Pulseri NPS for the relationship
Ask how likely someone is to recommend you, on a schedule to a segment.
Customer feedback
Ask customers at the moment that matters.
Send NPS, CSAT and CES surveys on a schedule or when something happens. Nobody is asked too often.
A team picks a moment (a customer finishes a purchase), who to ask (paid-plan customers not asked in the last 90 days) and where (in the app or by email), then sees the question. By default, the same person is not asked twice in 90 days.
When
A customer finishes a purchaseWho
Paid customers not asked in 90 daysWhere
In your app or by email
What your customer sees
How likely are you to recommend us to a friend?
Not likelyVery likely
By default, will not ask the same person twice in 90 days.
Three scores
Pick the survey that fits the moment
Use NPS for a regular check-in on the whole relationship. Use CSAT and CES right after something happens.
Timing
On a schedule, or when something happens
A team picks a moment (a support ticket is closed), who to ask (any customer who contacted support) and where (by email), then sees the question. By default, the same person gets at most one survey like this a day.
When
A support ticket is closedWho
Anyone who contacted supportWhere
By email
What your customer gets
How well did we solve your problem today?
Not wellVery well
By default nobody is asked more than once a day.
A scheduled survey goes to a segment on a cadence you choose. An event survey starts when your app, Stripe or Zendesk sends an event.
- Choose the moment, such as a closed ticket or a purchase.
- Choose who gets it: everyone, a segment, or people on a certain plan.
- Add a delay, so the survey arrives while the moment is fresh.
Timing limits
Nobody gets asked too often
Two rules protect customers from survey fatigue. Both are on from the start.
Relationship cooldown. After a relationship survey such as NPS, a person is not asked again for 90 days by default, across all your campaigns.
Daily limit for event surveys. CSAT and CES surveys follow a limit on how many one person can get in 24 hours, so a customer who writes to support three times a day does not get three surveys.
Change both in your settings.
Where people answer
In your app or by email
Each campaign uses one channel. Pick the one your customers open most.
- In-app: a small survey inside your product.
- Email: a link, from your own domain on plans that include it.
- Both follow the same relationship cooldown and daily limit.
- People can change their answer for 24 hours after sending it.
After the answer
Send happy customers to a review page
After answering, people see a thank-you message. You write one for each score range. For high scores, add a link to your review page.
Reports
Reports by customer account
See scores by account and over time, then read what people wrote.
The average score dips in week 6, from 8.1 to 6.2. Of that week's comments, 14 are about slow exports, 6 about confusing pricing and 3 about help arriving late. A summary says the score fell mostly because exports got slower.
Average score by week
7.4this week
Dip in week 6
What people wrote in week 6
Slow exports14 comments
Confusing pricing6 comments
Help arrives late3 comments
In short
The score fell from 8.1 to 6.2 in week 6, mostly because exports got slower. It is recovering since.
Group people, for example by company. Pulseri rolls scores up by group and by week, so you see which accounts are slipping before they leave. Theme tags on comments explain each dip.
Voice of the customer for a small team shows how to set up the habit around these reports.
Keep reading
- CSAT after a Zendesk ticket: a short survey sent when a ticket is solved.
- Alerts for low scores: how a low score reaches your team through Slack, Teams, email or a signed webhook.
- Zendesk integration: send a short survey when a ticket is solved.
Questions people ask
NPS asks how likely someone is to recommend you and tracks the whole relationship. CSAT asks how satisfied someone was with one moment, such as a support chat. CES asks how easy a task was.
Yes. Connect Zendesk, or send a ticket-closed event from your own system, and choose how long to wait. The pricing page shows which plan includes Zendesk.
It records every survey sent. By default, relationship surveys such as NPS wait at least 90 days across all campaigns, and event surveys follow a daily limit you set.
No. They answer in your app or from a link in an email.
Hear from customers at the right moment
Try Pulseri for 14 days. Set up your first survey in your app or by email.
Free for 14 days. Cancel any time before it ends.