NPS & Surveys
Organizer Guide
2 min read
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On this page
Net Promoter Score and post-event surveys, in two places: build and review a survey for a single event from that event's Manage page, or see your NPS trend across every event from the standalone NPS & Surveys page under Marketing in the sidebar.
What you can do here
- Create a survey — per event, with a title, a description, an active toggle, and an auto-send toggle with a delay (1 to 720 hours, that is up to 30 days, after the event ends)
- Add questions — five types: rating, free text, multiple choice, yes/no, and NPS (0-10)
- View results — per survey, with an average and distribution for rating questions, a promoter/passive/detractor split for NPS questions, choice distributions, and the raw list of free-text answers
- View the NPS trend — every event that has collected NPS responses, plotted over time and listed with its own score
How the NPS score is calculated
- Every response to an NPS question scores 0-10. A score of 9-10 is a promoter, 7-8 is a passive, and 0-6 is a detractor
- The NPS score itself is
(promoters - detractors) / total responses × 100, rounded to one decimal place — so it always falls between -100 and 100, the standard NPS formula - On the trend page a score of 50 or above shows green, 0-49 shows amber, and a negative score shows red
Auto-send explained
- With auto-send on, an invitation queues for every confirmed booking once your chosen delay has passed after the event's end date
- Each booking is only ever invited once, and anyone who has already responded is skipped even if invited again
Good to know
- Response rate, shown on the survey list, is responses divided by total attendees, as a percentage to one decimal place
- Only NPS-type questions feed the promoter/passive/detractor math — a survey with no NPS question never produces an NPS score, even if it has other questions
Troubleshooting
- NPS trend page says no data yet — none of your events have a survey response with an NPS answer yet
- A survey's results show no NPS score — that survey has no question of type NPS (0-10); add one and wait for responses
- Auto-send never went out — it only fires after the event's end date plus your configured delay has actually elapsed, and only for bookings that were confirmed