NPS overview
Quarterly NPS surveys go out automatically, one per customer per period. Score 0 to 10, classified as Promoter, Passive, or Detractor.
NPS in Ochre is the longer-arc satisfaction signal that complements CSAT. Where CSAT measures how a specific conversation went, NPS measures how the customer feels about your product overall. The two answer different questions. Run both.
What NPS asks
The classic NPS question: "How likely are you to recommend [your product] to a friend or colleague?" with a 0-to-10 scale.
Responses classify into three buckets:
- Promoters (9-10): active fans.
- Passives (7-8): satisfied but not enthusiastic.
- Detractors (0-6): unhappy, may churn, may damage word of mouth.
The NPS score is calculated as the percentage of promoters minus the percentage of detractors. The result is a number from -100 to +100. Anything positive is generally healthy. SaaS averages tend to land between 30 and 50.
Quarterly cadence
NPS invites send once per calendar quarter, automatically, via cron. The current quarter is computed in UTC: 2026-Q1 for Jan-Mar, 2026-Q2 for Apr-Jun, etc.
Each customer receives at most one invite per period. If a customer was invited in Q1 and didn't respond, they don't get spammed; they're eligible again in Q2.
Who is eligible
Eligibility for NPS is broader than CSAT. The criteria:
- The customer has at least one conversation with your workspace in the last 90 days.
- The customer has a deliverable email (no synthetic
*.slack.local,*.invalid, or*.localplaceholders). - The customer hasn't received an NPS invite from your workspace this quarter.
If you're using Ochre alongside another NPS tool (Wootric, Delighted, etc.), turn one of them off. Two NPS surveys hitting the same customer in the same week creates noise.
How NPS renders
NPS surveys send via email only. The email is branded HTML with the 0-to-10 scale rendered as tappable buttons, color-graded green / amber / red across the scale. There is no widget or Slack version of NPS — the survey is product-wide and email is the right channel for that.
The NPS card on /analytics
This is the new surface as of today. NPS data was previously collected without a UI; now there's a dedicated card on /analytics that shows:
- The score, big, with sign —
+42or-3. - Promoter / passive / detractor split as a stacked horizontal bar.
- Response count for the period.
- Recent 5 responses — the latest ratings with their comments.
The card respects the same period selector (7d / 14d / 30d / 90d) as the rest of /analytics. If you've never had a response, an empty-state CTA explains the quarterly cadence.
NPS vs CSAT
The two metrics are complementary, not redundant.
CSAT measures interaction quality. It runs after a conversation. It catches "this support thread sucked." Use it to spot agent issues, process gaps, and short-term incidents.
NPS measures relationship quality. It runs quarterly. It catches "we are slowly losing this account" before they churn. Use it to spot product issues, pricing friction, and competitive pressure.
A common pattern: a customer can have great CSAT (every support interaction is fine) and bad NPS (the product itself is frustrating). Or the inverse: bad CSAT (one bad support thread) and great NPS (they love the product overall).
Reading the trend
A single quarter's NPS is volatile, especially with smaller samples. Watch the trend over four to six quarters before drawing conclusions.
A few patterns to watch for:
- Steady drop over multiple quarters. Something fundamental is wrong; usually product or pricing.
- Sharp drop in one quarter. Investigate what changed in the product or business that quarter.
- Sharp rise. Often a feature launch or pricing change that landed well. Try to understand why.
Acting on detractor comments
When a detractor leaves a comment, it's often the most actionable single piece of feedback you'll get all quarter. The pattern that works:
- Read the comment in context with the customer's history.
- Reply personally if appropriate. Many detractors are surprised to hear back; some convert to promoters.
- Aggregate the themes across all detractor comments. Look for the top three issues. Ship fixes.
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