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Announcing the removal of Net Promoter Score (NPS)

Julian Bartlett
  • Edited
Announced on Removal
January 17, 2023 April 30, 2023

Zendesk is removing Net Promoter Score (NPS) survey functionality on April 30, 2023.

This article contains the following sections:

What does this mean?

Zendesk is announcing the end of life for Net Promoter Score (NPS) surveys. Beginning January 17, 2023, we will discontinue selling the NPS add-on to new and existing subscribers. The NPS functionality will be removed, and surveys will no longer be accessible after April 30, 2023. Customer lists will still be available in Zendesk.

Why is Zendesk removing Net Promoter Score?

Zendesk is building the world’s best conversational platform. This change will allow us to focus on developing new functionality that reaches more people and provides you and your customers with an overall better Zendesk experience.

Am I impacted?

This change impacts customers who are on Support Plus, Support Enterprise (Legacy), Support Enterprise Elite (Legacy) plans, or who have purchased the Customer Lists & NPS Surveys add-on.

What do I need to do?

If you are currently sending NPS surveys using Zendesk, we recommend you look at one of our partner solutions as an alternative: Medallia's Stella Connect, Nicereply, Simplesat, SurveyMonkey, Surveypal, and SweetHawk.

Additionally, we recommend that you download your NPS survey response data before the NPS end of life on April 30, 2023. See Exporting NPS survey responses to a CSV file. If you don’t, your response data will no longer be available to you after it is removed from Zendesk.

What does this mean for customer lists?

Customers will still be able to use customer lists in Zendesk, a feature we continue to invest in improving.

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9 Comments

  • Norauto Argentina S.A

    Hi there.

    Here we have the plugin NPS so.... if we chose any solution alternative as  Medallia's Stella Connect, Nicereply, Simplesat, SurveyMonkey, and Surveypal. the data integration can still remain into Zendesk? (resulto of NPS of these platfom)

    The goal is have une customer 360 into Zendesk expoited by one external BI how today we have.

    Plus beacuse the NPS score  is very import information for ours agent (conversational information for ours agent)

    BR

    Leo

    0
  • Randy Gentil

    Hello - Trying to figure out if this will impact our business. Is Net Promoter Score different than Customer Satisfaction Score?

    0
  • Amie Brennan

    Hey Randy Gentil,

    NPS is different from CSAT and the removal of NPS from Zendesk, will not affect your current CSAT configuration and data for reporting. 

    • NPS is where you send an email to a group of your customers every 30 days for example asking them to rate your business as a whole. 
    • CSAT is where we ask the customer to rate their interaction on that specific ticket interaction. 

    You're safe and the removal of NPS will not affect CSAT in your account. 

    Hope this helps. :)

    Best,

    Amie

    2
  • Anne Ronalter
    Zendesk Customer Care
    Hello Leonardo,

    that is correct, 3rd party solutions such as Stella Connect, Nicereply, Simplesat, SurveyMonkey, and Surveypal will remain as long as those providers offer the integration on their Website or in our Marketplace.

    These should not be affected by the removal of the NPS Survey.

    Coming to your question Rady, Amie is correct, this will not affect the Customer Satisfaction Score, because it is a different configuration.

    Here you can read more About CSAT (Customer Satisfaction) ratings in Zendesk Support.
     
    1
  • Matthew Francis
    • Edited

    We have is a ‘disable survey’ option which i believe is linked to NPS so would that disappear or would we need to make that change?

    0
  • CJ Johnson
    • Edited

    Why are my customer lists already missing? This is ridiculous that you hid this removal inside the NPS survey announcement, but too have removed them months earlier than told is irresponsible. 
    EDIT: This article actually states directly contradictory information than the Customer Lists page, which says
    "Tip: Customer lists are part of a legacy add-on that also includes NPS surveys." 



    -4
  • Brett Bowser
    Zendesk Community Manager
    Hey CJ, 

    Customer Lists were not removed as part of the NPS Survey removal so if they are missing then we will want to look into your account with you. I'm going to create a ticket on your behalf so our Customer Care team can take a look and work with you on this.
     
    Appreciate you bringing this to our attention!
    0
  • CJ Johnson

    Nobody has responded to me since Brett created the ticket. I still have no customer lists, and conflicting information from Zendesk about the status of Customer Lists. Not great. 

    -1
  • Amie Brennan

    Hey CJ Johnson,

    I'm not ZD Support but can tell you Customer Lists won't be going away anytime soon as quite a few third-party apps are utilising them to achieve functions inside Zendesk, which Zendesk doesn't want to build in themselves. E.g Mailchimp campaign app. 

    Hope this helps. :)

    1

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