How to route visitors based on NPS scores

Short answer

This use case is for teams that want to automatically route visitors to different destinations based on their Net Promoter Score (NPS) responses.

In Linkbreakers, you can combine a form workflow step with a visitor data condition to:

• collect NPS scores (0-10)
• segment visitors into Promoters (9-10), Passives (7-8), and Detractors (0-6)
• route each segment to purpose-built destinations

This helps close the feedback loop automatically while maximizing the value of positive responses and addressing negative ones.

Why this use case matters

Traditional NPS surveys collect scores but rarely act on them in real-time.

When someone gives you a 10/10 rating, that's the perfect moment to request a Google review or testimonial. When someone gives you a 3/10, you need to capture detailed feedback before they leave frustrated.

By routing visitors immediately based on their score, you turn static surveys into active conversion tools.

What Linkbreakers adds to this use case

Linkbreakers gives you conditional routing that activates the moment a form is submitted.

That means you can:

• capture the NPS score through a form
• evaluate the score using a visitor data condition
• send Promoters to review platforms (Google, Trustpilot, etc.)
• send Passives to a thank you page or feature request form
• send Detractors to a detailed feedback form or support escalation
• track which segments convert at each destination

For the broader workflow system, see how to build customer journeys with forms.

The workflow pattern

The NPS routing workflow follows a simple and effective pattern:

1. A visitor scans a QR code or opens a Linkbreakers link
2. A form collects their NPS score (0-10 rating)
3. A visitor data condition evaluates the nps_score attribute
4. The workflow branches into Promoters, Passives, or Detractors
5. Each segment is redirected to a purpose-built destination

Example routing setup:

• nps_score >= 9: Route to Google Reviews request page
• nps_score >= 7: Route to thank you page
• nps_score < 7: Route to detailed feedback form
• Fallback: Route to general thank you page (for edge cases)

This setup maximizes positive sentiment while capturing actionable feedback from detractors.

When this use case is the right fit

Post-purchase feedback loops

Use this when you want to capture customer satisfaction immediately after a transaction and act on it in real-time.

Service industry feedback

Use this for restaurants, hotels, salons, medical practices, or any service business where customer experience drives reviews and repeat business.

Event satisfaction tracking

Use this at conferences, workshops, or events where you want to route happy attendees to review platforms while collecting improvement suggestions from others.

Product feedback collection

Use this for physical products with QR codes on packaging where you want to understand satisfaction and guide happy customers to leave reviews.

Support ticket follow-up

Use this after support interactions where you want to escalate detractors to a supervisor while requesting reviews from satisfied customers.

Typical routing setups

Promoter to review platform

The most common pattern for maximizing positive reviews:

• 9-10: Route to Google Reviews, Trustpilot, or App Store review page
• 7-8: Route to thank you page with optional feature request form
• 0-6: Route to detailed feedback form with support escalation
• Result: Positive sentiment becomes public reviews; negative feedback is captured privately

Multi-stage feedback collection

A more sophisticated approach that collects detailed context:

• 9-10: Request Google review, then ask what they loved most
• 7-8: Ask what would make their experience a 10
• 0-6: Collect detailed feedback, then route to support team contact
• Result: Deeper insights from every segment

Incentivized feedback routing

Combine NPS with incentives based on segment:

• 9-10: Route to review platform with discount code for next purchase
• 7-8: Route to feature request form with early access offer
• 0-6: Route to priority support form with service recovery offer
• Result: Higher completion rates across all segments

What data you can collect

Beyond the NPS score itself, teams commonly track:

• response timestamp
• visitor segment (Promoter, Passive, Detractor)
• destination reached
• conversion at each destination (review submitted, feedback provided, etc.)
• visitor device and location context
• campaign source (which QR code or link generated the response)

For the full field list, see what data you can collect from QR code scans.

Example workflow structure

Here's how the workflow connects:

Step 1: Link Visit → Visitor scans QR code or opens link

Step 2: NPS Form → Collect 0-10 rating with optional comment field

Step 3: Visitor Data Condition → Evaluate nps_score attribute

Branch A (9-10): → Google Reviews request page

Branch B (7-8): → Thank you page

Branch C (0-6): → Detailed feedback form

Branch D (Fallback): → General thank you page

Practical benefits

Traditional NPS survey	Linkbreakers NPS routing
Collect scores in one tool, export data, manually follow up	Automatic routing based on score
Same destination for everyone	Purpose-built destinations by segment
No real-time action on positive feedback	Promoters immediately directed to review platforms
Detractor feedback often ignored	Detractors routed to support or detailed feedback
Generic thank you page	Segment-appropriate next steps

Best practices for this use case

Keep the initial form simple: Ask for the NPS score first, then route to detailed forms only for specific segments. Don't ask Promoters to fill out long surveys when you want them to leave a review.

