Transactional NPS (tNPS): Definition, Examples, and How to Track It

Customer feedback is most valuable when it’s collected at the right moment. Transactional Net Promoter Score (tNPS) helps teams capture feedback immediately after a specific customer interaction, when the experience is still fresh, and emotions are real.

In this guide, we’ll cover:

• What transactional NPS (tNPS) is
• Why it’s important
• Who should use it
• How to track tNPS effectively
• How to collect and analyze transactional NPS using Opin

What is Transactional NPS (tNPS)?

Transactional NPS (tNPS) is a Net Promoter Score survey triggered right after a specific transaction or interaction.

Instead of asking a broad question like:

“How likely are you to recommend our company?”

tNPS asks customers to rate their likelihood to recommend based on a single, recent experience.

Examples include:

• Completing a checkout
• Finishing onboarding
• Resolving a support ticket
• Booking a service
• Completing a payment or delivery

Because the feedback is collected immediately, transactional NPS provides more accurate, actionable insights than periodic surveys.

Why Is Transactional NPS Important?

1. Captures Feedback at the Right Time

Transactional NPS surveys are triggered immediately after an interaction, when customers remember exactly what worked, or what didn’t.

2. Identifies Broken Experiences Faster

Instead of guessing why customers are unhappy, tNPS pinpoints which interaction caused dissatisfaction.

3. Higher Response Rates

In-product, event-based surveys feel relevant and lightweight, resulting in significantly higher response rates than email-only surveys.

4. Turns Feedback into Action

Because tNPS is tied to specific events, teams can act on feedback quickly, fixing issues before they impact retention or revenue.

Who Should Use Transactional NPS?

Transactional NPS is ideal for businesses where customer experience is shaped by repeated interactions, not just brand perception.

1. SaaS & Digital Products

Use tNPS after:

• Onboarding completion
• Feature usage milestones
• Subscription upgrades or cancellations
• Support ticket resolution

Why:
Understand which product experiences drive adoption, and which cause churn.

2. eCommerce Companies

Use tNPS after:

• Checkout completion
• Delivery confirmation
• Returns or refunds

Why:
Identify friction in payments, shipping, pricing, or post-purchase experience.

3. Marketplaces & Platforms

Use tNPS after:

• Bookings
• Transactions between buyers and sellers
• Service fulfillment

Why:
Measure experience on both sides of the marketplace and detect operational issues early.

4. Hospitality & Travel (Hotels, Travel Apps, Airlines)

Use tNPS after:

• Check-in or check-out
• Stay or trip completion
• Service requests

Why:
Capture experience-based feedback while it’s still fresh.

5. Fintech & Payments

Use tNPS after:

• Successful or failed transactions
• KYC completion
• Withdrawals or deposits

Why:
Transaction-level feedback is critical where trust and reliability matter.

How to Track Transactional NPS Effectively

To get real value from tNPS, you need more than just surveys.

1. Event-Based Triggers

Transactional NPS should be triggered automatically based on real product events, not manually scheduled campaigns.

2. In-Product Delivery

Collect feedback inside your product or immediately after the transaction to maximize relevance and response rates.

3. Contextual Data

Knowing what the user rated isn’t enough; you need to know what actually happened during the interaction.

4. Scalable Analysis

Open-ended feedback must be analyzed quickly, without requiring teams to read every response manually.

This is where many tools fall short, and where Opin stands out.

How Opin Tracks Transactional NPS

Opin is built to make transactional feedback contextual, real-time, and actionable.

Trigger tNPS Using Opin’s Web SDK

With Opin’s Web SDK, you can trigger transactional NPS surveys immediately after any event in your product, such as:

• Checkout completion
• Payment failure
• Onboarding completion
• Feature usage
• Support ticket resolution

You control:

• When the survey appears
• Who sees it
• Whether it’s one-time or recurring

Because the survey appears inside your product, response rates are consistently higher.

Analyze Transactional Feedback with AI Insights

Collecting feedback is only half the job.

Opin’s AI automatically:

• Reviews all transactional NPS comments
• Group feedback into themes (UX, pricing, bugs, performance, support)
• Identifies recurring issues and trends
• Generates clear summaries and insights

Instead of manually reading hundreds of responses, teams get instant clarity on what needs attention.

Why Use Opin for Transactional NPS?

Opin is designed for teams that want real-time feedback without complexity.

What makes Opin different:

• Event-based tNPS via Web SDK
• In-product surveys for higher response rates
• AI-powered feedback analysis
• Built for SaaS, eCommerce and digital products

Instead of collecting feedback and figuring it out later, Opin helps you understand customers instantly

Final Thoughts

Transactional NPS (tNPS) helps you understand how customers experience your product moment by moment.

When combined with:

• Event-based triggers
• In-product surveys
• AI-powered analysis

tNPS becomes more than a score; it becomes a growth lever.

If you want to track transactional NPS right after the transaction, with real context and clear insights, Opin makes it simple.