NPS surveys

Net Promoter Score (NPS) measures relationship health rather than individual tickets. SummitPSA can send a periodic 0–10 “how likely are you to recommend us” survey to each client’s key contacts. NPS is configured under Admin › Feedback & CSAT alongside the CSAT settings.

Enable NPS

• Enable — feedback_nps_enabled turns the periodic NPS program on (off by default).
• Interval — feedback_nps_interval_days (default 90) sets the minimum number of days between NPS surveys for the same company.

How it runs

A daily background job checks each active company. If the configured interval has elapsed since that company’s last NPS survey, a new survey is sent. Recipients are limited to contacts of type primary or decision maker who have an email address, so the survey reaches the people who own the relationship rather than every end user. A working SMTP account is required.

The survey itself

The email presents colour-coded buttons from 0 (detractor) to 10 (promoter); recipients can also open the survey in the portal. You can customise the question text, the low and high anchor labels, the email subject, and the comment prompt on the landing page:

• feedback_nps_question
• feedback_nps_anchor_low / feedback_nps_anchor_high
• feedback_nps_email_subject
• feedback_nps_comment_label

NPS responses are stored alongside CSAT responses but are a separate survey type; the standard CSAT-based reports and leaderboards focus on per-ticket ratings.