NPS surveys
Know who would recommend you, and who is about to leave
One question, 0 to 10, from a button on your site or a link in an email. You get the score, the reason behind it, and a list of happy customers to ask for a review.
Free plan included. No credit card.
How likely are you to recommend us to a friend?
What the score is for
Churn
Catch detractors while you can keep them
A 4 with "support never answered" is a customer you can still call.
Reviews
Ask promoters at the right moment
A 9 or a 10 is the best time to ask for a review, and Shapo already collects and shows them.
Changes
Know if the last release helped
Same question, asked the same way. When the score moves, the comments say why.
Your score, split three ways
A +20 from 60% promoters and 40% detractors is a divided customer base. A +20 with almost no detractors is a customer base nobody is excited about. The responses page shows the score, the three groups and the full 0 to 10 spread, so you see which one you have.
- Score, promoters, passives and detractors
- Filter by sentiment and date
- Export every response to CSV
Post-purchase NPS
318 responses, last 90 days
NPS
+54
The reason behind each score
A 6 tells you something is wrong. The comment tells you what. Turn on the AI follow-up and Shapo asks one or two questions about the answer, in the customer's language, then summarises it.
- Optional comment prompt under the scale
- AI follow-up capped at the number of questions you set
- Sentiment and a summary on every response
6. Support is slow.
Sorry to hear that. What happened the last time you contacted us?
A billing question. Five days for a reply.
Thank you. Was it sorted out in the end?
Ask on your site, or by email
A corner button on the account, checkout or support page asks while the experience is fresh. For customers who no longer visit, send the survey in a Shapo email campaign and see who answered.
- Bottom left or right, with your own button text
- Inline embed, or a plain link for receipts and QR codes
- Campaign reports show who responded
From: Acme via Shapo
Subject: Dana, how likely are you to recommend us?
Hi Dana,
One quick question: how likely are you to recommend us to a friend or colleague? It takes ten seconds.
Rate usUnsubscribe
Responses
38%
Live in three steps
- 1
Create an NPS survey
The standard question and a reason prompt are filled in. Change the wording, colours and language if you like.
- 2
Paste the snippet or send it
One line of HTML for the corner button, or pick the survey as the target of an email campaign.
- 3
Act on both ends
Call the detractors. Invite the promoters to leave a review.
Questions
What is a Net Promoter Score?
Customers rate how likely they are to recommend you, from 0 to 10. 9 and 10 are promoters, 7 and 8 are passives, 0 to 6 are detractors. The score is the percentage of promoters minus the percentage of detractors, so it runs from -100 to 100.
Where can the survey appear?
As a button in a corner of your site that opens a small panel, inline on a page, at its own link for emails and QR codes, or in a Shapo email campaign to your customer list. The embed is the same one-line snippet Shapo widgets use.
Will it annoy visitors?
It waits in the corner until someone clicks it, and "not now" hides it for the rest of the visit. Put it on pages where people have something to rate, like the account page or an order confirmation.
Does it use AI?
Only if you want it to. Scores and comments are collected without any AI. The follow-up questions and the insights report are the AI parts, and both are optional.
What is free?
One survey, with the first ten responses visible. Pro shows every response and adds AI insights and reports.
Can I ask NPS on my testimonial form?
Yes. Add an NPS field to a collection form and its analytics page reports the score from people who also left a review.
Find out who would recommend you
One NPS survey is free. Paste one line of HTML and the score starts filling in.