Survey email
- From: Dana from Copperleaf
- Subject: One quick question from Copperleaf
- Preview text: It takes one click.
Body:
Hi there,
Thanks for brewing with Copperleaf. We have one question, and it takes one click.
How likely are you to recommend us to a friend or colleague?
0 = not at all likely, 10 = extremely likely
[score link 0] [score link 1] [score link 2] [score link 3] [score link 4] [score link 5] [score link 6] [score link 7] [score link 8] [score link 9] [score link 10]
Dana from Copperleaf
You rate the company as a whole, so the question keeps "us" as in the standard wording.
Optional second question, my own addition and not part of the standard question. It shows on the page after someone clicks a score: "What is the main reason for your score?"
Follow-up emails
Each one uses only the actions you listed.
Promoters (9 to 10) - Subject: Thank you from Copperleaf - Body: Thank you for the high score. If you have a minute, a review on our site helps other coffee drinkers find us: copperleaf.example/reviews. Dana from Copperleaf
Passives (7 to 8) - Subject: What would make it a 10? - Body: Thanks for your score. What one change would make Copperleaf a 10 for you? Just reply to this email; Dana reads every reply each week.
Detractors (0 to 6) - Subject: We want to make this right - Body: Thank you for being honest with us. Marcus, who leads our support team, will reply to you personally within 2 business days. If a different roast or a pause would help, he can set that up for you. Dana from Copperleaf
Score counts and NPS
Counted by script from your 24 rows. Group rules: 9 or 10 promoter, 7 or 8 passive, 0 to 6 detractor.
| Group | Count | Share of all responses | IDs |
|---|---|---|---|
| Promoters | 12 | 50.0% | C01, C02, C05, C07, C10, C11, C14, C15, C18, C19, C22, C24 |
| Passives | 6 | 25.0% | C03, C04, C09, C13, C16, C21 |
| Detractors | 6 | 25.0% | C06, C08, C12, C17, C20, C23 |
| Total | 24 | 100.0% |
| Measure | Value |
|---|---|
| Promoter share | 50.0% |
| Detractor share | 25.0% |
| NPS (points) | 25.0 |
Formula: NPS = 50.0% promoters minus 25.0% detractors = 25.0 points. Passives count in the total of 24 but not in the subtraction.
This rests on only 24 responses from September 2026, a small sample. It describes these customers only and is not proof of how all subscribers feel. If a single passive had scored 9 instead, NPS would rise by about 4 points (1 / 24 is about 4.2%).
Questions for you
- Should the optional reason question go on the score page, or should we keep it to one question?
- Do you want the follow-ups sent automatically by score, or reviewed by Dana first?
Needs your decision
- Send the survey email and the three follow-ups: HELD until you approve the copy.