unhappy customers
A detractor score counts as negative feedback. Rirofeed can post it to Slack, call a webhook, or open a high-priority RiroCRM ticket so someone follows up quickly.
Survey at the right moment
Send an NPS survey automatically after a deal is won or a ticket closes, with a delay, and skip anyone you asked in the last 30 days.
NPS survey best practices
- Ask at a natural moment. After onboarding, a renewal or a closed support ticket gives you context. Rirofeed automations can do this for you.
- Keep it short. The 0–10 question plus one open “why?” question is enough. Every extra question lowers the response rate.
- Follow up with every detractor. The score is only useful if someone acts on it. Route low scores to a person, not a dashboard.
- Track the trend, not one number. Compare NPS month to month and by segment, rather than against an industry average.
- Don’t over-survey. Ask the same person no more than once a quarter or so.
What is a good NPS score?
Any score above 0 means you have more promoters than detractors. Above +30 is generally considered good and above +50 excellent, but averages vary a lot by industry, so your own trend over time is the most useful comparison.
Can I send NPS surveys by email?
Yes. Rirofeed can put clickable 0–10 buttons inside any email, so customers answer with one tap. Email campaigns are tracked from sent to opened to answered.
Does Rirofeed calculate NPS automatically?
Yes. Every NPS form shows your score, the promoter, passive and detractor split, and a 30-day trend. You can export the raw responses to CSV at any time.
Where do NPS scores go in my CRM?
Rirofeed matches the respondent by email. HubSpot, Dynamics 365 and Zoho CRM get a note on the contact, Salesforce gets a completed task, and RiroCRM also stores the latest score in fields on the contact.
Is there a free NPS survey plan?
Yes. The Free plan includes NPS surveys with 5 forms and 100 responses a month. See pricing.
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