The template runs an NPS survey in chat: customers rate on a scale from 0 to 10, and depending on the category a matching free-text follow-up is asked for promoters, passives or detractors. Results are captured in structured form and passed to your feedback or CRM system. Question text, follow-up questions and thresholds are adjustable. Brands such as RTL, ZEB, SCHOTT CERAN and PUKY already use the template.
Highlights
Classic NPS question in chat:
Scale from 0 to 10, with no separate survey tool needed.
Category-based follow-up questions:
Depending on the rating, the agent asks a matching free-text follow-up for promoters, passives or detractors.
Direct handover of results:
Answers are captured in structured form and passed to your feedback or CRM system.
Use cases (examples)
Measure customer satisfaction after a purchase or service interaction
Track loyalty to your brand on a recurring basis
Dig deeper into detractor feedback to understand root causes
Collect NPS scores for individual products, locations or campaigns
Feed results continuously into a CRM or analytics tool for trend analysis
What is included in the template?
NPS question with a 0 to 10 scale
Configurable promoter, passive and detractor categories with their own thresholds
Optional free-text follow-up per category
Adjustable question text and follow-up questions
API connection to your feedback or CRM system
Get started in under 5 minutes
Install the template
Adjust the NPS question:
Set the question text and thresholds for promoters, passives and detractors.
Define follow-up questions:
Set up a matching free-text follow-up per category.
Connect your system and publish:
Link your feedback or CRM system, test, then publish.
