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NPS in PX: Align triggering with calendar quarters (not user intervals)

  • April 30, 2026
  • 1 reply
  • 20 views
M
  • Mona
  • Contributor ⭐️

Context
We run two NPS engagements split by user groups (1–50 / 51–100), each on a 6-month interval (intended for Q1/Q3 and Q2/Q4).
This setup is meant to avoid interrupting the same user up to 4 times per year while still collecting quarterly insights.

Problem
PX triggers are interval-based (per user), not calendar-based.
→ Users returning after inactivity receive NPS in the “wrong” quarter.
→ Since reporting is quarter-based, these responses are excluded → significant data loss and skewed results.

Impact (example)

  • Q2/Q4 → Q3: ~27% responses misplaced
  • Q1/Q3 → Q4: ~50% misplaced

Current workaround
Manually resetting engagement start dates every quarter. This is operationally heavy and not reliable.

Request / Idea
Add support for calendar-based scheduling, e.g.:

  • Trigger NPS only within defined time windows (e.g., quarter boundaries)
  • Option to align intervals to calendar periods instead of user-based timing
  • Option to suppress or defer responses outside the defined window

Goal
Ensure NPS responses are collected and reported within the intended quarter without manual intervention.

Curious if others face the same issue or have alternative approaches.

Best answer by link_black

Thanks for posting to PX Community ​@Mona !

 

What you describe is definitely outside the scope of what the PX NPS Engagement Schedule supports, but these look like some good improvements to provide that kind of scheduling flexibility for sure. 

I suggest posting just these “Requests / Ideas“ to the Product Ideas Communities section for other customers to review/upvote and for our PX Product Managers to consider enhancing these options in a future PX release.

 

It is interesting to me that you are using User Groups to separate different Audiences for these NPS Survey and also trying to impose specific every other Quarterly restrictions for each NPS survey.  You seem to be getting good customer responses, which is always the most important thing even if they do not align to your “quarterly” expectations.

 

Have you considered simplifying this requirement to focus only on spreading NPS views/responses more equally across all 4 quarters? Since you said, “This setup is meant to avoid interrupting the same user up to 4 times per year while still collecting quarterly insights.”, that would align to that goal for sure.

 

For example:

  • You could consider launching a single always on NPS Survey to all users that are customers (Audience Logic). 
  • In the Qualification Scope Rule, you could use Intervals settings to ensure that any user will only see the NPS Survey a fixed number of times within a 6 month interval (controls survey “fatigue”).
  • In the Qualification Scope Engagement sampling, you could use the main Engagement Sampling between 25%-50% to limit which tracked user sessions qualify to actually see the NPS Survey.  I previously posted some detailed information about Engagement Sampling and you may have already read my post.

See below example:

Audience 

 

As a result of this Qualification Scope configuration, you should expect your NPS views/responses to be spread out more evenly throughout the year and be able to do some quarterly analysis too.  But, most importantly, your tracked users … when they actually log in to your application(s) .. will not be interrupted too often as you would control that experience 100%.

 

Anyways, food for thought I guess.

 

Happy PX-ing!!!

Mona

1 reply

link_black
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  • link_black
  • Gainsight Employee ⭐️⭐️
  • Answer
  • April 30, 2026

Thanks for posting to PX Community ​@Mona !

 

What you describe is definitely outside the scope of what the PX NPS Engagement Schedule supports, but these look like some good improvements to provide that kind of scheduling flexibility for sure. 

I suggest posting just these “Requests / Ideas“ to the Product Ideas Communities section for other customers to review/upvote and for our PX Product Managers to consider enhancing these options in a future PX release.

 

It is interesting to me that you are using User Groups to separate different Audiences for these NPS Survey and also trying to impose specific every other Quarterly restrictions for each NPS survey.  You seem to be getting good customer responses, which is always the most important thing even if they do not align to your “quarterly” expectations.

 

Have you considered simplifying this requirement to focus only on spreading NPS views/responses more equally across all 4 quarters? Since you said, “This setup is meant to avoid interrupting the same user up to 4 times per year while still collecting quarterly insights.”, that would align to that goal for sure.

 

For example:

  • You could consider launching a single always on NPS Survey to all users that are customers (Audience Logic). 
  • In the Qualification Scope Rule, you could use Intervals settings to ensure that any user will only see the NPS Survey a fixed number of times within a 6 month interval (controls survey “fatigue”).
  • In the Qualification Scope Engagement sampling, you could use the main Engagement Sampling between 25%-50% to limit which tracked user sessions qualify to actually see the NPS Survey.  I previously posted some detailed information about Engagement Sampling and you may have already read my post.

See below example:

Audience 

 

As a result of this Qualification Scope configuration, you should expect your NPS views/responses to be spread out more evenly throughout the year and be able to do some quarterly analysis too.  But, most importantly, your tracked users … when they actually log in to your application(s) .. will not be interrupted too often as you would control that experience 100%.

 

Anyways, food for thought I guess.

 

Happy PX-ing!!!

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