NPS on the Shopify Thank You page, and five Shopify Flow workflows that act on the answers
By Peter Coolen · · 5 min read
NPS by email gets answered by a few percent of customers, days after the order, when you can’t do anything about a bad score before the review is public. NPS on the Shopify Thank You page gets answered by 30–50% of customers, seconds after checkout, and with a Shopify Flow trigger a 0–6 can email your team before the parcel ships. This guide sets that up with Cool& Post Purchase Survey and Shopify Flow, both free, and gives you five workflows to copy.
What Thank You page NPS measures (and what it doesn’t)
Asked right after checkout, “How likely are you to recommend us?” measures the experience of finding, choosing and buying from you. It doesn’t measure the product after delivery; for that you still need a later touchpoint (an email from Klaviyo works). Most stores find the checkout-moment score is the one they can act on fastest, because the detractors are telling you about shipping costs, sizing doubts and checkout friction, all of which you control.
Step 1: install the NPS recipe
In Cool& Post Purchase Survey, open Recipes and install Net Promoter Score. You get four questions with the rules already set: the 0–10 question, then one follow-up per group:
- 0–6 (detractors): “What could we do better?” (open text)
- 7–8 (passives): “What would make it a 10?” (open text)
- 9–10 (promoters): “What did you like most?” (single choice: Price · Quality · Range · Delivery options · Easy ordering · Other)
The flow canvas shows the three branches. Edit any wording; the rules stay.
Step 2: put it on the Thank You page
Settings → Checkout → Customize → switch the page dropdown to Thank you → Add app block → Cool& - Post Purchase Survey → paste the Form ID → Save. Place a test order to see it. (Full walkthrough with screenshots: how to add a survey to the Shopify Thank You page.)
Step 3: connect Shopify Flow
Shopify Flow is Shopify’s own automation app and is free on all plans. Install it from the App Store if you haven’t. In Cool& Post Purchase Survey, the Flow trigger is on by default; you can turn it off per survey on the Integrations tab. Nothing is sent to Flow until you set up a workflow that uses the trigger and turn it on. Every completed survey fires Survey response submitted with: every answer by question, the NPS score, any star rating, the order total, whether it’s a first order, the customer and the order. See what the Shopify Flow trigger sends.
Five workflows to copy
1. Email your team on a low score
Reply to the customer before the order ships; a shipping-cost complaint answered with a partial refund becomes a promoter.
2. Tag the customer by score group
Use the tags for Klaviyo segments and to suppress review requests to detractors.
3. Ask promoters for a review, three days after delivery
Then in your review app or Klaviyo, send the review request only to customers with that tag. Promoters leave better reviews; detractors get a support reply instead.
4. Note the order with the detractor’s reason
Whoever packs or ships the order sees it, and support has the context if the customer writes in.
5. Tag by channel for attribution
Works with the “How did you hear about us?” recipe.
Repeat per channel. Later, compare lifetime value by source tag in your reports.
For more workflows, each with a bad and a better setup, see Shopify Flow templates for your post-purchase survey.
Reading the results
The survey summary shows the NPS score distribution with the revenue and average order value behind each score, so you can see whether your detractors are small first orders (often a shipping-cost problem) or large repeat orders (a service problem). Pick any period from today to all time; export to CSV for your own analysis.
FAQ
Is Shopify Flow free? Yes, on all Shopify plans. The Cool& Post Purchase Survey trigger is included in every plan including Free.
Does the Thank You page NPS replace my email NPS? It replaces the part you can act on immediately. Keep a post-delivery email question if product quality is what you need to track.
Can I run NPS only for returning customers? Yes. Put the NPS survey in a survey group with the audience “returning customer”, and give first-time customers the “How did you hear about us?” survey instead.
What NPS should I expect on the Thank You page? Higher than by email, because the customer just chose you. Compare month to month, not against email benchmarks.
Choosing an app? Read Shopify survey apps compared, or start from the post-purchase survey template with 40 questions.
Written with AI, idea and final edit by Peter Coolen.