Introducing Chirpy

The easy NPS solution for Shopify

Gather feedback from your customers while they shop and after their order is delivered in your Shopify store.

Sign up for beta access

Get setup in minutes

Quickly add chirpy to your Shopify store and trigger surveys during your customers shopping experience and after your order is delivered.

We handle throttling, configuration, reporting and more.

How does it work?

Chirpy easily connects to your Shopify store and is up and running in minutes.

1. Install our Shopify app

A few lines clicks and simple configuration process, gets you up and running quickly.

2. Configure your Survey

Configure your question, branding and colors to match your current store.

3. Get NPS feedback

Use our application to review your scores, break down your feedback and improve your experience.

Chirpy.ai - The dashboard gives you a quick glance at your score and recent feedback


Chirpy.ai - The dashboard gives you a quick glance at your score and recent feedback
Chirpy.ai - The dashboard gives you a quick glance at your score and recent feedback

What is NPS? Why use it?

Net Promoter Score (NPS) is a simple and proven methodology for understanding customer happiness through first-hand feedback. It gives you the metrics to better effectively measure customer satisfaction, so that you can work on ways to increase it.

1. It starts with a question...

NPS is comprised of a two question survey. The first question is answered on a scale from 1–10, and asks how likely the customer is to recommend the company to a friend or colleague.

Chirpy.ai - A simple web based survey
Chirpy.ai - A simple web based survey

2. ...and ends in unbiased feedback

The second question allows the customer to elaborate on their rating, free from any bias. Making the improvements based on this feedback can help increase customer loyalty and profitable growth.

How does NPS work?

Customers are segmented into three groups according to their response to the NPS rating question. These responses appear instantly to Chirpy.ai and via integrated channels.

Score of 6 or lower

Detractors are unhappy customers who can impede growth through negative word-of-mouth.

I was disappointed to find that your packaging isn’t recyclable. I can’t recommend a service that doesn’t respect the environment!
Score of 7 or 8

Passives are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

You have some REALLY cool hidden gems, but I have a hard time finding them. I know they’re there but I don’t have the patience to go searching.
Score of 9 or 10

Promoters are loyal enthusiasts who will keep buying and refer others, fueling growth.

I’m so glad I found you guys. I’ve been searching for the perfect gift for my mother and this is absolutely PERFECT! It’s like you read my mind!

Tap into the feedback you’ve been missing

Regardless of your size or industry, NPS is a great way to understand your customers. Everyone has a story, and the vast majority of stories go untold. NPS surfaces feedback from people who you might not have otherwise heard from.

Chirpy.ai works everywhere!

Optimized for desktop, tablet, and mobile, Chirpy.ai works flawlessly everywhere.

Chirpy.ai - The Chirpy application and Survey solution support a wide range of devices and screen sizes
Control your survey rate

Configure how and when users are surveyed to prevent over-surveying.

Multi-lingual support

Works globally with support for 20 languages and more coming soon.

Use our API

Utilize the REST API totake full control of the power of Chirpy.ai.

Make sense of responses

Chirpy.ai allows unlimited custom parameters the allow you to break down feedback in a way that makes sense to you. Parameters are automatically added as filters to results and can be used to segment your responses. Subscribe or integrate based on specific criteria and be alerted with new feedback arrives

Chirpy.ai - Details about each response in an easy to use format

Frequently Asked Questions

Don't see your question? Contact Us and we will be happy to help.

What does NPS stand for?

An NPS®, or Net Promoter® Score, survey measures customer loyalty by asking a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? Customers can score from 0 (not at all likely) to 10 (extremely likely).

Customers who respond between 9 and 10 are considered Promoters. These loyal customers are your brand advocates.

Scores 7 - 8 reveal Passive customers. They are satisfied with the product or service at this moment but can switch to the competitor at any time.

Respondents with a score of 0 to 6 relate to Detractors. They are highly unsatisfied and can screw up company reputation through negative word-of-mouth.

NPS also indicates growth potential and customer loyalty for a company or product.

How is NPS calculated?

NPS is calculated as the difference between the percentage of Promoters ( respondents giving 9 - 10 scores) and Detractors (respondents giving 0 - 6 scores). The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.

For instance, if you have 25% Promoters, 55% Passives and 20% Detractors, the NPS will be +5. A positive NPS (>0) is generally considered as good.

NOTE! NPS is not a percentage, don’t place a percent sign (%) behind it.

What’s the average NPS?

