Ecommerce / D2C brand NPS survey template
The rating question, the three follow-ups that matter, and the moment to send it — written for ecommerce / d2c brand.
How likely are you to recommend {{brand}} to a friend or family member? (0 = not at all, 10 = definitely)
Replace {{brand}} with your business name.
Love that! What did we get right — the product, the delivery, or something else?
Capture the enthusiasm while it is fresh — this answer becomes your next review.
Thanks for the honest score. What would have made it a 10?
Find the one missing thing. Passive answers are the most actionable feedback you get.
Sorry we let you down. What went wrong with your order? A human will read this reply.
Diagnose and recover. Route this to a person today, not to a report.
2–3 days after delivery, not at dispatch
Asking at dispatch measures your marketing; asking after delivery measures your product. Wait until they have actually opened the box.
Send this ecommerce / d2c brand survey on WhatsApp
Copying the wording is the easy part. RateUp delivers it as a native WhatsApp flow, branches the follow-up automatically by score, and routes detractors to your team before they leave a public review.