{"id":39081,"date":"2023-03-27T21:20:17","date_gmt":"2023-03-27T21:20:17","guid":{"rendered":"https:\/\/userpilot.com\/blog\/when-to-send-nps-survey\/"},"modified":"2026-04-06T07:34:19","modified_gmt":"2026-04-06T07:34:19","slug":"when-to-send-nps-survey","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/when-to-send-nps-survey\/","title":{"rendered":"When to Send NPS Survey for SaaS? Types, Timing, and Examples"},"content":{"rendered":"<p>In SaaS, your customer&#8217;s opinions and experiences determine your success. With <a href=\"https:\/\/userpilot.com\/product\/user-sentiment\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a>, you can gauge your customer&#8217;s overall sentiment and identify improvement areas.<\/p>\n<p>But when is the right time to send a Net Promoter Score survey? Should you send it after onboarding or immediately after a feature release? What about after a customer has churned?<\/p>\n<p>In this article, we&#8217;ll dive into the different types of NPS surveys, the best timing for each, and provide examples to help you receive healthy response rates.<\/p>\n<h2 id=\"djvvt\">What are the different types of NPS surveys?<\/h2>\n<p>NPS surveys aren&#8217;t made equal. They&#8217;re two different types you should apply in your <a href=\"https:\/\/userpilot.com\/blog\/nps-program\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS program<\/a> (and yes, the timing for them is also different), and they include:<\/p>\n<ul>\n<li><strong>Relational NPS surveys.<\/strong> Which are run continuously, asking customers the NPS question regularly (i.e annual or quarterly basis). It also helps you stay in touch with long-term customers to <a href=\"https:\/\/userpilot.com\/blog\/measure-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">measure customer loyalty<\/a>.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/tnps-transactional-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Transactional NPS surveys<\/a>.<\/strong> These are triggered based on events in the customer journey, such as after a purchase or closed support ticket. They&#8217;re important for <a href=\"https:\/\/userpilot.com\/blog\/measure-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">measuring customer experience<\/a> after these milestones, so you can make improvements if needed.<\/li>\n<\/ul>\n<h3 id=\"dsl2p\">Relational NPS surveys<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/tnps-transactional-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> typically ask customers to rate their likelihood of recommending the company or brand to a friend on a scale of 0-10. Where scores of 9-10 are considered &#8220;promoters,&#8221; scores of 7-8 are considered &#8220;passives,&#8221; and scores of 0-6 are considered &#8220;detractors.&#8221;<\/p>\n<p>Relational NPS surveys <a href=\"https:\/\/userpilot.com\/blog\/what-types-of-metrics-measure-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">measure customer satisfaction<\/a> after establishing a relationship with customers.<\/p>\n<p>Its goal is to track changes in customers&#8217; sentiment toward your product and identify areas for improvement (<a href=\"https:\/\/userpilot.com\/blog\/feature-request-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">missing features<\/a>, bugs, bad customer service, etc.).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/relational-nps-survey-example-groove_b19db1c8f227a4007b05ce21d70877b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/relational-nps-survey-example-groove_b19db1c8f227a4007b05ce21d70877b5_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/relational-nps-survey-example-groove_b19db1c8f227a4007b05ce21d70877b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/relational-nps-survey-example-groove_b19db1c8f227a4007b05ce21d70877b5_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/relational-nps-survey-example-groove_b19db1c8f227a4007b05ce21d70877b5_800.png\" alt=\"nps survey example groove\" \/><\/picture><figcaption>Example of an NPS survey.<\/figcaption><\/figure>\n<h3 id=\"8a85p\">Transactional NPS surveys<\/h3>\n<p>Transactional NPS surveys are sent after a specific interaction or transaction with a customer, such as after they request assistance from customer support.<\/p>\n<p>These surveys measure satisfaction with a specific touchpoint and can provide insights to <a href=\"https:\/\/userpilot.com\/blog\/nps-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">improve customer experience<\/a>.<\/p>\n<p>Also, since transactional surveys are more granular, you should keep the surveys short and sweet, with <a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-questions-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">targeted questions<\/a> that efficiently gather the specific information you need.<\/p>\n<h2 id=\"8japr\">When should you send an NPS survey?<\/h2>\n<p>Well-timed and customized <a href=\"https:\/\/userpilot.com\/blog\/tnps-transactional-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> can significantly improve user experience and response rates, and prevent survey fatigue.<\/p>\n<p>However, the best timing for your NPS surveys will depend on their type and purpose.<\/p>\n<h3 id=\"836mr\">When to send relational NPS surveys?<\/h3>\n<p>The purpose of relationship NPS surveys is to keep tabs on your customers and check your customer loyalty levels on a timely basis. Which means they must be sent regularly.