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E-commerce & Retail
Use-CasesPost-Purchase NPS Survey
Email
Email
On site
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Post-Purchase NPS Survey

Collect customer feedback and measure satisfaction – automatically
Objectifs
Improve customer satisfaction and loyalty
Gain actionable feedback after purchase
Identify promoters and detractors early
Strengthen post-purchase engagement
Secteurs
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Balises
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Descriptif

Turn every purchase into an opportunity to learn and improve. This automation sends a short, personalized NPS (Net Promoter Score) survey seven days after a successful order – asking customers how they rate their buying experience. Responses are collected directly in a Google Sheet via Make.com integration, giving your team immediate visibility into satisfaction trends. Depending on the score, each customer sees a tailored landing page: positive feedback triggers a thank-you message, while lower scores open the door for improvement insights. With a 21-day capping, the process stays respectful and non-intrusive – ensuring balanced communication and high-quality feedback.

Effort d'implémentation

Impact sur un objectif

Assets

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Outcome
Deeper understanding of customer satisfaction after purchase
Clear feedback loops for continuous improvement
Segmented insights by promoters, passives, and detractors
Fully automated process integrated with your CRM and analytics

Scénario utilisateur détaillé

Seven days after a successful purchase, the system checks whether the customer has given email consent and isn’t already in the Capping email NPS or Capping email segments. If eligible, an email survey is sent asking, “How do you like our purchase process?” with ten rating buttons (1–10). The score and any written comment are automatically logged in a Google Sheet via Make.com integration. Depending on the score range, the user is redirected to a matching thank-you or feedback landing page, while a 21-day capping prevents sending repeated NPS requests.

Étape par étape

  • 1
    Trigger: Seven days after a user’s deal moves to Completed (successful purchase without cancellation), the system initiates the NPS check
  • 2
    Condition check: The system verifies: The user has Consent email = TRUE The user is not in Segments: Capping email NPS or Capping email If both are true, the flow proceeds
  • 3
    Email sending: An email is sent with the question: “How do you like our purchase process?” It includes ten buttons (1–10). Each button links to a landing page corresponding to the chosen score
  • 4
    Capping control: Once the email is sent, the system applies an Event and Segment: Capping email NPS to limit exposure for 21 days
  • 5
    User response and scoring: When the user clicks a score button: An NPS score event is created (value: selected number) The score is sent via API call to a Google Sheet (using Make.com integration)
  • 6
    Feedback collection: For scores 9–10 (High) → user lands on “Thank you” page and can leave a positive comment. For scores 7–8 (Medium) → user sees “What could we improve?” feedback prompt. For scores 1–6 (Low) → user is shown a form asking “What went wrong?” If a comment is left, it’s recorded as an NPS comment event and sent to the same Google Sheet
  • 7
    Data handling: Only the user’s system ID (custom_id) is transferred to Make.com – no personal data – ensuring full GDPR compliance. The custom ID allows you to identify users in User.com while maintaining data privacy

Detail user scenario

Step-by-step

  • 1
    Trigger: Seven days after a user’s deal moves to Completed (successful purchase without cancellation), the system initiates the NPS check
  • 2
    Condition check: The system verifies: The user has Consent email = TRUE The user is not in Segments: Capping email NPS or Capping email If both are true, the flow proceeds
  • 3
    Email sending: An email is sent with the question: “How do you like our purchase process?” It includes ten buttons (1–10). Each button links to a landing page corresponding to the chosen score
  • 4
    Capping control: Once the email is sent, the system applies an Event and Segment: Capping email NPS to limit exposure for 21 days
  • 5
    User response and scoring: When the user clicks a score button: An NPS score event is created (value: selected number) The score is sent via API call to a Google Sheet (using Make.com integration)
  • 6
    Feedback collection: For scores 9–10 (High) → user lands on “Thank you” page and can leave a positive comment. For scores 7–8 (Medium) → user sees “What could we improve?” feedback prompt. For scores 1–6 (Low) → user is shown a form asking “What went wrong?” If a comment is left, it’s recorded as an NPS comment event and sent to the same Google Sheet
  • 7
    Data handling: Only the user’s system ID (custom_id) is transferred to Make.com – no personal data – ensuring full GDPR compliance. The custom ID allows you to identify users in User.com while maintaining data privacy

Comment le mettre en œuvre ?

La mise en œuvre de l'automatisation des cas d'utilisation implique plusieurs étapes et outils clés. Voici des ressources complètes pour vous aider à démarrer :

Modules d'occasion

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Prérequis
Guide étape par étape
Rédigé par

Read the guide
Recommended data structure
Contact Attributes
Contact attribute is a named data field that describes a specific property of a contact stored on its profile and used for segmentation, personalization, reporting, and automation.
Attribute name Attribute type
email (standard) string
Consent email (custom) boolean
NPS score (custom) integer
NPS comment (custom) string
Deal Attributes
A deal in represents a specific sales opportunity or business transaction that you want to track through your CRM process.
Attribute name Attribute type
stage (standard) integer
Date delivered (custom) datetime
Events
An event is a custom piece of information about something your contact does.
Event name Event attributes
landingpage_conversion
NPS score (integer) score
NPS comment (integer) score; (string) comment
Capping email
Capping email NPS
Segments
Segments are dynamic groups generated based on predefined criteria, which update in real-time as contacts behaviors and attributes change.
Segment name Segment definition
Capping email Manage the marketing pressure of email - for 7 days
Capping email NPS Manage marketing pressure linked to email askign for NPS score after purchase - for 21 days
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Cheat Sheet
To bring your use-case to the next level check how you can use the following methods:
Set up your own domain for landing pages.
Read more
The "capping_email_nps" Tag in this use case is optional — feel free to customize or skip it to match your business setup.
For a more advanced setup, you can also add the “order_id” in the API call for Make.com - that way, you can gain more meaningful insights from the NPS.

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