How to Set Up Automated NPS Surveys in Survicate for SaaS Companies

If you run a SaaS product, you know you should be measuring NPS. You’ve also probably ignored a dozen “customer experience” tools that promise the moon but deliver a mess of forms and confusing reports. This guide is for anyone who just wants to set up real, automated NPS surveys in Survicate, have them trigger at the right time, and actually get feedback you can use. No fluff, no endless setup. Let’s get into it.

Why NPS Still Matters (and Where It Goes Wrong)

Net Promoter Score (NPS) isn’t magic, but it is a simple way to see if your customers would recommend you—or warn their friends to run. For SaaS, it’s a quick gut check on how things are going. The catch: if you make it annoying, or send it at the wrong time, you’ll get garbage data, or worse, annoy your best users.

Automating NPS in a tool like Survicate is about striking a balance: ask at the right moment, don’t be a pest, and actually pay attention to the responses. Here’s how to do just that.

Step 1: Get Your Survicate Account Ready

If you’re not already using Survicate, sign up for a free trial or pick a plan that fits your team size. (Don’t sweat over features you don’t need. For most SaaS teams, you just want email surveys and maybe a few integrations.)

Quick checklist: - Get your Survicate login sorted. - Make sure you have admin access, or at least rights to create surveys and set up integrations. - Have access to your user email list (or a way to trigger surveys via your app or CRM).

Pro tip: Don’t import your whole user base at once. Start with a small segment—early adopters, power users, or folks most likely to give honest answers.

Step 2: Create Your NPS Survey

NPS is about one question: “How likely are you to recommend us to a friend or colleague?” The less you mess with it, the better.

  1. In Survicate, click “Create new survey.”
  2. Pick “Email & link survey.” (You can use in-app surveys, but email is less intrusive for most SaaS.)
  3. Choose the NPS template. Survicate has a built-in option; don’t reinvent the wheel.
  4. Keep it simple:
    • One NPS question.
    • Optional: add a short follow-up like “What’s the main reason for your score?” But don’t force a reply.
    • Don’t add a dozen extra questions. Every extra field means more people drop off.
  5. Brand it just enough that it feels legit—your logo, colors, and sender name. Don’t overdo it.

What to ignore: Fancy survey logic, tons of custom fields, or trying to segment every possible user type right now. You’ll just slow yourself down.

Step 3: Set Up Automation Triggers

This is where most people trip up. Sending NPS surveys at random isn’t useful. You want to hit users at the right moment—after they’ve had time to actually use your product, but not so late they’ve forgotten you.

Decide: Who Gets the Survey, and When?

  • New users: Wait at least 14–30 days after signup. Let them form an opinion.
  • Existing customers: Send every 3–6 months, not more. No one likes getting the same survey over and over.
  • Churned users: You can ask, but brace for harsh answers. Maybe not your first experiment.

How to Trigger in Survicate

A. Automated Email Triggers

  • Connect your user database or CRM (like HubSpot, Intercom, or whatever you use) to Survicate.
  • Set up an automation to send to users based on:
    • Time since signup
    • Plan type
    • Last active date

B. In-App NPS (Optional)

  • Use Survicate’s web SDK to pop the question inside your app after a user hits a milestone (e.g., completed onboarding, used a key feature).
  • Only do this if you’re comfortable with some code, and you know it won’t interrupt real work.

C. Manual Sends (If You’re New)

  • Export a CSV of users who fit your criteria.
  • Upload to Survicate and send as a one-off batch.

Whatever you pick: Avoid blasting all users at once. It’s noisy, and you’ll get a skewed view. Stagger sends, or pick randomized samples.

Step 4: Set Up Survey Reminders (But Don’t Be Annoying)

Survicate lets you nudge users who haven’t responded. Use this sparingly—one reminder, max. More than that and you’re just spamming.

  • Set reminders to go out 3–5 days after the first send.
  • Make the reminder short and polite. (“Quick reminder: we’d love your feedback.”)
  • Never send more than two total emails per survey cycle.

If you’re not sure if reminders work for your crowd, A/B test it on a small segment first.

Step 5: Connect Your Data (Optional, But Useful)

If you want to actually act on NPS feedback (and not just build a slide deck), hook up Survicate to the tools your team already uses:

  • Slack: Send responses to a dedicated channel. Real feedback beats another dashboard no one checks.
  • CRM (HubSpot, Salesforce, whatever): Tie survey results to user records so sales/support can see NPS at a glance.
  • Zapier: For custom workflows—tag users, trigger follow-up emails, whatever.

Pro tip: Don’t integrate everything on day one. Start with Slack or email notifications, see what’s useful, and add more only if you need it.

Step 6: Actually Read the Responses

NPS scores are nice, but the written feedback is where the gold is. Here’s what works:

  • Skim for themes: Don’t obsess over every comment. Look for patterns—slow onboarding, confusing billing, missing features, etc.
  • Share real quotes: Put feedback (good or bad) in front of your product, support, and leadership teams. It’s harder to ignore real words than a number.
  • Ignore the trolls: You’ll get a few unhelpful rants. Don’t let them drive your roadmap.

Avoid the trap of over-analyzing tiny differences in NPS score. Focus on what users are actually telling you.

Step 7: Close the Loop (Even If It’s Just an Email)

If someone gives you a 9 or 10, thank them. If someone gives you a 0–6, reach out (briefly) to understand what went wrong. Survicate lets you set up basic automations for this, or you can just reply directly if volume is low.

  • Promoters (9–10): Ask for a review, referral, or case study.
  • Detractors (0–6): Ask what you could do better. Sometimes just listening helps.
  • Passives (7–8): Don’t ignore them, but don’t chase them either.

Don’t send a canned “we value your feedback” email—make it personal if you can.

What to Skip (For Now)

A few things you’ll see in “best practices” articles that just slow you down:

  • Over-segmentation: You don’t need ten different NPS surveys for every user type. Start broad.
  • Obsessing over survey design: The NPS question is tried-and-true. Don’t waste time making it “cuter.”
  • Chasing a perfect score: NPS is a tool, not a trophy. Use it to learn, not to brag.

Keep It Simple, and Iterate

Setting up automated NPS in Survicate isn’t rocket science, but it’s easy to overcomplicate. Start with one survey, trigger it for a clear group, and actually read what people say. Don’t get lost in dashboards or vanity metrics. Adjust your timing, questions, or follow-ups as you go.

Listen more than you analyze, and you’ll get the real value out of NPS: knowing if your SaaS is actually making users happy, or just making noise.

Now, go set it up and see what your users really think.