Which NPS survey template should I use in Cortex Voice?

For a first survey or a recurring relational NPS program, Standard NPS is recommended. It maximizes response rates through brevity and provides sufficient data for Cortex AI. Move to the Advanced template once you have a baseline of 3 to 6 months of data.

How do conditional questions work in Cortex Voice?

Cortex Voice automatically adapts the open-ended follow-up question based on the score given: Promoters (9–10) receive a positive reinforcement question, Passives (7–8) receive an improvement question, and Detractors (0–6) receive an empathetic recovery question. You can customize each phrasing under the Conditional questions tab.

How do I personalize the email subject line for my NPS survey?

Include a 'firstname' column in your CSV file. Cortex Voice will use this to personalize the subject line automatically. The default subject is '[First name], we'd love your feedback'. Avoid spam trigger words such as FREE, URGENT, or excessive capitalization.

Quelle est la différence entre le NPS Standard et le NPS Transactionnel ?

Le NPS Standard mesure la satisfaction globale envers votre entreprise (relation long terme). Le NPS Transactionnel mesure la satisfaction après une interaction spécifique (achat, service, appel support). Les deux utilisent la même échelle 0–10, mais le contexte et la formulation des questions diffèrent.

Puis-je modifier une enquête après l'avoir envoyée ?

Non. Une enquête active ne peut pas être modifiée pour préserver la cohérence des données. Vous pouvez uniquement archiver l'enquête et en créer une nouvelle. Les données déjà collectées restent accessibles dans le tableau de bord.

Combien de contacts puis-je inclure dans un seul envoi ?

La limite est de 5 000 contacts par envoi avec un fichier CSV de maximum 10 Mo. Pour des listes plus grandes, divisez en plusieurs envois programmés à des intervalles de 24 à 48 heures pour éviter les problèmes de délivrabilité.

Comment fonctionne la suppression automatique des contacts ?

Si vous activez la gestion des suppressions dans Paramètres → Notifications, Cortex Voice applique automatiquement un délai minimum de 90 jours entre deux enquêtes envoyées au même contact. Les désabonnements sont également traités automatiquement et de façon permanente.

Aide creer enquetes

Available survey types

Cortex Voice offers three survey templates suited to different moments in the customer journey:

Template	Recommended use	No. of questions
Standard NPS	Overall satisfaction measurement, long-term relationship	2 (score + open-ended)
Transactional NPS	After a purchase, service interaction or support contact	3 (score + open-ended + contextual)
Advanced NPS	Multi-criteria segmentation, in-depth thematic analysis	4 to 7

Which template should you choose?

For a first survey or a recurring relational NPS program, Standard NPS is recommended. Its brevity maximizes response rates and provides sufficient data for Cortex AI. Move to the Advanced template once you have established a baseline over 3 to 6 months.

Creating a new survey

Open the creation wizard

In the side menu → Surveys → New survey button (top right). The wizard opens in 4 steps: Template → Content → Distribution → Review.

Name the survey

Give it a descriptive internal name (e.g. NPS Q1 2026 — Active clients). This name is only visible to your team in the dashboard — your customers never see it.

Select a template

Click the desired template. A preview appears on the right showing exactly what your customers will see. Click Use this template to move to the content customization step.

Customizing the content

Edit the introduction

Write a short, personal introduction (ideally 80 to 120 characters). Mention the context: "Following your purchase on [date], we'd love to hear your thoughts…". Contextual personalization increases response rates by 12 to 22%.

Configure conditional follow-up questions

Cortex Voice automatically adapts the open-ended question based on the score given:

Promoters (9–10) — "What did you particularly enjoy?"
Passives (7–8) — "What would it take for us to earn a 10?"
Detractors (0–6) — "What happened? How can we improve your experience?"

You can edit each of these phrasings under the Conditional questions tab.

Customize the thank-you message

Write a different message for each segment. For detractors, offer a direct follow-up: "Thank you for your honesty. A member of our team will reach out within 48 hours." This message can include a link to your contact form or booking calendar.

Tip — Survey branding

Under the Appearance tab, you can customize the survey's primary colour to match your brand identity. Cortex Voice automatically generates a contrast-compliant version for accessibility.

Configuring distribution

Email channel — Import contacts

Prepare a CSV file with at minimum an email and a firstname column. The firstname column enables subject line personalization ("Sophie, your opinion matters"). Maximum file size: 10 MB · 5,000 contacts per send.

Customize the email subject line

The default subject is "[First name], we'd love your feedback". You can customize it. Avoid spam trigger words: FREE, URGENT, %%%, excessive caps. Test two variants using the A/B test feature available in the Advanced template.

Schedule the send

Select Send now or Schedule. When scheduling, Cortex AI automatically suggests the optimal time slot for your industry. You can override the suggestion and manually choose the date and time.

Screenshot — Distribution step of the survey wizard

Survey wizard · Step 3 — Distribution

Review and publish

Preview the survey

The Review step shows a full preview of the survey as your customers will see it — on both mobile and desktop. Test each conditional branch by entering a sample score (e.g. 3 to see the detractor version).

Send a test

Click Send a test to receive the survey at your own email address before deployment. Check the display on mobile — over 60% of NPS surveys are completed on a phone.

Launch the survey

Click Launch survey. A confirmation screen summarizes: number of recipients, channel, scheduled send time. Confirm to proceed. The survey appears immediately in your dashboard with Active status.

Important — Sends cannot be recalled

A survey sent immediately cannot be recalled. For scheduled sends, you can cancel up to 30 minutes before the send time by going to Surveys → select the survey → Cancel send.

Key takeaways

Key points

The Standard NPS template is recommended to start — short, proven, maximum response rate
Conditional questions adapt automatically to the score — customize the phrasing to match your brand tone
Include a firstname column in your CSV to personalize the email subject line
Always test the survey at your own address before deployment
A scheduled send can be cancelled up to 30 minutes before the planned time

Creating your NPS surveys
with Cortex Voice