{"id":43588,"date":"2022-12-13T07:03:02","date_gmt":"2022-12-13T07:03:02","guid":{"rendered":"https:\/\/www.proprofssurvey.com\/blog\/?p=43588"},"modified":"2026-03-19T09:59:15","modified_gmt":"2026-03-19T09:59:15","slug":"nps-email","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/nps-email\/","title":{"rendered":"What Is a Net Promoter Score Email and How Do You Use It to Actually Improve Customer Loyalty?"},"content":{"rendered":"

A net promoter score email is a short, single-question survey sent to customers or employees asking how likely they are to recommend your business on a 0 to 10 scale.\u00a0<\/span><\/p>\n

Responses fall into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). Your NPS is the percentage of Promoters minus the percentage of Detractors.<\/span><\/p>\n

Most businesses send an NPS survey, collect a number, and do absolutely nothing with it. The score sits in a dashboard. Leadership mentions it in a quarterly review. The customer who gave you a 3 never hears back. That is not a loyalty program. That is survey theater.<\/span><\/p>\n

A well-built net promoter score email does three things: it asks the right question at the right moment, routes the response to the right follow-up, and closes the loop in a way that actually builds trust.\u00a0<\/span><\/p>\n

Tools like ProProfs Survey Maker are built specifically for this, handling everything from the initial send to the segmented follow-up without needing five different platforms.<\/span><\/p>\n

Here is how to do it right, from writing the email to acting on the data.<\/span><\/p>\n

<\/span>What Do You Do Before Creating a Net Promoter Score Email Survey?<\/b><\/span><\/h2>\n

Creating an NPS email means deciding who gets it, when it goes out, what question it asks, and what happens after someone responds. The email itself is simple. The system behind it is what makes it work.<\/span><\/p>\n

There are two types of NPS emails, and choosing between them is your first decision:<\/span><\/p>\n\n\n\n\n\t\n\n\t\n\t
Type<\/th>Timing<\/th>Goal<\/th>Frequency<\/th>Best For<\/th>\n<\/tr>\n<\/thead>\n
Relationship NPS<\/td>Quarterly or biannually<\/td>Overall brand loyalty<\/td>Max twice a year<\/td>Long-term trend tracking<\/td>\n<\/tr>\n
Transactional NPS<\/td>Within 24 hours of a trigger<\/td>Specific experience quality<\/td>Once per event<\/td>Immediate feedback<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n

Once you know which type you are running, here is the full workflow:<\/span><\/p>\n

    \n
  1. Choose your survey type.<\/b> Relationship NPS measures overall sentiment over time. Transactional NPS captures how someone felt about a specific moment, purchase, support call, onboarding step, cancellation.<\/span><\/li>\n
  2. Define your audience segment.<\/b> New customers, long-term accounts, churned users, or employees (eNPS). Each group requires different tone and timing.<\/span><\/li>\n
  3. Set your trigger.<\/b> Purchase confirmation, resolved support ticket, onboarding completion, calendar-based send, or cancellation event.<\/span><\/li>\n
  4. Analyze by cohort and time period.<\/b> A single score means very little. Trend direction and segment differences are where insights live.<\/span><\/li>\n<\/ol>\n

    Quick Note:<\/b> For B2B accounts, prioritize the primary decision-maker\u2019s response over individual user volume. One honest response from the contract owner outweighs ten casual users.<\/span><\/p>\n

    <\/span>How Do You Create a Net Promoter Score Email Survey?<\/b><\/span><\/h2>\n

    To demonstrate the build process, I\u2019m using ProProfs Survey Maker because it keeps the setup straightforward without removing important configuration options. You can either build with AI assistance or use a structured NPS flow.<\/span><\/p>\n

    Method 1: Use ProProfs AI to Refine Follow-Up Questions<\/b><\/h3>\n

    The rating captures the score. The follow-up captures the reason,\u00a0 and wording matters more than most teams realize. Here\u2019s a quick video for you to learn how to create an NPS survey:<\/span><\/p>\n

    https:\/\/youtu.be\/U9XmbF9tQ6w<\/span><\/a>\u00a0<\/span><\/p>\n

    Step 1: Create the Base Survey<\/b>\u00a0<\/span><\/p>\n