Net Promoter Score (NPS) - What it is and how to use it

Net Promoter Score measures customer experience on a 0-10 scale, allowing your business to determine customer satisfaction and predict business growth. You can read more about the basics of NPS surveys by clicking here.


Textline allows you to send your NPS surveys via text. To get started, select the Heart icon in your Dashboard.



From there, you'll enter the information to personalize your survey:

Intro: Optional first sentence to lead into your survey question. [Eg: Thank you for your business!]

Brand/Product name: The business name or product name for which you are requesting a rating.

Include opt out message: Optional. Checking the box will automatically send "Reply STOP to opt out" to your customer immediately following the first message. 

Thank You Message: Optional last message, after score and feedback have been received. You can choose to send the same message to all participants, or check box for "Different messages based on score" to respond differently to Promoters, Passives, and Detractors (more info below).

Delivery Details: Indicating the maximum number of times a month or day a survey can be sent to a customer.

Click Save Changes when you're ready to proceed. This will not send your survey yet.



Different messages based on score

If you'd like, you can choose to differentiate the final messages your participants receive based on whether they scored as Promoters (9-10), Passives (7-8), or Detractors (0-6). For example:

Promoters: Thank you for your feedback! We appreciate it, and we'd love if you could take a moment to review us in the app store:

Passives: Thank you for your feedback! If there's anything specific we can do to help, please feel free to reach out to our main support line at (555) 555-5555.

Detractors: Thank you for your feedback - we're sorry to hear that we're not meeting your needs! Someone from our Customer Service team will be reaching out shortly to help address your concerns. 


When you're ready to send your survey, select the Send NPS tab in the left menu. Here, you can enter recipients individually, select contacts from your Textline Address Book, send to contacts with a particular tag, or select a CSV of names and phone numbers to upload.



Click Send when you're ready to send the survey. If you've already used the NPS feature, this will automatically send your survey. If this is your first time sending a survey, the system will have you select the area code from which you'd like the survey to be sent - this will set up your NPS Department for future use - after which you can click Send to send the surveys.



Viewing your responses

For an overview of your NPS responses, head to the Overview tab. This section will break down the number of promoters, passives, and detractors overall and by tag (if using), as well as indicating your response and completion rates, and of course, your current NPS score. 

You can export your data to a CSV by clicking the Export icon. This will export all data for the selected date range, which you can update by clicking on the date buttons.



To view each response individually, click on the Responses tab. You can see each individual score and response, and tag responses if you'd like. Clicking View Conversation under the contact's name will open a Conversation in your Textline dashboard with the contact, allowing you to respond directly to them if you'd like.




Watch the tutorial video on Understanding & Using NPS here.


Please note: NPS surveys are available for customers on the Standard Plan and above.