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UserExplorer

Surveys, NPS and AI interviews

NPS survey software that tells you why people scored you

NPS survey software asks users how likely they are to recommend you and tracks the score over time. UserExplorer adds the reason: every answer links to the visitor's replays and profile, and AI interviews ask follow-up questions in a short chat on your site.

See a sample report
  • NPS, CSAT and custom surveys on page or in product
  • AI interviews that ask a follow-up for every answer
  • Each response linked to replays and the user profile
  • Themes summarised by the AI researcher with quotes
Customer answering a short NPS survey on a phone while browsing a product

How likely are you to recommend Acme to a colleague?

0 1 2 3 4 5 6 7 8 9 10

Shown after the third report export

NPS, last 30 days

+34

Top theme from detractors, CSV export times out on long date ranges. Sample data.

The gap in most NPS tools

A score without context only tells you that something changed

Researcher listening to a user on a short video call

A drop from 42 to 31 in your Net Promoter Score is a signal, not an explanation. Classic NPS software collects the number and an optional comment box that most people skip, so the team is left guessing which release, page or support experience moved the score.

UserExplorer treats every survey answer as one more event in the visitor's story. Open a detractor and you see the pages they used, the errors they hit and the session replay from the visit where they answered. The comment stops being an isolated quote and becomes something you can verify.

Ways to ask

Pick the format that fits the question

Surveys, NPS and interviews share one targeting engine and one results view.

NPS and CSAT

The standard 0 to 10 recommendation question or a satisfaction scale, with the score, trend and promoter, passive and detractor split calculated for you.

Custom surveys

Multiple choice, rating, open text and yes or no questions with branching, shown as a small panel on any page or screen.

AI user interviews

An AI interviewer asks your users a few follow-up questions in a short chat on your site, based on what they just answered, and stops when the goal is covered.

Behaviour triggers

Show a question after a rage click, on exit intent, after the third visit or when someone finishes onboarding, instead of at random.

Linked to profiles

Answers land on the user profile next to source, device, purchases, tickets and churn risk.

AI themes

The AI researcher groups open answers and interview transcripts into themes, counts them and quotes the people behind each one.

AI user interviews

An interview that happens while the visit is still fresh

Scheduling user interviews takes weeks and reaches the few people who reply to recruiting emails. An AI interview reaches the visitor at the moment that matters. Someone gives you a 4, and instead of a blank comment box they get a calm question about what got in the way, then one or two follow-ups that dig into the specific answer.

You set the research goal and the questions you care about, and the interviewer stays inside that scope. Transcripts are summarised into themes and every theme links back to the replays of the people who said it, which pairs well with AI user research on recorded sessions.

AI researcher

Read 1,284 sessions, sample data

You asked

Why do users drop off at signup?

31% abandon signup at step 3 because phone verification fails on mobile.

  • SMS code not delivered on 2 of 3 carriers in the US
  • Users tap Send code 4 times on average, then leave
  • Desktop completes the same step at 88%

Evidence sessions

02:14 Rage x4
01:52 Dead click
03:07 Rage x6

Setup

Your first NPS survey runs on the same snippet as replay

  1. Step 1

    Write the question

    Start from the NPS template or build your own survey, and add an AI interview if you want follow-ups.

  2. Step 2

    Choose who sees it

    Target by page, segment, user property, behaviour or visit count, and set how often one person can be asked.

  3. Step 3

    Publish

    The survey appears through the snippet you already installed. No second script and no extra tag.

  4. Step 4

    Read the reasons

    Watch the score, open any answer to see its replay and ask the AI researcher what detractors have in common.

Compared

How UserExplorer surveys differ from standalone NPS tools

  • NPS and custom surveys

    UserExplorer
    Yes
    Typical NPS tool
    Yes

  • Follow-up questions by AI

    UserExplorer
    Short chat interview on your site
    Typical NPS tool
    Usually a single comment box

  • Answer linked to session replay

    UserExplorer
    Yes, the visit where they answered
    Typical NPS tool
    Rarely

  • Answer linked to behaviour and revenue

    UserExplorer
    Profile with purchases, tickets and churn risk
    Typical NPS tool
    Often needs an integration

  • Behaviour based targeting

    UserExplorer
    Rage clicks, exit intent, events
    Typical NPS tool
    Page and time rules

  • Open answers grouped into themes

    UserExplorer
    AI researcher with quotes and evidence
    Typical NPS tool
    Varies by vendor

General comparison of common survey products, check each vendor for its current features and prices.

FAQ

Questions teams ask before they start

What is NPS survey software?

NPS survey software shows the Net Promoter question to your users, calculates the score from promoters minus detractors and tracks it over time. Better tools also help you understand the reasons behind the score.

What is an AI user interview?

It is a short chat on your site where an AI interviewer asks a user follow-up questions about their answer or experience. It works within the goal and questions you set and summarises the conversation for your team.

Which plans include surveys, NPS and interviews?

Surveys, NPS and AI user interviews are part of Growth, Scale and Enterprise. AI interviews count against the AI analyses included in your plan. See pricing.

Can I see the session of someone who left a low score?

Yes. Every answer is attached to the visitor, so you can open the replay of the visit where they answered and the earlier sessions on their profile.

Will surveys annoy my users?

You control frequency caps, targeting and placement. Most teams ask a small share of visitors and never show the same person more than one survey in a set period.

Can I export survey answers?

Yes. Answers and interview transcripts can be exported, and on Scale and Enterprise they are available through the API.

Do surveys respect privacy settings?

Yes. Surveys follow the same consent mode and masking rules as recording. Read more on privacy and security.

Hear the reason behind every score

Run NPS, surveys and AI interviews on the snippet you already use, and see the replay behind every answer.

See pricing