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Use case · NPS / CSAT Tracking

Measure loyalty at every touchpoint

Encatch is an NPS and CSAT tracking platform. It measures loyalty and satisfaction continuously across every customer touchpoint, not just in a quarterly survey blast. A quarterly NPS blast is a lagging indicator — Encatch lets you trigger the right rating at the right moment across every touchpoint, in-app, post-support, or post-renewal, and alerts you the moment satisfaction starts to slip.

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Behaviour-triggered surveysScore segmented by planGDPR ready
NPS Dashboard · Q1 2026

+52

NPS Score

64%

Promoters

12%

Detractors

Score trend · last 6 months

+8 pts
AugSepOctNovDecJan

AI insight: Enterprise NPS is +67, Starter is +31. The gap widened this quarter — driven by onboarding friction in the Starter flow.

Form Engine · Trigger rules

Ask at the moment that matters — not on a fixed schedule

  • Trigger NPS after the user's first value moment: completed onboarding, first export, first integration.
  • Set a quarterly cadence to resurvey active users — with frequency caps to prevent survey fatigue.
  • Fire a CSAT micro-survey post-support ticket resolution, post-renewal, or after any key interaction.
  • Show follow-up open-text only for detractors — so you understand why, not just that the score dropped.

NPS · Trigger rules

Post-interaction · scheduled · behaviour-based

After first value moment

Show NPS 7 days after first successful export

Quarterly cadence

Re-survey all active users every 90 days

Post-support resolution

Send CSAT link when ticket is closed

After key feature use

Show micro-survey after 3rd use of Experiments

Frequency cap: never ask the same user twice within 30 days

Feedback Links · CSAT

Collect CSAT anywhere — no SDK required

  • Generate a shareable CSAT link and embed it in any email, Slack message, or QR code.
  • Choose from star rating, emoji scale, or numeric CSAT — configured per touchpoint.
  • Responses come back into the same dashboard as in-app NPS — one view of satisfaction across all channels.
  • Works without the Encatch SDK installed: share the link and start collecting immediately.

Feedback Links · CSAT collection

No SDK — works in any channel

Post-resolution email · embedded CSAT

How was your experience today?

Email
Slack
QR Code
Copy link

4.7 / 5

Avg CSAT

1,204

Responses

61%

Response rate

Segmentation · Score breakdown

Segment NPS by plan — never average away the signal

  • Break NPS down by plan, region, feature usage, account age, or any custom attribute.
  • A strong Enterprise NPS can mask a failing Starter experience — segmentation surfaces both.
  • Filter CSAT by agent, team, issue type, or channel to find exactly where satisfaction breaks down.
  • Export segmented score reports for QBRs, board decks, or customer success reviews.

Segmented NPS · By plan, region, or trait

Don't average. Segment.

Enterprise

+67

+5 pts
Team

+52

+8 pts
Starter

+31

-3 pts

Starter NPS dropped 3 pts — AI correlates with the new onboarding flow deployed Dec 15

Real-Time Alerts · Score drops

Know about loyalty slippage before it becomes churn

  • Set alert thresholds: notify your team when NPS drops ≥ 5 points in 7 days.
  • Get a Slack or email alert any time an Enterprise account submits a detractor score.
  • Weekly digest keeps the CS team aligned on score trends without checking the dashboard daily.
  • AI correlates score drops with deploy dates, feature changes, or pricing updates automatically.

Alerts · Score drops & detractor spikes

Get notified before churn shows up in numbers

🔴 NPS drop: Starter plan fell from +34 to +28 this week

AI correlates with billing page redesign on Dec 15

2h ago

⚠️ Detractor spike: 12 new 0–6 scores from Enterprise accounts

Slack alert → #cs-team

Yesterday

📈 CSAT improved: Post-resolution score up to 4.7 (was 4.2)

Following new support SLA rollout

3 days ago

Alert when NPS drops ≥ 5 points in 7 days — or any Enterprise detractor submits

NPS / CSAT Tracking

Measure satisfaction everywhere it matters

Encatch goes beyond a quarterly NPS blast — triggering the right rating at the right moment, segmenting results by account, and alerting you when loyalty starts to slip.

Behaviour-based triggers

Fire NPS after the first value moment, on a 90-day cadence, or post-support resolution — not just a timed pop-up.

CSAT via Feedback Links

Send a CSAT link anywhere — email, Slack, QR code — with no SDK required. Responses land in the same dashboard.

Flexible rating scales

Use NPS (0–10), CSAT star rating, emoji scale, or a custom numeric scale — configured per touchpoint.

Segmented scoring

Break down NPS by plan, region, feature usage, or account age. Don't let a bad Starter score hide a great Enterprise score.

Score-drop alerts

Get notified in Slack or email the moment NPS drops below a threshold or a detractor spike appears.

AI driver analysis

Encatch AI reads open-text follow-ups and tells you why your score moved — not just that it moved.

Detractor follow-up

Trigger a personalised follow-up form for every detractor (0–6) — automatically, before they churn.

Identity-linked responses

Every NPS response is attached to a known user with plan, tenure, and custom traits — no anonymous averages.

Longitudinal tracking

Track score trends over quarters. See how each product release, pricing change, or support initiative moves the needle.

FAQ

NPS and CSAT tracking, answered

What is the difference between NPS and CSAT?
NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend, while CSAT (Customer Satisfaction) measures satisfaction with a specific interaction or feature. Encatch tracks both.
Can Encatch trigger NPS surveys automatically?
Yes. Encatch triggers NPS and CSAT surveys at defined moments — post-onboarding, post-support, post-renewal — instead of a single annual blast.
Does Encatch alert me when satisfaction drops?
Yes. Encatch sends real-time alerts when NPS or CSAT scores fall below a threshold you configure, segmented by plan or account.

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NPS / CSAT Tracking · Getting started

Know exactly where loyalty stands

Free trial. No credit card. Your first NPS survey can be live in under 10 minutes.

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