What is my NPS trend?
Real NPS, segmented by cohort, with the actual reasons score moves.
You'd think this needs Wootric or Delighted at $200/mo — Astra runs NPS through Intercom or in-product, segments by cohort, and tells you why the number moved.
The short answer
Astra runs your NPS quarterly and reports the trend with cohort-level drivers. She triggers the survey via Intercom or in-product to active users (not 1-day signups — that's vanity), targeting 200-500 responses per quarter for statistical significance. The number itself isn't the value — what moves it is. She segments responses by cohort (signup month), plan tier, usage frequency, and customer success owner. Then she clusters open-ends by theme using sentiment analysis and tells you exactly which cohort's score moved and why. The quarterly Lark report shows: current NPS, 4-quarter trend line, top 3 promoter themes, top 3 detractor themes, biggest cohort delta, and 3 specific actions to push the score next quarter. Healthy SaaS NPS is 30+; world-class is 50+. Most teams find the cohort with the lowest score is also their highest-churn cohort — that's the actionable insight.
How Astra actually does it
- 1Trigger NPS survey to right segment
Active users only (logged in last 30 days), 14+ days since signup. Via Intercom in-app or email if Intercom not connected. Target 200-500 responses per quarter.
IntercomPostHog - 2Segment responses by cohort
Cut by signup month, plan tier, usage frequency, customer success owner. Find the cohort whose score moved most QoQ — that's the leading indicator.
MixpanelStripe - 3Theme-cluster open-ends
Cluster verbatims into themes by sentiment. Top 3 promoter themes (what's loved), top 3 detractor themes (what's broken). Each theme has count + sentiment score.
- 4Trend the score 4 quarters back
Plot 4-quarter trend line. Compute statistical significance of any move. Compare to public benchmarks for your category (B2B SaaS median ~35).
- 5Deliver report + 3 actions
Quarterly Lark report: NPS, trend, top themes, biggest cohort delta, 3 specific actions to push score next quarter (each tied to a detractor theme).
Lark
What it looks like in chat
Quarterly Lark report: NPS, 4-quarter trend, cohort segments, top themes, 3 specific actions to push the score next quarter.
Quarterly NPS run; report delivered within 7 days of survey close.
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Try this with AstraFrequently asked questions
Should I run NPS more often than quarterly?
No — quarterly is the right cadence. Monthly NPS introduces survey fatigue and the score becomes noise. Astra triggers NPS quarterly but runs continuous CSAT (1-question micro-surveys after key actions like first project completed, support ticket closed) for in-between signal.
What's a 'good' NPS for B2B SaaS?
Median is ~31. 30-50 is solid. 50+ is world-class. Below 20 means you have systemic issues — usually onboarding, pricing fairness, or support quality. Astra benchmarks against your category and tells you if your score is good, average, or broken; the absolute number matters less than the trend and the theme drivers.
What if response rate is too low to be statistically significant?
She'll flag it and recommend 2-3 fixes: send via in-product modal (not email — 5x higher response), shorter survey (NPS + 1 open-end max), and target only highly-engaged users (used product 3+ times in last 14 days). Below 100 responses she reports the score with confidence interval rather than a single number.
Can I see who specifically is a detractor?
Yes — she'll surface a list of detractor accounts (with permission) and recommend a personal outreach for each from your CS team. She can draft the outreach email per detractor with the specific issue they raised. Targeted detractor recovery typically converts 30-40% to neutral or promoter within 60 days.
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