Make review requests easy: Send Promoters directly to the review platform URL (Google Maps link, Trustpilot page, etc.) with clear instructions.

Capture detractor feedback privately: Route low scores to internal forms or support channels, not public review platforms where they might post negative reviews.

Set clear expectations: Let visitors know their feedback matters and explain what happens next based on their score.

Test the full workflow: Submit test responses at different score levels to verify routing works correctly before deploying widely.

Monitor segment distribution: Track what percentage of visitors fall into each segment and adjust your operations based on trends.

Act on detractor feedback quickly: Route Detractor responses to support teams or set up webhooks for immediate notifications.

A/B test destinations: Try different review platforms or feedback forms to see which converts best for each segment.

Advanced patterns

Multi-language NPS routing

Combine country conditions with NPS routing:

1. Route by country first (US, UK, FR, DE, etc.)
2. Show language-appropriate NPS form
3. Route by score within each language
4. Result: Localized feedback collection with segment-based routing

Progressive feedback collection

Collect context from each segment differently:

• Promoters: "What did you love most?" → Google Reviews
• Passives: "What would make this a 10?" → Feature requests
• Detractors: "What went wrong?" → Support escalation
• Result: Actionable insights from every response

NPS tracking over time

For returning visitors tracked by email or ID:

1. Collect NPS score
2. Compare to previous scores in analytics
3. Route based on trend (improving, declining, stable)
4. Result: Identify satisfaction changes and respond proactively

Service recovery workflow

Automatically escalate detractors:

1. Detect score < 7
2. Route to detailed feedback form
3. Trigger webhook to support team
4. Provide immediate response with compensation or solution
5. Result: Turn detractors into recovered customers

Real-world examples

Restaurant feedback: Diners scan QR codes on receipts. Promoters (9-10) are invited to Google Reviews. Detractors (0-6) speak directly to the manager via a private form.

Dental practice satisfaction: Post-appointment NPS collected via text message link. High scores route to Google Reviews request. Low scores trigger same-day follow-up call from practice manager.

SaaS onboarding feedback: After trial period, users rate their experience. Promoters get referred to review sites and affiliate programs. Passives are asked what features would improve their experience. Detractors are connected with customer success team.

Event post-survey: Conference attendees scan QR codes to rate sessions. High ratings route to "Share on LinkedIn" page. Low ratings route to detailed improvement survey with early-bird discount for next year.

Why teams use Linkbreakers for this

The main advantage is that NPS collection and routing happen in one unified workflow.

You don't need separate survey tools, CRM integrations, or manual segmentation processes. The score is collected, evaluated, and acted upon automatically.

That makes this a practical use case for:

• service businesses maximizing review generation
• product teams collecting targeted feedback
• support teams identifying escalation priorities
• marketing teams turning satisfaction into advocacy

Frequently asked questions

Can I change the score thresholds after deploying?

Yes. Linkbreakers workflows are dynamic, so you can adjust the score ranges in your visitor data condition without changing the QR code or link.

What if someone doesn't enter a score?

Set a fallback destination in your visitor data condition for cases where the nps_score attribute is empty or invalid. This ensures everyone has a valid experience.

Can I ask follow-up questions before routing?

Yes. You can add additional form fields before or after the NPS score question, or route to different forms based on the score.

How do I track review conversion rates?

Use Linkbreakers analytics to see how many Promoters reached the review request page. For complete tracking, combine with conversion tracking via the Linkbreakers ID (lbid).

Can this work for other rating scales?

Yes. The same pattern works for any numeric rating. Just adjust the visitor data condition operators and thresholds to match your scale.

What happens to Passive scores (7-8)?

Most teams send Passives to a thank you page or lightweight feedback form. The goal is to understand what would move them to 9-10 without overwhelming them.

Can I route based on multiple attributes, not just NPS?

Yes. You can chain multiple visitor data conditions or combine NPS routing with other conditions like country, device type, or custom attributes.

How do I prevent duplicate responses?

Use the scan/rescan condition to detect returning visitors and route them differently based on whether they've already submitted feedback.

Conclusion

NPS-based routing transforms static satisfaction surveys into active conversion tools. By automatically directing Promoters to review platforms, collecting detailed feedback from Detractors, and understanding Passives' needs, you close the feedback loop in real-time while maximizing the value of every response.

Ready to build NPS routing workflows? Start by creating a form with an NPS question, then add a visitor data condition to route based on the score.