General Questions
What is NPS?
What is NPS?
Net Promoter Score (NPS) is a metric that measures customer loyalty on a scale of -100 to +100, based on asking customers “How likely are you to recommend us?” on a 0-10 scale.
Where does the survey appear?
Where does the survey appear?
The NPS survey appears on your Shopify thank you page (order confirmation page) immediately after customers complete their purchase.
Is it mobile-friendly?
Is it mobile-friendly?
Yes! The survey widget is fully responsive and works perfectly on desktop, tablet, and mobile devices.
Can I customize the survey question?
Can I customize the survey question?
Currently, the survey uses the standard NPS survey layout but with the text full customisable.
Pricing & Billing
Is there a free trial?
Is there a free trial?
The Free plan serves as your trial - use it as long as you want with no credit card required. Upgrade when you need more than 120 ratings/month.
What happens when I hit the free limit?
What happens when I hit the free limit?
When you reach 120 ratings in a month, new submissions are blocked until you upgrade or the next month begins. Your existing data remains accessible.
Can I cancel my Premium subscription?
Can I cancel my Premium subscription?
Technical Questions
Does it slow down my checkout?
Does it slow down my checkout?
No. The survey only appears on the thank you page after checkout is complete, so it has zero impact on checkout performance.
Is customer data secure?
Is customer data secure?
Yes. We use encryption in transit and at rest. We don’t collect customer personal information - only order IDs and ratings.
Can customers submit multiple ratings?
Can customers submit multiple ratings?
No. Each order can only be rated once. If a customer tries to rate the same order again, they’ll see a message that it’s already been rated.
What if I uninstall the app?
What if I uninstall the app?
All your data is deleted within 30 days of uninstallation. Export your data first if you want to keep it.
Features
How does auto-tagging work?
How does auto-tagging work?
When enabled (Premium only), orders are automatically tagged with
simple_nps_rating:X where X is the rating (0-10). Learn more →What format is the CSV export?
What format is the CSV export?
Standard CSV format with columns: Rating, Category, Order Number, Comment, Date. Compatible with Excel, Google Sheets, and all major tools.
Can I filter responses by date?
Can I filter responses by date?
The dashboard shows all responses. Use the 30-day trend graph to see recent patterns, or export to CSV and filter by date externally.
Still Have Questions?
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