Creating and sending a Net Promoter Score℠ (NPS) survey to measure customer loyalty

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  • Ervin Balazon

    @... is this article still up-to-date? I cannot see where in Reporting I can create an NPS Survey. Is the NPS feature still available within Zendesk? For reference, please see the screenshot below.




  • Jahn Jerenz Bronilla

    Hi Ervin Balazon - if your company is using NPS to measure the customer satisfaction, you can get the reporting in Explore. 

    1. Click the 4 tile icon (highlighted below) and look for Explore.

    2. Choose Explore

  • Chloe Geissler

    Hi Ervin Balazon, To use the NPS reporting you will want to add it on to your accounts subscription as it is an add-on. Check it out here About Net Promoter Scores


  • Josh

    The UI for this doesn't really work anymore, it needs updated because things are overlapping and not working...

  • Kate Ambash

    Did the NPS survey suddenly move out of the reporting tab? It's suddenly and randomly gone for me.  

  • Oliver Jackson

    Is there a way of deleting old NPS surveys? We have a bunch of test surveys from the past which I would like to get rid of.

    Also, is it possible to categorize our NPS surveys? For example, we may wish to send NPS surveys using different wording, and it would be great to separate them in some way so that we can average out the score of each NPS based on its wording.

  • yeonsei Kang

    Does NPS survey feature Korean ?

    Also, Can I customize multiple f/u questions after rating in NPS survey ? 

  • Julio R.
    Zendesk Customer Care
    Hi Yeonsei,
    You can use any of the Zendesk supported languages to send your NPS survey. Korean is one of them. Visit Zendesk language support by product for further details.

    Regarding your second question, note that the NPS surveys only include one follow-up question.

  • Centro de Soporte Softland

    Buenos dias 


     no encuentro la forma para crear Encuestas de nps en zendesk , veo des actualizada la información 



  • Beto
    Zendesk Customer Care

    ¡Hola! Muchas gracias por su pregunta, espero esté bien.

    La encuesta NPS es parte de un complemento de Zendesk. Esto quiere decir que no está incluido en ninguna de nuestras actuales suscripciones, y debe ser comprado por separado. Puede confirmar esto al principio del artículo: 

    Puede ver más información sobre este y otros complementos en este artículo: Acerca de los complementos de Zendesk Suite.

    He creado un ticket en su nombre para explicarle en más detalle que necesita para poder utilizar las encuestas NPS.


  • Sarah Stocks

    Hi team

    If a user can't find the first email survey, can I resend it? I just tried assuming that was the process but had an email saying it wasn't sent as it was ineligible. Assuming that's because she was on the initial list?


  • Josh

    Is there ever going to be any development on this area of zendesk? It has the same green branding from at least 5 years ago, still has old UI design, and hasn't changed or updated at all. It's not respective of brand either. 


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