Blog
Notes on measuring honestly.
Blog
Practical notes on measuring satisfaction without fooling yourself.
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Date from starts empty. The Monday row does not.
Tuesday 09:14 the Monday row is NPS 33 on 12. The list under the chart says 214, and the first line is 20 October at 08:50.
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The Monday bucket is not This period.
Tuesday 09:12 the row labeled 2026-10-12 to 2026-10-18 is NPS 33 on 12. This period is NPS 38 on 13, and it is not that row.
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The headline has no date. The 7-day cards do.
Monday 09:12 the headline is NPS 20 on 160 answers. This period, the 168 hours just ended, is NPS 75 on 20.
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All channels is three samples in one NPS
Monday's product-nps headline is NPS 17 on 47 answers. The legend under it is in-product 16, link 24, email 7.
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Completes over shown, not sends over the list
An 8,400-row ESP blast produced 48 answers and a 0.6% rate. The widget showed the same question 72 times; 48 people answered.
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Rewording starts a new series
Change friend or colleague to finance colleague on Friday, and Monday's NPS jump is the new question. Score that wording alone.
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One answer earns silence, including the ticket and the copilot
A 90-day cap on product NPS still lets ticket CSAT and the copilot ask the same person this week. Quiet belongs to the person.
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Ask after the agent resolves the task
A chatbot NPS at first token measures the wait, not the job. Ask at true resolution, bind the rating to the session you already trace, and read it honestly.
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Do not ask NPS on password reset, cancel, or the error page
A 0-10 recommend question on the reset page, the cancel email, the 404, or the all-hands Slack is not a relationship score. How to keep NPS a product program, and what each of those asks actually measures.
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Ask after the ticket or after first value, not on first paint
Post-ticket CSAT and post-onboarding NPS measure different moments. How to time each ask so people answer, and why one blended score is a sampling change wearing a product story.
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Keep CSAT on its own scale when you switch tools
A 1-5 CSAT is not a 0-10 NPS. How to import post-ticket history after a vendor change without rescaling, mixing series, or losing comments.
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Read the comments every week, or the score is a trophy
A stable NPS while billing complaints pile up is not stability. How to read, tag, and close the loop on comments without inventing themes.
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Put plan and role on the respondent, not in the survey
Plan, role, and tenure belong on the person you already know, not as extra questions after NPS. How traits keep the survey short and the sample readable.
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Widget vs hosted link vs email: pick the survey channel that fits
In-product widgets, hosted links, and bring-your-own email each collect different people at different moments. How to choose without stacking channels into spam.
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Thin samples: why a naked survey score lies
A lonely NPS or CSAT from a handful of responses can flip next week. How thin samples mislead, and how to present scores with sample honesty.
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Move off Delighted without losing NPS history
A practical migration path when Delighted is gone: what history to preserve, how full-fidelity CSV import works, and how to keep collecting.
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NPS vs CSAT vs CES: which survey for which moment
A practical guide to Net Promoter Score, customer satisfaction, and customer effort: what each measures, when to use it, and how to avoid mixing scales.
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In-product NPS surveys people actually answer
Timing, targeting, and honest scoring for in-product NPS: raise response rates without spamming, and read results without fooling yourself.
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