A score is a number. Context makes it useful.
Knowing your NPS is 42 changes nothing. Knowing which customers scored what, why, what they bought, and what they spent afterwards changes plenty.
Most NPS programmes end at the dashboard.
The score gets reported in a monthly meeting and then nothing happens to it. It sits in a separate tool, disconnected from the customer record, so nobody can answer the only questions that matter: who scored badly, what did they buy, and did they come back?
- An aggregate score hides which cohorts are actually unhappy.
- A detractor who spends four figures a year needs a different response to one who bought once.
- Free-text reasons are rarely categorised, so they are rarely used.
- Scores that never reach Klaviyo cannot change a single send.
The score, and the six words after it.
Example NPS and satisfaction questions for a functional mushroom brand. The follow-ups are what make the number actionable.
- 01
How likely are you to recommend us to a friend? (0–10)
0–6 · Detractor7–8 · Passive9–10 · Promoter - 02
What is the main reason for your score?
Product resultsTaste and qualityPrice and valueShipping speedCustomer supportSourcing and transparency - 03
How satisfied were you with your most recent order?
Very satisfiedSatisfiedNeutralDissatisfiedVery dissatisfied - 04
What one thing would move your score up a point?
Faster shippingBetter value or bundlesMore product guidanceMore flavour optionsEasier subscription controlNothing — happy as is - 05
How was your last support conversation?
Resolved quicklyResolved slowlyNot resolvedHaven't contacted support - 06
Would you be open to a short call with our team?
YesNoMaybe later
Illustrative example questions. Bands shown follow the standard NPS convention.
A score you can segment on.
Signals turns the response into properties that live on the customer, not in a reporting tool.
NPS Score & Band
The numeric score plus a Promoter, Passive, or Detractor band you can segment on.
Score Driver
The categorised reason behind the score, not just an unstructured comment.
Order Satisfaction
CSAT for the most recent order, attached to that specific Shopify order.
Improvement Request
The single change that would move the customer up a band.
Support Outcome
Whether the last support interaction actually resolved the issue.
Research Opt-In
A standing list of customers who agreed to talk to you.
Treat promoters and detractors differently.
The same campaign should not go to someone who scored 10 and someone who scored 3.
In Shopify
- Read the score next to lifetime value, order count, and product mix.
- Compare NPS by first product purchased to see which entry point creates promoters.
- Tag detractors so support opens the conversation already informed.
In Klaviyo
- Sync NPS Score and Band as profile properties for segmentation and suppression.
- Send review and referral invitations to promoters only.
- Route detractors into a recovery flow, and hold them out of promotional sends.
In Compass
- Follow whether promoters really do spend more over the following year.
- Combine score trends with churn and repeat-rate signals in one profile.
- Optional — NPS tracking works with Shopify and Klaviyo on their own.
Give your NPS score somewhere to go.
Measure satisfaction with full commerce context, and turn every score into a next action.