How does the loyalty score work?

Send a loyalty survey from Broadcasts (Start from a loyalty survey) or add {{feedbackLink}} to any workflow email. People pick 0 to 10 and can add a comment. Atlis saves the answer on their profile, shows your loyalty score in Insights, keeps Loyal and Unhappy segments, flags scores of 6 or less under Needs attention and alerts you. It's the standard NPS method with plain names.

How do i send a loyalty survey?

In Broadcasts, click Start from a loyalty survey for a ready-written email, pick an audience and send. Or put {{feedbackLink}} in any workflow email or broadcast: each person gets their own link, so their answer is saved to their profile. In test emails the link opens a preview that doesn't save answers.

How is the loyalty score calculated?

Loyal users score 9-10, Neutral 7-8 and Unhappy 0-6. Your loyalty score is the share of loyal users minus the share of unhappy users, from -100 to +100, using each person's latest answer in the last 90 days. It's the NPS formula. Insights compares it with the 90 days before once that period has 5 or more answers.

What happens when someone gives a low score?

A score of 6 or less shows as Unhappy on Users, puts the person under Needs attention for 30 days and on Recovery's Churn risk list for 14 days, and lowers their health score. The workspace owner gets an email (up to 10 an hour) and, on Starter, Growth, Scale and trials with Slack connected, a Slack message.

Follow up on scores automatically?

After the first answer of each kind, Workflows suggests Score: Loyal, Score: Neutral and Score: Unhappy with ready-written emails. Their events are score_loyal, score_neutral and score_unhappy. A workflow sends at most once per person per day. They start as drafts until you switch them on.

Where do i see the loyalty score?

Insights (Growth, Scale and trial) shows your loyalty score, its change, the three groups and the latest comments. Segments has Loyal and Unhappy. Each user's profile shows their score and comment under Details, testimonials show the score they came with, and Export CSV on Users has a Loyalty score column.

Engage & grow

Loyalty score

Ask how likely people are to recommend you, see your loyalty score, and follow up with unhappy users automatically.

On this page

How the score is counted
Where you see it
Loyalty workflows
The public form link

The loyalty survey asks one question: how likely are you to recommend us to a friend or colleague, from 0 to 10. Atlis saves each answer on the person's profile, works out your loyalty score, flags unhappy users and can follow up automatically. It's the standard Net Promoter Score (NPS) method, with plain names.

1
Send the survey
In Broadcasts, click Start from a loyalty survey for a ready-written email, or add {{feedbackLink}} to any workflow email or broadcast. Each person gets their own link, so their answer goes on their profile. Testimonial Request emails open the same survey.
2
They answer in one click
They pick a score from 0 to 10 and can add a comment (for example, "What would make it a 10?"). Loyal users (9 or 10) are then asked if they'd write a short testimonial with a star rating.
3
Atlis flags unhappy users
A score of 6 or less shows as Unhappy on the Users page, puts the person under Needs attention for 30 days and on the Churn risk list in Recovery for 14 days, and lowers their health score. The workspace owner gets an email (up to 10 an hour) and, on Starter, Growth, Scale and trials with Slack connected, a Slack message.
4
Follow up automatically
After the first answer of each kind, Workflows suggests Score: Loyal (9-10), Score: Neutral (7-8) and Score: Unhappy (0-6), each with a ready-written email and follow-up. They start as drafts until you switch them on.

How the score is counted

Group	Score	What it means
Loyal	9-10	Likely to recommend you, the best people to ask for a review or referral
Neutral	7-8	Satisfied but not enthusiastic
Unhappy	0-6	Unhappy with something, and the most likely to leave

Your loyalty score is the share of loyal users minus the share of unhappy users, from -100 to +100. Atlis uses each person's latest answer from the last 90 days, and compares it with the 90 days before once that period has at least 5 answers. A new answer replaces the person's previous one.

Where you see it

Insights (Growth, Scale and trial): your loyalty score, the change, loyal, neutral and unhappy users, and the latest comments. Your next best moves flag new unhappy users, a drop of 10 points or more, and loyal users to ask for a review.
Segments: Loyal (9-10) and Unhappy (0-6), ready to use as a broadcast audience. People who only gave a star rating before the loyalty survey count as Loyal at 4-5 stars and Unhappy at 1-2.
A user's profile: their loyalty score, group, comment and when they answered, under Details.
Testimonials: each testimonial shows the score it came with, for example Score 9 · Loyal.
Export CSV on Users includes a Loyalty score column.

Loyalty workflows

Each answer fires the event score_loyal, score_neutral or score_unhappy, like a custom trigger. A workflow for it sends at most once per person per day, and the same answer sent twice within 10 minutes is ignored. People who unsubscribed or whose automations are paused can still answer but get no workflow emails. In test emails, {{feedbackLink}} opens a preview of the survey that doesn't save answers.

The public form link

The Public form URL on the Testimonials page opens the same survey for anyone, without a personal link. Loyal people are asked for a testimonial; everyone else can tell you what to improve. Those answers arrive in Testimonials → Pending review with their score, because Atlis can't tell which user sent them, so they don't change anyone's loyalty score.

Insights and Segments update once a day, like the rest of their numbers. The profile, the Users list signal and the alerts update as soon as someone answers.

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