Customer NPS And Recovery Funnel
Post-purchase NPS email where scores route promoters to a review request and detractors to a concierge recovery flow.
Possibilities
Where this could go
Automated Post Purchase NPS Surveys
Trigger an email asking customers to rate their experience after their order arrives.
- Set delivery delay triggers
- Embed survey inside email
- Capture scores instantly
- Sync data to customer profile
Route Happy Customers To Reviews
Direct customers who leave high scores straight to your preferred public review platforms.
- Filter scores of nine and ten
- Link to Google or Trustpilot
- Pre-fill review prompts
- Track review completion rates
Concierge Recovery For Low Scores
Catch negative experiences early by opening a direct support ticket for unhappy customers.
- Intercept scores under seven
- Open Gorgias or Zendesk tickets
- Alert support managers
- Offer resolution incentives
Questions
Things people ask
Which email service providers support this NPS funnel?
We build this flow using Klaviyo or Omnisend. Both platforms allow us to embed the NPS survey directly into the email body and use the click data to trigger the next steps.
How do you know when the order has actually arrived?
We connect the flow to your shipping tracking software like Wonderment or AfterShip. The NPS email sends only after the package is marked as delivered.
Where do the high score reviews get posted?
You choose the destination. We can route promoters to Google Reviews, Trustpilot, Okendo, or any other platform you use to collect public feedback.
What happens when someone leaves a low score?
The system prevents them from going to a public review site. Instead, it directs them to a private feedback form and automatically creates a ticket in your helpdesk.
Can we customize the score thresholds?
Yes. You decide which scores count as promoters, passives, and detractors. We configure the routing logic based on your specific definitions.
Does this work for subscription orders?
It works for both one time purchases and subscriptions. We can set rules so subscribers only receive the NPS survey after their first or second delivery to avoid email fatigue.
How does the support team get notified of a detractor?
We integrate the flow with tools like Gorgias or Zendesk. A low score instantly opens a prioritized ticket containing the customer details and their survey response.
