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📊 Touchpoints NPS Survey: Collect Customer Feedback at the Right Moment

The Touchpoints NPS feature lets you ask customers how likely they are to recommend your brand, at exactly the right time in their journey.

Updated over a week ago

Instead of waiting for feedback on a thank‑you page, you can send a Net Promoter Score (NPS) survey via email weeks after purchase, capture high‑quality responses directly in the email body, and automate the entire process through your email provider like Klaviyo.

What is Touchpoints NPS?

  • Key moments, not just post‑purchase: Touchpoints allow you to gather feedback wherever it matters—30 days after an order, or upon delivery. They transform surveys from one‑off interactions into an ongoing conversation.

  • Single‑question loyalty metric: An NPS survey asks your customer a simple question—“How likely is it that you would recommend our brand to a friend or colleague?”. They respond on a 0‑10 scale and fall into one of three groups: promoters (9–10), passives (7–8), or detractors (0–6).

  • Email‑first experience: Embedding the question directly in your email raises response rates because customers can answer without clicking away.

Why Use Touchpoints NPS?

  • Key moments, not just post‑purchase: You can request feedback 30 days after an order, upon delivery or at other strategic moments. This turns surveys into an ongoing conversation rather than a one‑off interaction.

  • Standardized questions: Using a single, universally recognized loyalty question means responses are comparable across cohorts and over time. Standardization also produces cleaner data and clearer reporting.

  • Ease of collaboration: Survey responses can be pushed into Klaviyo or Slack so the entire team sees what customers think without logging into KnoCommerce.

  • Early warning: Regular feedback helps you catch issues such as shipping delays or product defects before they become widespread.

  • Builds loyalty: Closing the loop—thanking promoters and reaching out to detractors—demonstrates that you care about customer opinions.

Why Embed Surveys?

When customers can respond right inside their email, participation increases. It also lets you automate follow‑up actions in Klaviyo—like sending a thank‑you to promoters or opening a support ticket for detractors.

See what it'll look like for your customers here!

Ready to get started? Check out this article outlining the set up process!

Create Alerts and Trigger Flows to Get Even More Out of the Data!

Connect with Shopify Flow to send your response data to systems like Slack, Gorgias, Google Sheets, and so much more. Find out how to here!

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

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