# 6 NPS Survey Best Practices from Real Products

Are you familiar with NPS Surveys? If not, you’ve come to the right place. If yes, you again have come to the right place to learn to get more creative with these survey questions.

[**The Net Promoter Score (NPS)**](https://userguiding.com/blog/nps-definitive-guide) is a survey that your product managers or your [customer success team](https://userguiding.com/blog/customer-success-roles) sends to customers **to get a clear picture of customer satisfaction and loyalty level** and **the possibility of them recommending your service to others.**

Here are **6 of the best NPS Survey practices** from real products that will help you appreciate the importance of detailed customer feedback and understand its role in overall business success:

1. **Slack - How to find out what makes promoting customers**  
2. **Masterclass - Timing is crucial for NPS surveys**  
3. **Groove - What to do with detractors**  
4. **Baremetrics - The high scorers are potential WOM marketers**  
5. **HubSpot - NPS results are better when combined with related metrics**  
6. **Magoosh - NPS surveys can measure satisfaction, and much more**

## 1- Slack - How to find what makes users become promoting customers

If you're unfamiliar with [Slack](https://slack.com/features), let me begin by saying that it's a messaging app for businesses. One important marketing metric that most SaaS marketers neglect is the **Net Promoter Score.**  
When [Bill Macaitis](https://twitter.com/bmacaitis?lang=en), **the CMO of Slack**, realized this, things took a different turn for the better.

The first step towards a customer-oriented business module that's wholly devoted to improvement is paying close attention to the likelihood of your customers spreading the word about you. Macaitis decided to use NPS surveys to enhance every form of interaction that potential and current customers have with **Slack**.

## 2- Masterclass - Mastering the timing of NPS surveys

Timing is vitally crucial when utilizing NPS Surveys. The feedback process can turn out to be a lot harder than you might think; your customers are occupied.  
MasterClass introduces NPS surveys once users complete a course. The timing here is ideal, as the class content will be fresh in the user's memory.

## 3- Groove - Don't let go of the detractors

Key question: What to do with poor scores and unhappy customers?  
The wisest thing you can do is see the bright light of opportunity. Paying more attention to those customers with negative scores and asking what went wrong can increase customer engagement. This approach not only displays **an obvious devotion and dedication to customer success,** but it also helps build better relationships with customers.

## 4- Baremetrics - High scores should easily turn into free marketing

When you get a great NPS score, putting effort into turning that positive experience into an opportunity to boost your business is key. **Baremetrics** manages this with great sincerity by thanking users for their feedback and asking if they would be willing to refer their services.

## 5- HubSpot - NPS doesn't have to be standalone data

Integrating NPS surveys into your analytics system is crucial. **HubSpot Service Hub** uses internal resources by combining them with NPS to paint a complete picture of customer behavior. This approach enables them to gather significant insights from customer feedback.

## 6- Magoosh - NPS scores indicate more than the satisfaction rate

**Magoosh**, an online test preparation company, tracks NPS Surveys to gauge not only customer satisfaction but also the effectiveness of their products in helping students prepare for exams.

## Final Word

NPS can be a powerful tool for measuring various metrics. The Survey response rate, when cross-referenced with other user behavior metrics, can provide crucial insights.  
Utilizing NPS Surveys effectively is a step towards achieving future growth in your business.