Vitally Features
Customer NPS Tracking Software
Survey and track customer NPS with Vitally’s powerful Customer Success Platform.
Understand & Act on Customer Sentiment
Gather NPS feedback across the customer journey and use it to drive retention, referrals, and real-time follow-up.
Deploy in-app or email-based NPS surveys — automatically linked to accounts, segments, and customer timelines. Every response is visible in context, alongside product usage, support history, and more.
Use Playbooks and Automations to take immediate action when customers respond — whether that’s triggering outreach, surfacing insights, or routing feedback.
Visualize how sentiment shifts over time across lifecycle stages, customer tiers, or CSMs — and link NPS scores to renewals, expansion, and product adoption.
600+ CS Teams Are Scaling With Vitally
“From an expansion standpoint, Vitally has been extraordinarily helpful. Vitally’s also been instrumental in surfacing the right information and ensuring that we are in lockstep with the customer in their journey with Tines.”
FAQ
Why should Customer Success teams measure NPS?
NPS helps CS teams go beyond anecdotal feedback and get a measurable pulse on customer sentiment. By asking the simple question — “How likely are you to recommend us?” — teams can detect risk, unlock referrals, and act faster to improve retention.
Unlike standalone survey tools, Vitally’s NPS is built into your customer data — giving every team member immediate access to scores and comments in context.
How does Vitally collect and manage NPS data?
Vitally lets you run in-app or email NPS surveys, scheduled or always-on. Responses are automatically logged to accounts, organizations, and contacts — with visibility across Notes, Conversations, and Dashboards. You can filter by segment, trigger actions, and report on trends across time.
Can I automate follow-up from NPS responses?
Yes. You can use Vitally Playbooks or Automations to instantly respond to promoters, passives, or detractors. For example:
- Route detractors to their CSM for immediate outreach
- Trigger feedback requests or reviews from promoters
- Escalate low scores via Slack or email alerts
All without writing a line of code.
Can I segment and analyze NPS trends?
Absolutely. Filter responses by segment, plan type, stage, CSM, or any trait in your data model. View trends over time, analyze score distributions, and link NPS to renewal outcomes or product usage. You can even create custom dashboards or embed NPS widgets in Docs for customer-facing reviews.
How does NPS integrate with the rest of Vitally?
NPS is fully embedded into Vitally’s Customer 360 — meaning it works seamlessly with Playbooks, Conversations, Notes, Goals, and more. There’s no need to manage separate tools or spreadsheets — your customer feedback lives where your team works.
Explore the Product
Productivity
Give your team all the tools they need to build and automate how they get work done.
Collaboration
Increase customer transparency to reach new milestones with customers.
Visibility
Discover actionable insights to drive your book of business, inform strategies, and keep data flowing.
Vitally AI
Purpose-built AI for scaled CS to reduce churn, unlock growth, and stay a step ahead.
See Customer NPS Tracking in Action
