CSAT tells you how a single interaction went. Relationship NPS tells you whether customers are loyal, tracked over time so you catch sentiment drifting before it shows up as churn. Simplesat runs it as a recurring program, not a once-a-year blast, with every score wired to a next step.

How it works in Simplesat

1. Build your NPS survey

Set up the 0-to-10 question and the follow-up that asks customers why they gave that score.

2. Choose one-time batches or a recurring program

Relationship NPS usually goes out by email, and there are two ways to run it:

• One-time batches. Click send or schedule it, then reuse the same survey with a new batch whenever you want the next read, say the start of every quarter or every half. Complete control over timing.
• Recurring with an audience. Create an audience and pick how sends flow. Spread it out evenly: Simplesat calculates a daily send volume from your frequency window and audience size, so results come in continuously. Send immediately: the whole audience gets the survey now, then again at each frequency window. New customers entering the audience are surveyed when they enter, then suppressed until the next window.

3. Run the same program in-app

Web-embed surveys use the same delivery windows, so customers who never open email can answer a recurring NPS inside your product or website.

4. Turn every score into a next step

Route detractors into a recovery workflow and send promoters a thank-you or a review request, automatically.

5. Track loyalty by segment

Track your NPS trend and break it down by company, plan, or tenure to see exactly where loyalty is strong and where it's slipping.

What you can do

• NPS 0-to-10 with a follow-up reason question
• One-time batches with full control of timing, or recurring sends from an audience
• Spread sends evenly for a continuous read, or send immediately at each frequency window
• Run the same recurring NPS in-app via web embed
• Segment NPS by company, plan, or tenure
• Route detractors and promoters automatically
• Pair NPS with CSAT and CES in one platform

It helped us send out NPS and CSAT surveys with minimal effort... improve take rate from 4% to 12% and gradually increasing month on month.

- Sunil G., Operations Manager (verified review)

Related reading: What is NPS (Net Promoter Score)?