<\/p>\n<p>To avoid <a href=\"https:\/\/userpilot.com\/blog\/survey-fatigue\/\" target=\"_blank\" rel=\"noopener noreferrer\">survey fatigue<\/a>, you should send a survey automatically every three, six, or even twelve months &#8211; giving enough space for your customer relationships to evolve between these periods and ensuring that users will reply transparently.<\/p>\n<h3 id=\"8dblo\">When to send transactional NPS surveys?<\/h3>\n<p>Since <a href=\"https:\/\/userpilot.com\/blog\/tnps-transactional-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">transactional NPS surveys<\/a> measure satisfaction with <a href=\"https:\/\/userpilot.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\">specific touchpoints<\/a> throughout the entire customer journey, the best timing is immediately or within seven days after the interaction or milestone has happened.<\/p>\n<p>For example, if you&#8217;re tracking NPS with your <a href=\"https:\/\/userpilot.com\/blog\/how-to-run-a-successful-saas-onboarding-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding process<\/a>, you want to send the survey shortly after the user <a href=\"https:\/\/userpilot.com\/blog\/customer-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">reached the activation stage<\/a>.<\/p>\n<p>This timeframe guarantees that the feelings and emotions of the customer are still fresh, making their feedback more reliable and accurate. Plus, it shows that you value your customers&#8217; opinions and actively try to improve their experience.<\/p>\n<h2 id=\"5vldb\">5 NPS survey timing examples in SaaS<\/h2>\n<p>As said earlier, timing is crucial to receive a significant NPS response rate.<\/p>\n<p>So, let&#8217;s explore some NPS <a href=\"https:\/\/userpilot.com\/blog\/survey-examples\/\">survey timing examples<\/a> for different scenarios, including:<\/p>\n<ol type=\"1\">\n<li>Sending relational surveys annually.<\/li>\n<li>Triggering surveys during the onboarding process.<\/li>\n<li>Tracking NPS after the free trial.<\/li>\n<li>Survey customers after a customer service interaction.<\/li>\n<li>Using NPS surveys to measure satisfaction with new feature releases and big updates.<\/li>\n<\/ol>\n<h2 id=\"ckp4o\">Send relational surveys on an annual basis<\/h2>\n<p>Use relational NPS surveys to measure overall customer satisfaction each year to identify trends and variations.<\/p>\n<p>However, the fact that it is annual doesn&#8217;t mean you should send long and complex surveys. For example, you can see below that Sonic.net annual surveys only take one click to complete.<\/p>\n<p>We recommend sending this survey on the same day each year and keeping the questions consistent to ensure accuracy in tracking changes. Also, feel free to <a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-questions-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">combine open-ended and closed-ended questions<\/a> to gather both <a href=\"https:\/\/userpilot.com\/blog\/feedback-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative and quantitative feedback<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-example-sonic_9dde2746ff8fadbc404af01119716975_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-example-sonic_9dde2746ff8fadbc404af01119716975_1600.jpeg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-example-sonic_9dde2746ff8fadbc404af01119716975_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-example-sonic_9dde2746ff8fadbc404af01119716975_1600.jpeg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-example-sonic_9dde2746ff8fadbc404af01119716975_800.png\" alt=\"when to send nps survey example sonic\" \/><\/picture><figcaption>Sonic\u2019s annual NPS survey example.<\/figcaption><\/figure>\n<h2 id=\"dvkf5\">Trigger transactional NPS surveys during the onboarding process<\/h2>\n<p>To measure post-purchase satisfaction, consider sending a transactional NPS survey during onboarding. This way, you can <a href=\"https:\/\/userpilot.com\/blog\/types-of-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect feedback<\/a> on the onboarding experience and take action when opportunities for improvement are identified.<\/p>\n<p>For example, you could <a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">follow up with detractors<\/a> to check what&#8217;s wrong, help them with their problems, and <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-loop\/\" target=\"_blank\" rel=\"noopener noreferrer\">close the feedback loop<\/a>. This shows customers that their opinion is valued and might even <a href=\"https:\/\/userpilot.com\/blog\/at-risk-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">prevent churn<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-onboarding-example-userpilot_948115166e2b4524085f721331436a50_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-onboarding-example-userpilot_948115166e2b4524085f721331436a50_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-onboarding-example-userpilot_948115166e2b4524085f721331436a50_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-onboarding-example-userpilot_948115166e2b4524085f721331436a50_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-onboarding-example-userpilot_948115166e2b4524085f721331436a50_800.png\" alt=\"when-to-send-nps-survey-onboarding-example-userpilot\" \/><\/picture><\/figure>\n<h2 id=\"9hvf1\">Collect NPS survey responses after the free trial is over<\/h2>\n<p>With NPS surveys, you can also measure customer sentiment about their free trial experience. For example, you could trigger NPS surveys to new signups whose <a href=\"https:\/\/userpilot.com\/blog\/new-client-onboarding-checklist-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist<\/a> is in progress (like in the image below).