NPS rollout roadmap

Goal of the roadmap

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

Journey event → Trigger rule → Survey sent → Response → Comment → Dashboard and action plan

1. Before configuring any tool: 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 do-not-disturb rules:

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. Rollout step by step

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): A low score should raise an alert for the CX team to act on: call or e-mail 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

Frequency rules active

Closed-loop flow designed

Shall we set this up together?

Centriu specialists help you design this journey. Centriu does not have a satisfaction survey system of its own today — collection happens in the tool your operation already uses.