Shopify NPS: How to Set Up a Survey and Measure Your Score

To measure NPS for your Shopify store, ask a recommendation question on a 0–10 scale, subtract the share of detractors from the share of promoters, and report the answer count alongside the score. Keep the audience, timing and question consistent when comparing results.

With OrderSurvey, you can collect NPS on the Thank you and Order status pages without Shopify Plus, add a conditional follow-up, and review answers in the app. Free includes 100 submitted survey responses across the store per rolling 30 days. Unlimited is $24 USD/month when you need unlimited responses, CSV export or configured low-NPS alerts.

This guide covers the online setup and what the results can tell you. See the app walkthrough or follow the steps below.

Choose the experience you want to measure

A buyer answering immediately after checkout has just experienced choosing products and placing an order. A first-time buyer usually cannot yet assess delivery or product use. A returning customer may know more about your store, but that is a different audience.

Choose the question for the experience available to the customer. Neither an on-page survey nor an email survey guarantees an unbiased sample or a particular response rate. Read the NPS, CSAT and CES comparison if your goal is satisfaction or effort rather than recommendation sentiment.

Set up an NPS survey on Shopify

1. Create the survey in OrderSurvey. Add a question with the NPS type, such as “How likely are you to recommend our store to a friend or colleague?” Use the 0–10 scale; a five-star rating is a different question type.
2. Add an optional reason. “What is the main reason for your score?” gives customers room to explain without assuming that something went wrong. Use conditional follow-ups only when a different question would be useful for a particular score range.
3. Choose the audience and placement. Select All orders, First orders only or Repeat orders only, and the Thank you page, Order status page or both. Enable the survey after reviewing its rules.
4. Publish the Shopify blocks. In Shopify, open Settings → Checkout, edit the active configuration, select the Thank you page, add the OrderSurvey block and save. Repeat on the Order status page if you selected both placements.
5. Verify a matching order. Check the question, follow-up path and saved response using a development store or an approved test order. Keep deliberate test answers separate from business reporting.

Installation alone does not publish either block. Shopify documents that Thank you and Order status UI extensions are available on Basic or higher, with separate steps to add and save blocks in the editor. See Shopify's checkout-app instructions.

First/repeat targeting depends on Shopify's order context. On the Order status page, OrderSurvey uses the classification recorded by the Thank you block; older or unclassified orders can remain hidden from a targeted survey. Existing customer-tag targeting is unavailable on these online blocks. Optional tagging after an answer is a separate feature. The audience and targeting guide explains these limits.

For a placement walkthrough, use the Thank you page guide and Order status page guide.

Calculate the score from valid NPS answers

The standard groups are promoters: 9–10, passives: 7–8, and detractors: 0–6. Keep all three groups in the denominator:

NPS = 100 × (promoters − detractors) ÷ all valid NPS answers

This follows Bain's NPS calculation. The result is a score between −100 and +100, not an average rating or a percentage of satisfied customers. The groups do not establish what an individual customer will do next.

Illustrative example: 20 answers contain 12 promoters, five passives and three detractors. NPS is 100 × (12 − 3) ÷ 20 = 45. Report “NPS 45 from 20 answers,” together with the survey, audience, placement and dates. These numbers are an example, not OrderSurvey customer results.

Exclude a missing NPS answer rather than treating it as a zero. Do not count a text follow-up as another NPS answer. For more examples and common counting errors, read how to calculate NPS.

Find NPS reporting in OrderSurvey

Open Analytics from the app menu. The dashboard remains available before the first response, with setup guidance above it. The NPS card appears once there are valid NPS answers to summarize; no answers is different from a measured score of zero.

The dashboard's NPS card summarizes valid NPS-question answers from the last 90 days across surveys. Ordinary ratings and other numeric answers are excluded. Review the individual survey and saved answers in Surveys and Responses when you need the context behind the number.

For a custom reporting window, Unlimited CSV export lets you work with the relevant question-and-answer rows. Filter to the intended survey, NPS question and dates before counting. One submitted multi-question survey can produce several CSV rows; those rows are not several customers. Order totals and existing customer tags require separate order data rather than appearing automatically in the export.

Use one consistent NPS question per survey when possible. If you change the wording, audience or timing, record the change and keep the resulting cohorts separate. A small change in a small sample can come from one answer moving groups; it is not proof that a store change caused an improvement. See the small-sample reporting guide.

Add useful follow-ups and optional Unlimited alerts

Keep the first follow-up open and relevant to the experience:

Use the visual branching builder to connect each range to its follow-up. Preview the boundaries 0, 6, 7, 8, 9 and 10, and check that changing a score selects the intended path. Keep review requests separate from score-based routing; do not solicit public reviews only from customers who give high scores.

If your team needs notifications, open Settings → Notification Alerts on Unlimited, choose a destination, save its webhook URL and set the threshold. 6 includes scores 0–6; a blank threshold disables alerts. Saving settings alone does not send a notification or replay older answers, and saved settings on Free do not send alerts.

Slack and Microsoft Teams alerts contain a score and order reference, directing your team to Responses for the full answer. A custom JSON webhook carries the event and survey answers. A saved response does not prove that the destination received its alert. The NPS follow-up guide covers configuration and a practical response process.

Assign someone to read the feedback during your support hours. Decide whether contact is appropriate and what your team can actually resolve. OrderSurvey's alert setting does not contact customers or promise recovered revenue.

Start with a survey you can maintain

Use Free to collect and review up to 100 submitted survey responses across the store per rolling 30 days, including conditional follow-ups and dashboard analytics. Unlimited is $24 USD/month for unlimited responses, CSV export and configured low-NPS webhook alerts. See current pricing.

Install OrderSurvey to create your first NPS question. For help choosing the audience, publishing both blocks and checking a saved response, book a 20-minute setup call.

Frequently asked questions