Turn your NPS score into a review pipeline
Most teams run NPS surveys, file the number in a slide deck, and stop there. The bigger win is routing the response itself: promoters go to public reviews, detractors go to support — the same week, not next quarter.
0–6
Detractors
Routed privately to a support follow-up form, never a public review link.
7–8
Passives
Get a follow-up question asking what would make it a 9 or 10.
9–10
Promoters
Get an instant prompt to leave a Google review or record a testimonial.
NPS without routing is a vanity metric
An NPS score by itself tells you where you stand relative to last quarter, but it doesn't do anything for your pipeline. The number sits in a spreadsheet while the promoter who just gave you a 10 — someone who was, at that exact moment, in the best possible mood to tell other people about you — never gets asked to do so. Three weeks later, the momentum is gone.
The fix isn't a fancier NPS tool. It's connecting the score to an action in the same session. When someone answers 9 or 10, the next screen shouldn't be "thanks for your feedback" — it should be a one-click path to a Google review or a 60-second video testimonial request. When someone answers 0-6, the next screen should acknowledge the problem and get a support ticket started, not push them toward anything public.
This is exactly what a smart form does: a single survey that branches based on the score, so your review requests only ever reach people who are actually happy, and your support team gets a head start on the ones who aren't.
Set this up once and it runs on autopilot for every renewal, onboarding milestone, or support resolution — no one on your team has to remember to manually follow up with each promoter.
What the survey actually looks like
Email subject: Quick question about your experience
Hi {first_name},
On a scale of 0-10, how likely are you to recommend {company} to a colleague?
→ If 9-10: "Glad to hear it! Mind sharing that in a quick Google review or 60-second video?"
→ If 0-8: "Thanks for the honest answer. What's one thing we could do better?"
Compare this against ready-made templates in the testimonial request template library, or build the branching logic directly with smart forms.
NPS feedback, answered
Route NPS responses automatically
Set up branching surveys once — promoters go public, detractors go to support.
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