NPS Surveys
Measure customer loyalty and link it to your product backlog
Growth Plan Feature
NPS Surveys are available on the Growth plan and above. Collect customer loyalty scores, track trends over time, and connect sentiment to your product backlog.
View PricingOverview
Net Promoter Score (NPS) is a simple but powerful metric that measures customer loyalty. IdeaLift's built-in NPS surveys let you collect scores directly from your users, then connect that sentiment data back to your product ideas. Understand not just what customers want, but how loyal they are and what drives their satisfaction.
Setting Up NPS
1Enable NPS Surveys
Navigate to Settings → NPS in your workspace dashboard. Toggle "Enable NPS Surveys" to activate the feature for your workspace.
2Configure Survey Settings
Customize the survey to match your brand and use case:
3Choose Your Delivery Method
Select how surveys reach your customers:
- •In-app widget — Show the survey inside your product via the embeddable widget
- •Email — Send survey emails on a recurring schedule
- •Shareable link — Distribute a direct survey URL wherever you like
Survey Triggers
Control when NPS surveys appear to maximize response rates without annoying your users.
Time-based triggers
Show the survey on a recurring schedule (e.g., every 90 days). IdeaLift tracks when each user last responded so they are never asked more frequently than your configured interval.
Event-based triggers
Trigger surveys after specific milestones — a feature adoption event, a support ticket resolution, or reaching a usage threshold. Configure events in the widget API.
Manual campaigns
Send a one-time NPS campaign to a segment of users via email. Useful for quarterly benchmarking or post-launch sentiment checks.
Viewing Results
NPS Dashboard
Your NPS dashboard provides a real-time view of customer sentiment:
- •Overall NPS score — Calculated as % Promoters minus % Detractors (-100 to +100)
- •Trend chart — Track how your score changes over weeks and months
- •Response breakdown — See the distribution of Promoters, Passives, and Detractors
- •Verbatim responses — Read the follow-up comments from each respondent
Filtering and Segmentation
Filter NPS results by date range, customer segment, plan type, or survey campaign to understand which groups are the most and least satisfied.
Linking NPS to Ideas
The real power of NPS in IdeaLift is connecting scores to your product backlog. When a detractor leaves a follow-up comment, IdeaLift's AI can automatically extract actionable ideas and add them to your inbox.
Automatic idea extraction
When NPS follow-up comments contain feature requests or complaints, AI parses them into structured ideas and adds them to your inbox with the respondent's NPS score attached.
Detractor signal boost
Ideas linked to detractors receive a signal score boost, helping you surface the features that could turn unhappy customers into loyal advocates.
Manual linking
You can also manually link any NPS response to an existing idea in your backlog, giving that idea additional customer context and urgency data.
Best Practices
- 💡Survey no more than once per quarter to avoid fatigue — quality over quantity
- 💡Always include a follow-up question — the verbatim comments are the most actionable data
- 💡Close the loop with detractors — reach out personally and let them know you heard them
- 💡Track NPS trends alongside feature releases to measure the impact of your product decisions