NPS Survey Tool
Net Promoter Score Software
With User-Level Segmentation
Run NPS surveys, link every response to a real user, and segment your Net Promoter Score by plan, role, or company size. Stop looking at averages that hide your real problems.
No credit card required
What is Net Promoter Score?
NPS is the most widely used measure of customer loyalty. One question. One number. A leading indicator of growth or churn.
The NPS Question
"How likely are you to recommend [Product] to a friend or colleague?"
One follow-up open-text question - "What is the main reason for your score?" - turns the number into actionable insight.
The Three Groups
Loyal enthusiasts who will recommend you and drive referral growth.
Satisfied but unenthusiastic. Vulnerable to competing offers. Not counted in your NPS.
Unhappy customers who can damage your brand through negative word-of-mouth.
NPS Formula
Result ranges from −100 to +100. Passives are excluded from the calculation.
What is a Good NPS Score?
NPS benchmarks for SaaS - and what to do at each level.
More detractors than promoters. Focus on resolving complaints before scaling.
Positive but room to grow. Understand what's stopping passives from becoming promoters.
Strong loyalty. Identify your promoters and build referral and advocacy programs.
Exceptional. You have genuine advocates. Protect this by monitoring it segmented.
The number matters less than the segmentation. An overall NPS of 42 can hide an enterprise segment scoring 12 - the group that represents 80% of your revenue. Always segment before acting on your score.
Why Segmented NPS
Beats Average NPS Every Time
An overall NPS hides the problems you need to fix. Segmented NPS tells you exactly which users are at risk and why.
Without Segmentation
"Looks healthy. Nothing to act on."
• You don't know which users are unhappy
• You don't know why they're unhappy
• You can't prioritize who to save
• Churn happens and you're surprised
With Segmentation
Free Users
5% of revenue - love the product
Pro Users
15% of revenue - missing integrations
Enterprise
80% of revenue - support too slow
→ Clear action: fix enterprise support immediately
When to Send NPS Surveys
Timing determines response rate and data quality. Triggered surveys outperform batch surveys every time.
Relationship NPS
Quarterly
Send to your entire active user base every 90 days. Tracks overall loyalty over time. Best for board reporting and benchmarking.
Onboarding NPS
30 days after onboarding
Captures first impressions after users have experienced core value. Identifies activation problems before they become churn.
Renewal NPS
60–90 days before renewal
Early warning system for at-risk accounts. Gives your CS team time to intervene before the renewal conversation.
Transactional NPS
After support resolution
Measures how support interactions affect overall loyalty. Detractors created by bad support experiences are recoverable - if you catch them.
Powerful Analytics
Analytics that connect the dots for you
See trends, patterns, and priorities without digging through spreadsheets.
Geo Analytics
See Feedback on World Map
Your US customers love you. Your EU customers are frustrated. You'd never know from an average. Map feedback by region to spot geographic patterns instantly.
Analyze like a Pro
See Word Cloud from Open-Ended Feedback
See what each segment is actually saying. One word cloud per segment - so you know what matters to who.
- ✓Auto-generated from survey responses
- ✓Filter by segment to see different priorities
- ✓Spot patterns without reading every response
Build like a Pro
Surveys that look like your product
Match your surveys to your product. Custom colors, logo, and styling — so feedback collection feels native, not third-party.
Frequently Asked Questions
What is an NPS survey tool?
An NPS survey tool lets you send Net Promoter Score surveys, collect 0-10 responses, automatically calculate your NPS, and analyze results. Mapster links every response to a specific user so you can segment NPS by plan tier, role, company size, or any custom attribute - not just see an overall average.
How is NPS calculated?
NPS = % Promoters (scores 9-10) minus % Detractors (scores 0-6). Passives (7-8) are excluded. The result is between -100 and +100. Example: if 60% are Promoters and 20% are Detractors, your NPS is 40.
What is a good NPS score for SaaS?
Above 30 is good, above 50 is excellent, above 70 is world-class. More important than the absolute number is segmenting it - an NPS of 42 overall can hide a score of 12 among your enterprise users who represent 80% of revenue.
How often should I send NPS surveys?
Quarterly for relationship NPS to track trends over time. Triggered NPS at key moments - 30 days post-onboarding, before renewal, after support interactions - gives you more actionable data because it captures sentiment at meaningful milestones.
Why should I segment my NPS results?
Averages hide problems. When you segment by plan, role, or tenure you discover exactly which users are at risk and why. Mapster links every response to the user who submitted it so you can filter and compare NPS across any user attribute.
What follow-up question should I ask after the NPS rating?
Ask an open-ended "Why did you give that score?" - or adapt it by group: "What could we improve?" for Detractors, "What do you love most?" for Promoters. This qualitative data is where the real insight lives.
Start measuring NPS today
Run your first NPS survey in minutes. Link every response to a real user. Segment by plan, role, or any attribute. Free to start.
Start Free - No Credit Card Required