In March 2026, we introduced NPS setup functionality in upgraded Planhat (ws.planhat.com), replacing the NPS Module in the original Planhat platform (app.planhat.com).
Creating NPS campaigns in Planhat is done using a simple 4-step process, which we go through in this article. You can quickly create, tailor, target and define your survey and scheduling.
Planhat NPS surveys are delivered in-app or via email. Recipients select a score, which then opens up a browser window with response messaging and a text box for further feedback.
To create a new NPS survey, go to the "NPS" Global Tool for admins, accessed by clicking on your tenant name or initial/icon in the top-left corner of Planhat, and selecting "NPS" (in the "System Admin") menu. (Note that to view the "NPS" Global Tool for admins, the "Surveys" workflow permission needs to be enabled for your Role.)
Click "+ New NPS campaign" to start a new campaign/survey.
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1. Customise your NPS survey
After you click "+ New NPS campaign" and enter a name, you are presented with the campaign setup screen. The right side shows General, Branding, Introduction, Messaging and Style options you can use to fully customize the look and feel of your NPS campaign.
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Clicking "Branding", you can add your company logo to the NPS survey. If you have previously uploaded your logo to your Planhat tenant, enable the toggle switch, and your logo will appear in the right side panel, or you can upload a new logo using the "Upload new logo" option.
There are two ways that you can send NPS surveys from Planhat to your customers:
Email: send NPS surveys from Planhat from a specific Planhat user via email.
In-app: the NPS survey will pop up in your application making it very easy for your customers to leave their feedback. There's no additional cost to send NPS surveys in-app; there's just a small amount of technical effort required to get you up and running. If you would like to set this up then check out this article.
🚀 Quick tips:
Make sure your logo does not have white text on a transparent background as the text will be lost against the email body.
Edits you make on the right-hand panel will show immediately in the middle view of your screen so you can instantly see your new layout.
2. Tailor the messaging seen by respondents based on their score
Once you're happy with the email messaging, click "Success" at the top. Here you can edit what your customer will see in their browser after they rate you in the survey.
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You can create customised responses for any scoring groups with the default layout, bucketing custom responses into Detractors (1-6), Passives (7-8) and Promoters (9-10).
🚀 Quick tip: If you want to group scores differently, you can change the default settings using by typing into the number range.
NPS is traditionally based on a score and an opportunity to provide more detailed feedback. Written feedback in an NPS survey, if it's your only type of survey, can provide enormous insight. When configuring your survey, you can change the messaging shown with the feedback text box. Make this messaging engaging to try and stimulate a response.
3. Select your target audience based on data in Planhat
Once you are happy with the messaging, it's time to identify recipients.
Given the amount of data you have in Planhat, it's easy to create an incredibly focused and targeted survey distribution. To start, click on the "Audience" tab and you can create any group of End Users via filters. This will allow you to target very specific End Users in your campaign.
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For example:
If you want to get very granular, you can also combine Company-level rules with End User-level rules to identify a group of End Users meeting certain criteria within a group of Companies meeting certain criteria.
You can read more about designing and building filters here.
NPS is all about getting a lot of responses, and seeing how they trend over time. Make sure you avoid the temptation to only survey your happiest clients. You need as broad a selection as possible to prevent bias-distorting results.
End Users that meet the filter criteria you select are displayed here, in the Audience tab. There is also a simple built-in filter to view End Users by their NPS status, with options for All, Pending and Sent.
4. Check and understand your NPS scores
Finally, once your campaign is ready to go, you can set it live via the "Launch" button. Surveys will start being distributed as soon as your scheduling allows.
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📌 Important to note: if you set the "When would you like to send your surveys?" option to "Send right away", the survey will send at five past the hour. For example, if you send the survey at 7:25 AM it will send at 8:05 AM.
There are multiple places where you can check your NPS scores in Planhat.
Firstly, there is a "Results" tab for each NPS campaign within the "NPS" Global Tool (where you have been setting up the campaign).
You can also view NPS results in Data Explorer or a Data Table etc. Page - simply select NPS as the model.
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📌 Important to note: Recipients of email NPS surveys can go back to the survey they submitted and change their score within 1 day of submitting the initial score. After 1 day has passed, they will not be able to change their score and they will see a thank-you message instead.
📌 Important to note: Note that if an End User closes the NPS pop-up three times, it will automatically class them as unsubscribed, which will prevent them from getting NPS surveys again in the future.
If you would like to subscribe the End Users again, you would need to do the following:
Go to the Data Explorer and select "End User" as the model
Add the field "NPS Unsubscribed" as a column
Search for the specific End User(s), and click on the "NPS Unsubscribed" toggle switch to turn it off