Most e-commerce brands rely on post-purchase surveys to understand their customers. And while that's valuable, it only captures one moment in time.
What about the customers who loved their first order but had a poor delivery experience? Or those who would recommend you to friends, but never quite make it back for a second purchase?
Touchpoints are our way of helping you capture those moments.
Start with NPS (Coming Soon)
We're launching Touchpoints with Net Promoter Score (NPS) surveys—the gold standard for measuring customer loyalty and likelihood to recommend your brand.
Here's what makes it powerful:
Perfect timing – Automatically send NPS surveys 30 days after purchase, when customers have had time to experience your product
Benchmark your brand – See how you stack up and track your score over time
Find your promoters – Identify customers who love your brand and would recommend you to others
Catch detractors early – Spot dissatisfaction before it turns into negative reviews or churn
NPS gives you the clearest picture of customer loyalty—the metric that matters most for long-term growth.
Want early access? Fill out this form and get your first 30 days free!
More Touchpoints on the Horizon
NPS is just the beginning. We're building out additional Touchpoints to help you gather feedback at every critical moment:
Customer Satisfaction (CSAT) surveys after support interactions
Post-delivery feedback to understand the full order experience
And more strategic moments throughout the customer journey
Each Touchpoint will come with:
Pre-built survey templates designed for that specific moment
Smart timing and delivery options (email, SMS, and more)
Clean, actionable reporting that connects insights across the journey
Why This Matters for Your Brand
Touchpoints turn scattered feedback into a complete story about your customer experience.
Instead of only knowing what drove the purchase, you'll understand:
Who your most loyal customers are
Where experience gaps are costing you repeat purchases
Which improvements will have the biggest impact on retention
The real power? NPS data combined with your existing KnoCommerce insights.
When you layer NPS scores alongside your post-purchase survey data and review insights, you get the full picture:
See which acquisition channels bring in your most loyal customers (not just the most customers)
Understand if your promoters care about different product attributes than your detractors
Identify patterns between what drove the purchase and whether they'd recommend you later
Connect sentiment trends across reviews, post-purchase feedback, and loyalty scores
When you measure what matters at every step, you can build the kind of experience that turns one-time buyers into lifelong customers.