What is NPS and how is it calculated?

Net Promoter Score asks how likely someone is to recommend you from 0 to 10. The score is the percentage of promoters (9 and 10) minus the percentage of detractors (0 to 6), a number from -100 to 100.

Can I survey only paying customers?

Yes, on Pro and Team. Your server signs a user token that carries the plan, and a survey can be aimed at plan:pro or any other attribute you send.

Will surveys annoy my users?

You control that: a delay before it appears, the pages it shows on, how long to wait before asking the same person again, and a week of quiet for anyone who closes it. Each person sees one survey at a time.

Can I get survey answers into my own tools?

Yes. Each answer is sent as a signed survey.response webhook with the score, comment, plan and company, and every survey exports to CSV.

How many surveys can I run?

The Free plan runs 1 at a time, Pro 10 and Team 50. Drafts and answers are not limited.

Features

In-app NPS and surveys for your customers

Short answerShipnoted surveys ask one question inside your app: NPS, a 1 to 5 rating, a multiple choice or free text. You choose who sees it, on which pages, after how long, and results are split by the plan and company on each customer's signed token.

Four kinds of question#

NPS. "How likely are you to recommend us?" from 0 to 10, with the score, promoters, passives and detractors worked out for you.
Rating. A 1 to 5 score for anything: a feature, support, onboarding.
Multiple choice. Two to six answers, one pick.
Open question. A free-text answer.

Any score or choice can be followed by a short follow-up such as "What is the main reason for your score?".

Aimed at the right people#

A group. Ask only customers on a plan, or in a beta, or at a company, using the attributes your app signs into the user token. Because your server signs the token, a group can only contain people you vouched for.
Pages. Show it only on /dashboard, or on a whole section such as /settings/*.
Timing. A delay before it appears, a date to stop, and a rule for asking again: each person is asked once, or again after the number of days you choose. Someone who closes the card is left alone for a week.

Results you can use#

A headline number (NPS or the average), the spread of answers, results split by plan, week-by-week change, and every comment with the score and plan that came with it. Export it all as CSV, or send each answer to your own systems with the signed survey.response webhook.

Privacy#

Anonymous visitors are a random id made by their own browser. An email is stored only for a customer your app signed in. Answering is optional, and nothing is shown to a visitor more than the rules above allow.

What it costs#

The Free plan runs 1 survey at a time, Pro 10 and Team 50. Drafts are unlimited and answers are never counted.

Questions and answers

What is NPS and how is it calculated?: Net Promoter Score asks how likely someone is to recommend you from 0 to 10. The score is the percentage of promoters (9 and 10) minus the percentage of detractors (0 to 6), a number from -100 to 100.
Can I survey only paying customers?: Yes, on Pro and Team. Your server signs a user token that carries the plan, and a survey can be aimed at plan:pro or any other attribute you send.
Will surveys annoy my users?: You control that: a delay before it appears, the pages it shows on, how long to wait before asking the same person again, and a week of quiet for anyone who closes it. Each person sees one survey at a time.
Can I get survey answers into my own tools?: Yes. Each answer is sent as a signed survey.response webhook with the score, comment, plan and company, and every survey exports to CSV.
How many surveys can I run?: The Free plan runs 1 at a time, Pro 10 and Team 50. Drafts and answers are not limited.