Goal of the roadmap

The idea is to move from “sending random surveys” to a structured flow:

Journey event → Rule in Pulse → NPS trigger → Response → Comment → Dashboard and action plan

1. Before opening Pulse: define the strategy

Answer 3 questions:

Why measure? (Reduce churn? Improve support?)
Who is the audience? (Everyone? Only VIPs? Only new ones?)
Who will act? (Who receives the low-score alert?)

2. Where to ask (Collection Points)

Post-support

When closing a ticket or chat. Focused on the specific experience.

Trigger: Ticket closed.

Post-purchase

After delivery or onboarding. Focused on the promise kept.

Trigger: 5 days after delivery.

Relational

Every 90 days. Overall view of the brand and loyalty.

Trigger: Tenure.

3. Frequency and Sample

Avoid "survey fatigue"

Set up do-not-disturb rules in Pulse:

Maximum of 1 relational NPS every 90 days.
Maximum of 1 survey of any kind every 7 days.

Sample size

To compare segments, aim for at least 30 responses per group. If your base is small (< 200), try to listen to everyone, but respecting the 90-day quarantine.

4. Step by step in Pulse

Step 1: Create the template

Use the standard 0-10 question and a comment field. Short text: "Your response takes 1 minute".

Step 2: Choose Channel

Email for relational/B2B. WhatsApp for transactional/B2C. In-app for SaaS.

Step 3: Define Journeys

Post-support: Immediate trigger when closing a ticket.
Relational: Trigger based on usage time (e.g.: 90 days).

Step 4: Closing the loop (Closed-loop)

Detractors (0-6): Pulse should generate an alert for the CX team to act. Call or send an email to understand the problem.

5. Dashboards and reading routine

There is no point in collecting if no one reads it. Establish rituals:

Weekly (Operational)

Review post-support NPS and resolve critical detractor cases.

Monthly (Strategic)

Review Relational NPS, upward/downward trends and the main themes in comments.

Implementation Checklist

Goal and audience defined

Collection Points mapped

Survey template created

Automatic triggers in Pulse

Frequency rules active

Closed-loop flow designed

Shall we set this up together?

Centriu's team of specialists helps design this journey and set up Pulse so you can get started quickly.

NPS rollout roadmap with Pulse