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.
Use case · NPS / CSAT Tracking
Measure loyalty at every touchpoint
Measure satisfaction at key moments, compare customer segments, and spot changes that need attention.
Behaviour-triggered surveysScore segmented by planGDPR ready
NPS Dashboard · Q1 2026
+52
NPS Score
64%
Promoters
12%
Detractors
Score trend · last 6 months
+8 ptsAugSepOctNovDecJan
AI insight: Enterprise NPS is +67, Starter is +31. The gap widened this quarter — driven by onboarding friction in the Starter flow.
How it works
Measure loyalty across the journey.
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
From feedback to action
See the pattern. Act on the signal.
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
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.
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.
A little more detail
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.
Also explore
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.