NPS survey logic: 8 checks for the right users

• Apply skip logic so an answer of 9 or 10 on the first question skips the second question.
• Show the current question to participants on Relationship records with Status Active or a specific Relationship name.
• Limit who sees the survey with a Playbook, or keep the default for users who meet the configuration requirements.
• Install the HubSpot tracking code on each web page where the survey should display.
• For a recurring survey, require the contact to meet the criteria every time it is sent.

When you design your survey, you can apply logic features to control the behavior of your survey and enhance the quality of your data, according to Gainsight.

Gainsight defines logic features as tools applied during survey design to control survey behavior and enhance data quality. These features allow you to specify exactly which users receive questions and how the survey responds to their inputs. By applying these controls, you ensure that the survey reaches the correct audience without unnecessary noise.

The eight logic checks you will configure include skip logic, audience scope, playbook trigger, default behavior, status filter, recurring criteria, tracking code, and score recording. Each check serves a distinct function in managing the survey lifecycle. Skip logic determines which questions appear based on previous answers. Audience scope restricts delivery to specific user groups. A Playbook can limit the survey to users who match a Playbook's rules with a Show NPS survey action if you select Yes. Default behavior sets the standard display rules. Planhat lets you view End Users by NPS status, with options for All, Pending and Sent. Recurring criteria define how often the survey repeats. The HubSpot tracking code must be installed on a web page for the survey to display there. Score recording captures the final numerical value.

You should map each of these checks to your specific business goals. For example, use audience scope to show the current question to participants on Relationship records with Status Active. Skip logic skips the second question when the first answer is 9 or 10, while those respondents still take the survey. This approach ensures that your data reflects the intended audience.

The table below lists the eight logic checks, including tracking code, with one detail from the publisher. Each row cites the source that defines that particular rule or setting.

Review your current nps survey settings and verify that the tracking code is installed on the target web pages.

Start by defining which respondents should bypass specific questions based on their initial feedback. According to Gainsight, you can apply Skip Logic on the first Question to skip second Question for the respondents who will answer with either 9 or 10. When configuring this logic, ensure the trigger condition matches the exact score values specified in your platform’s design interface. The skip action applies directly to the second question, removing it from the sequence for those specific respondents. This approach reduces survey fatigue for high scorers while maintaining the full question set for other segments.

Next, narrow your audience using relationship status filters to ensure questions appear only for active accounts. According to Gainsight, you can display the current question to the participants that are part of all your Relationship records with Status Active. This scoping method ties survey visibility directly to the current state of your customer relationship data. The filter operates on the Relationship records associated with the participant.

You can further refine targeting by specifying a particular relationship name. According to Gainsight, you can display the current question to the participants that are part of a specific Relationship name. Use this when you need to survey a specific client without including other active accounts. Combining these filters gives you precise control over who sees each question in your NPS survey flow.

Review your current survey design to confirm these logic rules are active. Verify that the skip logic triggers correctly for scores of 9 or 10. Check that your audience filters match the intended Status Active records and specific Relationship names. Adjust the conditions if your platform’s syntax differs from these examples.

To control precisely which users receive your NPS survey, you must configure the default display behavior and decide whether to enforce playbook triggers. The default configuration for your NPS Surveys establishes a cadence, but you can limit the audience to show only to specific users using a Playbook, according to Vitally. By default, the system shows the NPS survey to all users that meet the configuration requirements, but you can filter that dataset even further using Playbooks, according to Vitally.

A critical decision point in this setup is whether a user is required to match a set of Playbook trigger rules in order for the survey to show, according to Vitally. If you select 'Yes' here, the NPS survey will ONLY show to users matching a Playbook's rules with a 'Show NPS survey' action, according to Vitally. This specific action requirement means that the survey does not display to users who meet general configuration criteria but lack the specific playbook action.

When defining the logic for these triggers, you can look at the Account's Users and ask, "Is there any User with a last NPS score greater than 8?", according to Vitally. This segment rule logic allows you to target users based on their historical feedback scores.

To implement this, review your current playbook rules and ensure they align with your desired audience. Verify that the 'Show NPS survey' action is correctly assigned to the relevant playbook. If you choose to require playbook matches, confirm that your target users have the necessary actions. This setup ensures that the survey reaches only the intended audience, reducing noise and improving response quality.

