If you’re swimming in customer data but struggling to actually do something with your NPS scores and feedback, you’re not alone. This guide is for folks who want real, practical advice on using Planhat to keep tabs on customer sentiment—and actually put it to work for your team.
We’ll get into the step-by-step, but we’ll also call out where things can get messy, what’s actually worth your time, and where to avoid spinning your wheels. If you want dashboards that make sense, feedback that leads to action, and reporting that doesn’t waste your day, keep reading.
Why NPS and Feedback Even Matter
Let’s get real: NPS (Net Promoter Score) isn’t magic, but it is a useful gut check. If your customers hate you, or if they love you, NPS will usually show it. The trick is using it alongside open-ended feedback—otherwise, you’re just collecting numbers that look nice on a slide deck.
Good NPS data (with actual comments) helps you:
- Spot churn risks early (unhappy customers rarely stick around)
- Find out what’s working (so you can double down)
- Uncover blind spots (the stuff you’d miss if you only look at usage data)
Planhat’s value is tying this all together—NPS, feedback, and your broader customer data—so you can actually do something about what you find.
Step 1: Setting Up NPS and Feedback Collection in Planhat
First up: Don’t overthink the setup. Planhat gives you a few ways to collect NPS and feedback, but the basics are what matter.
A. Decide How You’ll Send Surveys
Planhat lets you send NPS surveys by email, in-app, or through integrations with tools like Intercom or Zendesk. Here’s the rundown:
- Email: Easiest to start, but response rates can be meh.
- In-App: Great if your users are active, but don’t spam them.
- Integrations: Useful if you want data in one place, but setup can be fiddly.
Pro Tip: Don’t try to catch everyone at once. Start with a segment—maybe your top accounts or new customers—and expand from there.
B. Customize Your Survey (But Don’t Make It Weird)
You can tweak the wording and branding, but don’t get cute. Keep the classic “How likely are you to recommend us?” and always include an open-ended follow-up (“What’s the main reason for your score?”).
- Keep it short: One score, one open comment. More questions = fewer responses.
- Branding: Add your logo if you want, but nobody cares about your color palette.
C. Set Up Automated Triggers
Planhat lets you automate survey timing. You can trigger NPS surveys based on:
- Lifecycle stage (e.g., 90 days after onboarding)
- Product usage milestones
- Manual sends (for that “uh-oh, we need feedback now” moment)
Automate the basics, but don’t set and forget. Watch for survey fatigue—nobody wants an NPS email every month.
Step 2: Collecting, Tagging, and Organizing Feedback
Here’s where most teams screw up: they collect feedback, but never look at it again. Planhat gives you tools to avoid this graveyard.
A. Centralize All Feedback
Make sure all NPS responses, emails, call notes, and support tickets funnel into Planhat. Use integrations if you need to. The point: no more digging through inboxes.
B. Tag and Categorize Feedback
Planhat lets you tag feedback manually or automatically (with rules or basic AI). This is worth your time, even if it feels tedious.
- Tag by theme: Onboarding, support, pricing, feature requests, bugs.
- Tag by sentiment: Positive, negative, neutral.
Honest Take: Automated tagging is never perfect. Review tags regularly or you’ll end up with garbage-in/garbage-out.
C. Filter Out the Noise
Not all feedback is gold. Ignore:
- One-off rants with no pattern
- Requests with zero relevance to your product’s direction
- Out-of-scope complaints (like someone mad about their own IT team)
Focus on what you can act on, not just what’s loudest.
Step 3: Monitoring NPS Trends in Planhat
Numbers by themselves are just that: numbers. The point is to spot patterns and act.
A. Use Dashboards, But Don’t Obsess
Planhat’s dashboards can show you:
- NPS over time: Are you trending up, down, or flatlining?
- NPS by segment: Big customers vs. small, regions, product lines.
- Promoters, passives, detractors: Who’s in each bucket?
Set up these basics early. But don’t build 15 dashboards for the sake of it—start simple.
B. Dig Into Comments, Not Just Scores
The real value is in the “why.” Planhat lets you click into scores to read actual comments. Make it a habit. Scores can be misleading without context.
- Example: A “6” can mean someone’s frustrated about one minor thing, not that they hate you.
- Pattern spotting: Look for repeated themes in negative feedback.
C. Set Up Alerts (But Not Too Many)
Planhat can ping you when NPS drops, or when a key account leaves harsh feedback. Use this, but don’t let it become background noise.
- Alert on big swings, not every single score.
- Prioritize alerts from high-value accounts.
Step 4: Reporting NPS and Feedback to Your Team (and Boss)
Data’s useless if nobody does anything with it. Here’s how to make feedback actually drive action.
A. Build Simple Reports That People Will Read
Planhat can generate reports, export CSVs, or create live dashboards. Know your audience:
- For execs: NPS trend + 3-4 key comments. That’s it.
- For product/CS teams: Breakdowns by segment, tagged feedback themes, verbatim comments.
Don’t try to impress with volume—clarity beats quantity.
B. Share Feedback Regularly
- Monthly or quarterly is plenty for most teams.
- Rotate key customer comments to keep it real.
- Highlight both wins and ugly truths—don’t cherry-pick.
C. Tie Feedback to Actions
This is where most reporting efforts fail. In Planhat, you can:
- Assign feedback to owners (CSMs, product managers)
- Track follow-ups and outcomes
- Mark feedback as “resolved” or “in progress”
If nobody’s responsible, nothing happens. Make it someone’s job.
Step 5: Using Feedback to Drive Real Change
Collecting and reporting is only half the job. The real value is in acting on what you find.
A. Prioritize What Matters
- Look for recurring themes, not one-off rants.
- Tie feedback to business impact: churn, expansion, renewals.
B. Loop Back to Customers
If you act on feedback, tell the customer. Even if it’s just “Hey, we heard you—here’s what we’re doing.” Planhat lets you track these touchpoints.
C. Iterate, Don’t Overhaul
Don’t wait for “perfect” data. Act on what you see, test changes, and keep collecting. Small, steady improvements beat big, rare overhauls.
What Works, What Doesn’t, and What to Ignore
- Works: Automated surveys, open-ended comments, tagging feedback, simple dashboards, regular team sharing.
- Doesn’t: Only tracking NPS scores, ignoring the “why,” reporting for vanity, overcomplicating workflows.
- Ignore: Fancy AI sentiment analysis (for now), over-customizing surveys, building dashboards nobody reads.
Planhat is solid for tying feedback to real action—but only if you keep it simple and resist dashboard bloat.
Keep It Simple and Iterate
You don’t need to be a data scientist or have a six-sigma process to get NPS and feedback right in Planhat. Start small, automate what you can, and focus on actually reading what your customers say. The value isn’t in the tools—it’s in what you do with what you learn. Check your dashboards, share what matters, act on it, and—most importantly—keep the process light enough that you’ll actually stick with it.