The NPS That Isn't Annoying

Design our in-product survey: [THE PRODUCT, WHEN USERS HIT VALUE, WHAT WE WILL ACTUALLY DO WITH THE SCORE, WHAT WE TRIED THAT ANNOYED PEOPLE]. Design it right: the trigger moment (after value, not after login), the one follow-up question that produces usable verbatims, the sample rate and re-ask interval that do not train users to dismiss, and the close-the-loop plan - what a detractor hears back and from whom, in what timeframe. Then the three metrics mistakes to avoid (surveying everyone, chasing the score, ignoring verbatims).