NPS Survey Design
A step-by-step recipe for designing, deploying, and acting on Net Promoter Score surveys that drive real product improvements.
1. Define the Trigger
Send the survey after a meaningful moment — 7 days post-signup, after the third successful export, or when a user hits a usage milestone. Avoid spamming every login.
2. Craft the Question
Use the standard wording: “How likely are you to recommend Meridian to a friend or colleague?” Follow immediately with an open-ended “What’s the main reason for your score?”
3. Segment Responses
Promoters (9–10), Passives (7–8), Detractors (0–6). Route Detractors to a follow-up flow within 24 hours. Tag Promoters for case-study outreach.
4. Close the Loop
Reply to every Detractor personally. Share aggregated NPS trends with the team weekly. Tie verbatim themes to specific roadmap items so respondents see their feedback in action.
Pro tip: NPS is a directional metric, not a vanity number. Focus on the qualitative reasons behind the score — that’s where the product insights live.