Can you limit nps surveys to specific users using playbooks?

Yes, you can limit the audience of your Vitally NPS surveys to show only to specific users using a Playbook, according to Vitally. This feature allows you to filter the dataset further than the default configuration requirements.

What happens if a user does not match the playbook rules?

If you select 'Yes' to require playbook trigger rules, the NPS survey will ONLY show to users matching a Playbook's rules with a 'Show NPS survey' action, according to Vitally. Users who do not match these rules will not see the survey.

Before launching your NPS survey, confirm that the technical prerequisites for display are met. In order for a survey to display on one of your web pages, the HubSpot tracking code must be installed on that page, according to HubSpot. This requirement applies specifically to web-based surveys. Verify that the tracking code is present on every page where you intend the survey to appear. If the code is missing from a target page, the survey will not display there.

For recurring surveys, the audience criteria are evaluated at each send interval. If a recurring frequency is selected, the contact must meet the survey criteria every time the survey is sent out to receive it, according to HubSpot. This means a contact who qualified for the first send but no longer meets the criteria will not receive subsequent sends. Review your recurring criteria to ensure they align with your targeting goals. If you want to exclude users who have already responded, check whether your platform supports suppression lists or response-based filtering.

When a recipient interacts with the survey, the scoring logic determines what happens next. When the recipient selects a score, Vitally records it as their answer to the NPS question and opens the rest of the survey for them to complete, according to Vitally. This behavior ensures that the NPS score is captured before any follow-up questions are presented. If your platform uses a different sequence, verify that the score is recorded independently of subsequent answers.

To verify your setup, follow these steps:

1. Check tracking code installation: Navigate to the target web pages and confirm that the HubSpot tracking code is installed on that page, according to HubSpot.
2. Test recurring criteria: Create a test contact that meets the criteria and another that does not. Send a recurring survey and confirm that only the qualifying contact receives it, according to HubSpot.
3. Validate score recording: Submit a test response and confirm that the NPS score is recorded as the answer to the NPS question, according to Vitally.
4. Review survey flow: Ensure that the rest of the survey opens only after the score is selected, according to Vitally.

If any of these checks fail, adjust your configuration before launching the survey to production. Related guides: Health score setup: 8 rules for weights and validity, Onboarding tools: compare 4 customer project plans, and survey configuration checks.

Picture one survey passing through 8 checks. Question 1 stays in front of everyone who receives it. An answer of 9 or 10 skips question 2, and question 2 still appears for every other answer. The same question is shown to people on an active relationship, and a second pass shows it only to one named relationship. One path limits the survey to a chosen group, while the default path includes each user who meets the setup rules. A status view groups people as All, Pending, or Sent. A recurring send waits until the person meets the rules again. The survey appears on a web page only after the tracking code is installed on that page. Choosing a score saves that score as the answer and then opens the rest of the survey.

Today, review your survey design and confirm the eight checks before anyone receives the survey.

How does skip logic work for high nps scores?

Gainsight allows you to apply Skip Logic on the first Question to skip the second Question for respondents who answer with either 9 or 10, according to Gainsight. This configuration targets specific high-score responses to streamline the respondent experience. You should verify your skip rules align with your desired data collection goals.

Can you limit nps surveys to specific users using playbooks?

Vitally allows you to limit the NPS survey audience to users matching a Playbook's rules with a 'Show NPS survey' action, according to Vitally. This feature enables precise targeting beyond the default configuration requirements. Review your playbook rules to ensure they capture the intended user segment.

What happens if a user does not match the playbook rules?

If you select Yes, the survey shows only to users matching a Playbook's rules with a Show NPS survey action, and by default it shows to all users who meet the configuration requirements, according to Vitally. Confirm your selection matches your targeting strategy before launch.

Does the survey display if the tracking code is missing?

Without this installation, the survey will not appear to visitors. Check your web pages to confirm the tracking code is installed.

How is the nps score recorded when a user selects a number?

When the recipient selects a score, Vitally records it as the answer to the NPS question and opens the rest of the survey, according to Vitally. Ensure your survey flow accounts for this automatic progression.

This post is general operational information, not legal advice about notice periods or renewal clauses. It does not promise that any method keeps a customer. A review model checked the facts once, and that check can miss errors, so open the sources before you act.