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Use this guide to answer a Net Promoter Score (NPS) survey from your IT provider. It is for survey recipients. You do not need to sign in or have any portal permissions.

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Before you start

  • Use your own invitation link. It identifies you and your company, so do not assume your response is anonymous.
  • The survey asks how likely you are to recommend your provider. Your provider chooses how the scale looks.

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Submit your feedback

Example NPS preview with a 0–10 recommendation scale and optional feedback field

Example NPS survey preview. A live invitation also shows the Submit Feedback button.

1

Open your invitation

Click the survey link in your provider’s email. Read the question and any introduction.
2

Choose a rating

Pick the number, star, face or dog that matches your experience. Numbers run from 0 (not at all likely) to 10 (extremely likely). Choosing a rating does not send anything, and you can change it before you submit.
3

Add a comment

Optional. Type in Tell us more (optional). You can write up to 1,000 characters.
4

Answer any extra questions

Your provider can show extra questions for certain scores. Answer the ones that appear. Required questions are marked with an asterisk (*). If you change your rating, check which questions are showing.
5

Submit

Click Submit Feedback. The button stays disabled until you choose a rating.
6

Wait for the thank-you page

A Thank You! page means your feedback was recorded. Wait for it before you close the page.

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After you submit

The thank-you page can show a message from your provider and links to review sites. A review link opens another website. Your NPS response does not post a public review, so you only review there if you choose to. Your invitation takes one response. The form has no edit option afterward. If you need to correct your feedback, contact your provider.

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Troubleshooting

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Frequently asked questions

No. You must click Submit Feedback.
Yes. Pick another rating. The extra questions can change, so check the ones that show.
No. The comment is optional. Extra questions marked with an asterisk are required.
No, do not assume it is. Your invitation identifies you, and your provider can link the response to you and your company.
No. Contact your provider to arrange a correction.
No. Use your invitation link. The Surveys page in the portal is for viewing survey information, not for answering.