<\/p>\n<p>This way, users who become paying customers can provide insights into what worked well, thus allowing you to double down on those elements. While those who opt out can reveal what was lacking and help you spot opportunities to improve <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention.<\/a><\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/free-trial-nps-survey-example-userpilot_97a3bb761c3c033087cfe6637b454aa1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/free-trial-nps-survey-example-userpilot_97a3bb761c3c033087cfe6637b454aa1_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/free-trial-nps-survey-example-userpilot_97a3bb761c3c033087cfe6637b454aa1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/free-trial-nps-survey-example-userpilot_97a3bb761c3c033087cfe6637b454aa1_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/free-trial-nps-survey-example-userpilot_97a3bb761c3c033087cfe6637b454aa1_800.png\" alt=\"free-trial-nps-survey-example-userpilot\" \/><\/picture><\/figure>\n<h2 id=\"fdkum\">Trigger transactional NPS surveys after customer service interactions<\/h2>\n<p>As explained earlier, you can send a transactional NPS survey after any <a href=\"https:\/\/userpilot.com\/blog\/customer-interactions-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interaction<\/a>\u2014including support service.<\/p>\n<p>So, try setting up an automatic NPS survey to trigger right after a ticket is solved or a chat is closed (like the example in the image below). This way, you&#8217;ll be able to gauge user sentiment with your customer service.<\/p>\n<p>Then use meaningful feedback to rate your support agent&#8217;s effectiveness, and the quality of your customer service process, and find common problems you can <a href=\"https:\/\/userpilot.com\/blog\/customer-service-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">address in your knowledge base<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-survey-nps-survey-example-userpilot_b0dd2949eacc757acea8faa8413bffbb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-survey-nps-survey-example-userpilot_b0dd2949eacc757acea8faa8413bffbb_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-survey-nps-survey-example-userpilot_b0dd2949eacc757acea8faa8413bffbb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-survey-nps-survey-example-userpilot_b0dd2949eacc757acea8faa8413bffbb_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-survey-nps-survey-example-userpilot_b0dd2949eacc757acea8faa8413bffbb_800.png\" alt=\"customer service nps survey example userpilot\" \/><\/picture><\/figure>\n<h2 id=\"d61cl\">Send transactional NPS surveys after feature releases or product updates<\/h2>\n<p>Validating new features can be tricky. Thus, it is a good idea to schedule <a href=\"https:\/\/userpilot.com\/blog\/product-nps\/\" target=\"_blank\" rel=\"noopener noreferrer\">product NPS surveys<\/a> after big product updates, so you can see how receptive your user base is to the changes and make improvements.<\/p>\n<p>Also, you can use a tool like <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> to make sure to trigger surveys to active users only (like the screenshot below) and be able to <a href=\"https:\/\/userpilot.com\/blog\/nps-analysis-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyze NPS responses<\/a> accurately.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-active-users-segment-userpilot_60d58a88aa2ccd2973f6913413585e6e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-active-users-segment-userpilot_60d58a88aa2ccd2973f6913413585e6e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-active-users-segment-userpilot_60d58a88aa2ccd2973f6913413585e6e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/when-to-send-nps-survey-active-users-segment-userpilot_60d58a88aa2ccd2973f6913413585e6e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/when-to-send-nps-survey-active-users-segment-userpilot_60d58a88aa2ccd2973f6913413585e6e_800.png\" alt=\"active user segment nps survey example userpilot\" \/><\/picture><figcaption>Configure an NPS survey and trigger to active users on <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>With NPS surveys, you can gauge your customer&#8217;s overall sentiment and identify improvement areas. In this article, we&#8217;ll dive into the different types of NPS surveys, the best timing for each, and provide examples to help you receive healthy response rates<\/p>\n","protected":false},"author":24,"featured_media":39082,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[6195],"tags":[446,86,363,183,200,199,825,606,1699,1625,353],"class_list":["post-39081","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-career","tag-customer-experience","tag-customer-satisfaction","tag-customer-success","tag-customer-success-tools","tag-net-promoter-score","tag-nps","tag-nps-surveys","tag-saas-net-promoter-score","tag-survey-fatigue","tag-user-segments","tag-user-sentiment"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>When to Send NPS Survey for SaaS? 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