One tap, zero to ten, on the page where the customer has just bought. Worded the way Delighted asked it, so the number stays comparable — and stored against the Shopify order, so for once you can ask which products, channels and countries your detractors came from.
The standard wording, the standard scale, and no second question in the way.
The three-way split is not arbitrary — it is the whole reason NPS survived as a metric.
| Answer | Bucket | What it usually means |
|---|---|---|
| 9–10 | Promoter | Would say your name unprompted. The people to ask for a review, a referral or a testimonial — while the parcel is still exciting. |
| 7–8 | Passive | Satisfied and unmoved. Counted in the total, ignored in the score, and the group most likely to buy from whoever is cheaper next time. |
| 0–6 | Detractor | Something went wrong, or expectations did. Six is not a near miss — it is on the unhappy side of the line, and it is worth treating that way. |
A standalone survey tool gives you a trendline. Because every answer here is written against the order, the same responses answer questions a trendline cannot: which product line your detractors bought, whether the customers who came from one channel score differently from another, and what the average order value of a promoter is next to a passive.
That last one tends to be the argument that gets NPS taken seriously internally. A number between −100 and +100 is easy to ignore; the revenue sitting behind the two ends of it is not.
Asked on the Thank You page, you are measuring the buying experience — did the site make sense, was checkout painless, did they feel good about paying. That is genuinely useful and it is not the same thing as product satisfaction, which nobody can report before the box arrives.
The Order Status page is what closes that gap, because it is the page a customer opens repeatedly while waiting. The same published survey sits there, so a slice of your scores arrives after delivery without you scheduling anything. Worth knowing when you read the distribution: it is a mix of two moments, not one.
A score with no explanation tells you the temperature and nothing about the weather. NPS + why is the same question with an open-text follow-up attached, and it is the version most stores should run once they have a baseline. If you are moving an existing programme across, the Delighted migration guide covers what carries over and what does not.
Scores of 9 and 10 count as promoters, 7 and 8 are passives and 0 through 6 are detractors. Subtract the share of detractors from the share of promoters and you get a number between −100 and +100. Passives count in the denominator but never in the result, which is why a store full of 8s lands near zero.
For the classic version of the question, yes — nobody can rate a product they have not unwrapped. That is why the same survey also publishes to the Order Status page, which is the page customers return to while they wait for tracking. Scores keep arriving there for days, so the early ones read your buying experience and the later ones read the whole thing.
Less than you would hope from the benchmarks you will read, and the honest answer is that your own trend is the only reliable comparison. A post-purchase score is not measured the same way as a score collected by email six weeks later, so a number lifted from an industry report is not a target — the direction yours moves after you change something is.
No. toldby only asks on Shopify's checkout surfaces — the Thank You page and the Order Status page — and has no email or SMS sending of any kind. If your NPS programme depends on a delayed email to every customer, an app built around sending is a better fit than this one.
Not in this template. It renders optional, which keeps the Thank You page polite and costs you only the responses you were never going to get anyway. The sister template requires it deliberately, because it pairs the number with a written reason and an orphan reason cannot be bucketed.
toldby is live on the Shopify App Store. Install free, publish the NPS template, and watch the first scores land against real orders.
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