According to Reichheld the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. Average Net Promoter Score for eCommerce is about +45, according to Retently. NPS values vary considerably from sector to sector and from culture to culture.

Why is NPS important?

NPS indicates how healthy your relationship with customers are. When your company’s NPS is high or, at least, higher than the industry average you are on the right way, your customers are loyal and can promote your brand as evangelists. If you notice a decrease of NPS, it’s time to take action, find the reason and fix it immediately.

How to get started using Chirpy?

Install our Shopify app (simple 30 section setup)

  • Login to your Shopify store
  • Go to Apps
  • Visit the Shopify App Store
  • Search for Chirpy
  • Install our app
  • Automatically redirected to Shopify admin section/ Apps / Chirpy
  • Automatically logged in Chirpy

Configure your Survey

  • Shopify Store URL will be placed automatically
  • Setup style options
  • Create the question (ex. How likely are you to recommend BRAND/PRODUCT NAME?)
  • Save changes

Gather NPS feedbacks

When will the NPS question appear?

Depending on customer’s behavior the system will choose the most appropriate time to ask.

On the success page, when the order completed.

In the order confirmation mail.

Can I ask why the customer has scored my BRAND/PRODUCT with such rate?

Yes, the customer will get the open question, after submitting the answer for the NPS question. The second question allows the customer to elaborate on their rating, free from any bias. It’s optional, so it won’t bother your customers if they don’t want to explain.

Customer can explain his score in the area beneath the question in the pop-up

Or in the email

Can I set up a survey frequency for a customer?

Don’t bother your customers with annoying surveys. Settings - Survey Settings - Throttling - Time period

How can I set up the second question, asking for an explanation of the score?

Currently Chirpy can ask only one question. But stay tuned, this feature will be implemented soon.

Is Chirpy optimized for desktop, tablet, and mobile?

Yes, Chirpy.ai works flawlessly everywhere, on any desktop, tablet or mobile screen.

Available integrations

Currently, Chirpy is integrated with Shopify.

Can the product name in the NPS question change automatically depending on the page where Chirpy pop-up appears?

No

Can I ask multiple questions? For instance, one to rate the product and another to score the service level?

No, just one NPS question

Can I remove the "Powered By Chirpy.ai" link?

No

Can I change fonts?

No

Can I apply custom colors?

Yes, you can apply custom color

Can I change button appearance?

Yes, you can change button style, choosing an appropriate option in Button Styling section.

What is the Audience? How do they differ and how can I manage them?

Typical NPS question is “How likely are to your recommend (brand / product name) to a friend or colleague (audience)?” So, in this case, the audience is a person or group of people for whom customer/client can recommend your brand or product.

Can I add a custom audience to the NPS question?

Yes, you can create custom audience in Settings - General - Customize appearance - Style Options - Audience - Custom - add Custom audience name - Save changes

Can I create my own question for a survey?

Yes, you can ask a custom question. Also, Chirpy allows using shortcodes: for brand/company name [brand] and [audience] for audience.

Can I make NPS survey for my employees via Chirpy?

Yes, you can make NPS survey for my employees as well as for customers.

Can I embed Chirpy survey question into an email?

Yes, you can copy the code that contains all your settings and past them in your notification email template.

  • Settings - Account - User Email Notification - Copy
  • Then go to your Shopify account:
  • Settings - Notifications - Choose an appropriate template (ex. Order confirmation) - paste the code before
  • NOTE! Copy and embed code after saving all style and content changes.

How does the survey display on mobile devices?

What reports are available?

On the Dashboard, we see calculated Net Promoter Score, number of Promoters, Passives, Detractors. NPS Trends Over Time (daily, weekly, monthly)

Analyze responses for the selected period: this week, last week, this month, last month, this quarter, last quarter or a custom range.

Filter responses: All feedback, Promoters, Passives, Detractors

Filter comments: All, With feedback, Without feedback

Search feedback by words of phrases.

Can I receive reports on my email?

Yes, Chirpy sends reports with feedbacks and current NPS via email. Digests highlight a selection of feedback from the past day, week, or month, as well as your current Net Promoter Score. Daily digests are sent each morning. Weekly digests are sent Monday mornings. Monthly digests are sent on the first of the month.

How frequently can I receive Chirpy’s reports on my email?

You can receive digest on a daily, weekly or monthly base. You also can disallow this feature selecting Never option.

How to set up email reports frequency?

Settings - Account - Email summary - How often should we send your digest? - choose the frequency - Save

How to disable email reporting?

Settings - Account - Email summary - How often should we send your digest? - choose “Never” - Save