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NPS Touchpoint Setup in KnoCommerce

Updated over a week ago

What Is a Touchpoints NPS Survey?

A Touchpoints Net Promoter Score survey measures customer loyalty at key moments in the customer journey rather than only immediately after purchase. Customers answer a single question—“How likely is it that you would recommend our brand to a friend or colleague?”—on a 0‑10 scale, with the option to add follow up questions. Answers are grouped into promoters (9–10), passives (7–8) and detractors (0–6). Sending the survey via email allows customers to respond directly in their inbox, leading to higher participation and cleaner data for reporting.

Want to learn more about our NPS Product before setting it up? Check out this page first!

Quick Recommendations:

  • Start with a template to ensure standardization and quick setup.

  • Customize content and design to match your brand without introducing bias.

  • Embed the survey in an automated flow through Klaviyo, adjusting delays to suit your product lifecycle.

  • Analyze results through KnoCommerce’s reporting dashboard and act on feedback to improve products, customer experience and marketing efforts.

  • Keep surveys concise, respect customer inboxes and combine NPS data with other metrics for a holistic view of customer health.

By following this guide, you’ll be well‑positioned to turn one‑time buyers into loyal advocates.

Creating and Customizing Your NPS Survey in Kno

1. Navigate to the NPS Section and Create a Survey

  1. From the KnoCommerce dashboard, go to Touchpoints → NPS.

  2. Click Create NPS Survey. A modal will display available templates.

  3. Select Simple NPS Touchpoint (or another template). Templates provide a ready‑made question structure optimised for reporting.

Pro tip: Using templates ensures your survey matches the expected NPS format, enabling benchmarking against industry standards. You can always edit the copy later.

2. Customize the Survey Content

  1. In the Content tab:

    • Modify the core NPS question if necessary (e.g., personalize it with your brand name).

    • Add an optional follow‑up text field inviting respondents to explain why they chose their score. Qualitative comments reveal the “why” behind the rating.

    • Write a thank‑you message that appears after respondents click a score.

  2. In the Design panel:

    • Upload your logo to reinforce brand recognition.

    • Choose between light or dark theme and adjust button colours to match your branding.

    • If you need more control, use the global style settings or the custom CSS editor in the survey builder to adjust fonts, corner radius or add unique styles.

Best practice: Keep the survey visually consistent with your brand. A polished design builds trust and encourages responses. Avoid overwhelming customers with additional questions—stick to one or two follow‑ups at most.

3. Configure Channels and Embed in Email

  1. Switch to the Channels tab and choose Embed in Email.

  2. Toggle Enable Channel on and select your email service provider (ESP), such as Klaviyo.

  3. Choose an embed type:

    • Full HTML: A complete block containing the question and all 0–10 buttons. This option offers the highest response rate because recipients can answer directly in the email.

    • Individual links: Generates separate URLs for each score. Use this if your ESP doesn’t support HTML blocks.

  4. Review the preview and click Copy to Clipboard to copy the HTML or the set of links.

Pro tip: Test the snippet by sending yourself a test email. Make sure the survey renders correctly on desktop and mobile. If your ESP strips out JavaScript or disallows HTML blocks, use the individual link method.

4. Publish the Survey

After customizing content, design and channels, click Publish. Publishing makes the survey available for distribution and activates reporting.

Automating NPS Delivery Through Klaviyo

Automating the survey ensures it reaches customers at the optimal time without manual effort (ie. Send NPS email 6 days post delivery).

Build a Klaviyo Flow

  1. Log in to Klaviyo, go to Flows → Create Flow → Build Your Own, name the flow (for example, “Post‑purchase NPS”) and click Create Flow.

  2. Set the trigger to Placed Order so that only customers who complete a purchase receive the survey.

  3. Add a Time Delay: Drag a Time Delay block into the canvas below the trigger and set it to 30 days (or another interval based on your product). This gives customers time to receive and use the product before rating it.

  4. Add an Email: Drag an Email block beneath the delay. Edit the email, select Custom HTML and paste the embed code you copied from KnoCommerce. Personalize the subject line and preview text (e.g., “Got a minute? We’d love your feedback”).

  5. Activate the Flow: Review the sequence and click Review & Turn On to start sending NPS surveys automatically.

    Here's a helpful video walking you through those instructions for Klaviyo specifically!

Timing and Delivery Considerations

  • Delay tuning: Default timing is 30 days, but you should tailor it to your product lifecycle. Consumables or digital goods may warrant shorter delays (7‑14 days), while high‑end products or subscription services might require longer (45‑60 days).

  • Scheduled send time: By default, Klaviyo follows your ESP’s scheduling. For consistent delivery (e.g., early morning in the customer’s timezone), set a specific send time in Klaviyo’s schedule settings.

Integrate via Shopify Flow Integration

If you're a Shopify store, you can send the NPS data to systems like Gorgias and Slack and much more! Find out more here.

Best Practices for NPS Survey Timing and Frequency

Research shows that survey timing and frequency affect response rates and data quality. Consider these recommendations:

  • Meaningful touchpoints: Send NPS surveys after significant interactions—immediately post‑purchase, after customer service interactions, upon delivery or at milestones such as the fifth or tenth order.

  • Avoid fatigue: Segment customers based on their journey (new vs. repeat) and avoid sending multiple surveys to the same person within a short time frame. Early impressions are valuable, but repeated requests can lead to decreased engagement.

  • Offer incentives judiciously: Small incentives (e.g., discount codes or contest entries) can boost participation, but avoid rewards that could bias the responses.

  • Use follow‑up questions sparingly: While open‑ended responses provide rich insights, too many text fields can deter completions. Place follow‑ups after the rating question and make them optional.

Advanced Tips

  • Segment your audience: Vary delay times or survey messaging based on order value, product category or customer lifetime value.

  • A/B test: Experiment with different send times (e.g., 15 vs. 30 days after purchase), subject lines or incentives to optimize response rates.

  • Expand your Touchpoints: After launching NPS, consider additional surveys such as Customer Satisfaction (CSAT) after support interactions or delivery surveys to capture sentiment across the entire journey.

  • Leverage templates: KnoCommerce offers free templates for various use cases—attribution surveys, profile building, CSAT and more.

  • Stay compliant: When embedding surveys in email, respect privacy laws by including unsubscribe links and avoiding personalizing URLs in a way that leaks customer data.

Ready to go over our NPS Touchpoints Reporting? Check out this article!

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