Updates update · December 2, 2016 Update: Kick Off Zaps When Contacts Unsubscribe

When a customer unsubscribes from your emails, it doesn't mean it's the end of the road. With the latest update to the Zapier integration, you can kick off Zaps when a user opts out of emails. Use automations to search for that customer in your more update · October 8, 2015

New Action for Unsubscribe Contacts

Net Promoter Score is an incredible way to track customer loyalty just by asking one simple question: how likely is it that you would recommend my brand/product/service to a friend or colleague? Sending that type of question to your valuable customers allows you to more update · May 25, 2015

Leverage Feedback in 450+ Apps With Zapier

Getting feedback from your users is fantastic to see, whether you're creating a new feature for your software or trying to make improvements on your business overall. Making sure you're capturing actionable customer insights is where can help. Survey your customers, set up easy reminders more
Aja Frost
Written by Aja FrostLast updated January 27, 2016

Not only do customer surveys have famously low response rates (30% is considered high), but their results can be inconclusive or misleading., an email survey tool, will help you gather customer insights that are actually meaningful.

The platform uses two simple questions (“How likely are you to recommend us to a friend?” and “What’s the biggest reason for your response?”), to calculate your Net Promoter Score (or NPS). Your NPS predict your customer loyalty, but more importantly, it helps you identify the customer relationships you need to focus on.

And good news:’s process and back-end are nearly as simple as the survey itself.

The first step is uploading your contacts. You can import contacts from a CSV file, integrate with Segment, or use Zapier to connect with apps like Intercom, Zoho, Salesforce, Mailchimp and more. Alternatively, you can integrate directly with the API.

Once you’ve got a database of customer emails, it’s easy to start your own campaign. Just choose a contact list (or two, or 10; the number of recipients is up to you); add your company’s logo; and send it off.

Not only are’s emails responsive—meaning you don’t have to worry about which device your customers are opening them on—the platform supports 27 different languages.

There’s also customizable delivery. Surveys can either be sent out instantly or “dripped,” which means only a portion of recipients will get your survey each day. Drip surveys provide better insights for your team and make following up with individual customers easier.

To make sure you don’t overwhelm anyone, includes survey throttling as well. This optional feature allows you to set the number of surveys your customers receive within a given time period.

The service’s arguably most important features kick in once you’ve started gathering feedback. Your dashboard gives you a bird's-eye view of all the campaigns you’re currently running, including status, date, and NPS score. Each campaign also has an individual dashboard with detailed analytics: score analysis; response rate; follow-up completion; recent scores; top trends; and delivery, bounce, and unsubscribe rates.

You can even discover risks to your short-term and long-term revenue, as well as potential new revenue, which calculates using customer satisfaction and your average revenue per customer.

Let’s say you want to look at trends across multiple campaigns and customer segments. has a “tags” feature, letting you categorize individual responses by theme and sentiment. If one customer says he “loves how many features there are,” while another says he’s “overwhelmed by the options,” and a third says she thinks “the feature set is satisfactory,” then you could cluster those responses under the “feature” tag and assign each a “positive,” “negative,” and “neutral” sentiment, respectively.

To get a different view of your feedback, use’s filter functionality. Say you offer three different subscription plans for your product: Basic, Pro, and Elite. To see each customer segment’s individual NPS, choose a campaign and click “Filter Segments.” You’ll be able to instantly see each the average NPS for each subscription plan–which could uncover some really useful trends.

These filters come from the data you provide about contacts when you add them to your account, so they’ll always be customized to your business and product.

Thanks to its ease-of-use, actionable data, and powerful advanced features, is a great way to measure your customer loyalty and improve your profucts through simpe NPS surveys people are more likely to actually use.

Have any feedback on this overview, or something we should change? Let us know!

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