How to Run Recurring NPS Campaigns Across Your Whole Client Base
Ticket CSAT tells you how a job went. NPS tells you how the relationship is going. Here's how to run recurring NPS campaigns across your whole base - and why you want both.
How to Run Recurring NPS Campaigns Across Your Whole Client Base
Per-ticket CSAT and Net Promoter Score answer two genuinely different questions, and a healthy MSP wants both. CSAT asks "how did that specific job go?" - it's transactional, tied to a single interaction. NPS asks something broader: "how do you feel about us overall, enough to recommend us to someone else?" That's relational, and it captures things no individual ticket ever will.
The gap between them matters more than it sounds. You can post excellent CSAT - every ticket handled promptly and rated well - while your NPS quietly slips, because the relationship is cooling for reasons that don't show up ticket by ticket. The clients who churn are often precisely the ones who rated every interaction "fine" and never actually felt looked after. Ticket CSAT would never have warned you; a regular NPS pulse would. Here's how to run one in Canopy.
How it works
Canopy lets you schedule recurring NPS campaigns to your entire contact base on a set cadence - every three or six months - using a configurable 1-10 rating scale. Because it's scheduled and recurring, you get a trend rather than a one-off snapshot, which is the only way NPS is genuinely useful: the direction of travel tells you far more than any single score.
Setting it up, step by step
1. Set the cadence. Choose how often the campaign runs - every three or six months is typical. Quarterly gives you a tighter pulse; six-monthly is lighter on your clients' inboxes. The important thing is that it's regular, so you can watch the number move over time.
2. Choose the scale and wording. Confirm the 1-10 rating scale and set the question and surrounding copy so it sounds like you. The classic NPS question - "how likely are you to recommend us?" - works well; keep it short so it gets answered.
3. Confirm who's included. An NPS campaign goes to your whole contact base rather than being tied to a ticket, so review who's in scope. This is your chance to make sure you're hearing from decision-makers across every account, not just the people who happen to log tickets.
4. Schedule it and let it recur. Once it's set, the campaign sends itself on your chosen cadence. Each round adds another data point, so over a few cycles you build a real picture of whether loyalty across your base is rising or falling.
Reading and acting on the results
NPS sorts respondents into promoters, passives and detractors, and each group is a different job. Promoters are your advocates - the moment to ask for a referral, a review or a case study, while the goodwill is fresh. Passives are satisfied but unmoved, and worth a nudge to understand what would turn them into fans. Detractors are the ones to act on fastest: a personal follow-up to a detractor is a churn-prevention conversation, and catching it in a scheduled campaign means you reach them long before renewal.
The full picture
Run this alongside your per-ticket CSAT and you cover both timescales of customer happiness - the immediate quality of each interaction, and the long-run health of each relationship. One catches a bad ticket today; the other catches a cooling account this quarter. Autotask records the work; Canopy captures how customers feel about it at both levels, so a client drifting away shows up as a falling NPS score you can act on, rather than a renewal that quietly doesn't happen.
Stop guessing. See it in Canopy.
Canopy turns your Autotask data into the answers this article is about — technician scorecards, backlog, CSAT, pipeline and MRR, in one place.
Set up NPS campaigns