NPS surveys
An NPS survey asks the member how likely they are to recommend your brand, from 0 to 10. Menu: Engagement › NPS Surveys.
NPS Surveys permission · Only from a client account, not from the host.
How it works
Each survey is a single question with an answer from 0 to 10. A member responds once per survey. The member portal shows them the pending survey when the Trigger Type is met.
The calculation uses the standard split:
| Group | Score |
|---|---|
| Promoters | 9 or 10 |
| Passives | 7 or 8 |
| Detractors | 6 or less |
The NPS score is (promoters − detractors) / total responses × 100, between −100 and +100. On responding, the member receives the Points for Completion, with the multipliers of any active campaigns.
List
| Column | What it is |
|---|---|
| Name | Internal name of the survey. |
| Trigger Type | When it is offered to the member. |
| Points for Completion | Points for responding. |
| Active | Only active surveys are offered. |
The Actions menu on each row offers View Score, Edit and Delete. There is a search box (Search...) and Refresh.
View Score opens NPS Score with Total Responses, Promoters, Passives, Detractors and Average Score. With no responses it shows No responses yet.
Create / edit
Click Create New.
| Field | What it is | Notes |
|---|---|---|
| Name | Internal name. | Required. |
| Question | Text the member sees. | Required. |
| Trigger Type | When the survey is offered. | See the table below. |
| Trigger After (transactions) | Number of purchases that trigger the survey. | AfterNTransactions only. |
| Points for Completion | Points on responding. | Needs a Loyalty Programme. |
| Loyalty Programme | Programme that receives the points and limits the survey. | |
| Active | Publishes the survey. | Active by default when creating. |
| Trigger Type | Offered when… |
|---|---|
PostPurchase | The member has just earned points from a purchase. |
PostRedemption | The member has just redeemed a reward. |
OnTierChange | The member has just changed tier. |
AfterNTransactions | The member reaches the stated number of purchases. |
PostVisit | Never triggers for now. |
Manual | Not offered on its own: reserved for a future direct send. |
States and limits
- "Just" means within the last 15 minutes.
- A member cannot respond if they do not meet the trigger or the survey is inactive.
- If they respond twice, IncentIA shows "You have already responded to this survey".
- A score outside 0–10 is rejected.
- It is a single question. There are no follow-up questions or free-text comment.
Permissions
| Action | Permission (UI text) | Technical id |
|---|---|---|
| View the screen and the score | NPS Surveys | Pages.Loyalty.NpsSurveys |
| Create | Creating NPS Survey | Pages.Loyalty.NpsSurveys.Create |
| Edit | Editing NPS Survey | Pages.Loyalty.NpsSurveys.Edit |
| Delete | Deleting NPS Survey | Pages.Loyalty.NpsSurveys.Delete |