How to automate NPS surveys after appointments.

Start with a reliable completion event

Use the booking or operational system that knows an appointment actually happened. Send a stable external appointment ID, customer contact details, and the completion time so the feedback request can be connected to the right interaction.

Avoid triggering on a booking being created. Cancellations, no-shows, and reschedules can otherwise produce feedback requests for an experience that did not take place.

Keep the question focused

A post-appointment NPS request should make the next action obvious: choose a score, then optionally explain it. Asking a long list of questions turns a simple feedback moment into a survey task.

Reply Kindly uses one 0–10 recommendation question and a response-appropriate follow-up prompt, so a low score can identify what went wrong and a high score can capture what worked.

Decide what happens after a response

Collecting a score is not the end of the workflow. Decide who reviews recent comments, when a detractor needs follow-up, and where structured feedback belongs in your existing systems.

For platform teams, use webhooks or the API to bring the response back into the customer profile, support workflow, or account record that the team already uses.

• ✓Review low scores and comments on a regular, assigned cadence.
• ✓Keep an external appointment ID with the feedback record.
• ✓Use test credentials before enabling live customer email delivery.
• ✓Make the response path clear to the person responsible for the customer relationship.