Customer Support

How to run nps and csat surveys as Educators, Coaches, and Course Creators

Customer SupportFor Educators, Coaches, and Course Creators2 apps12 steps~24 min to set up

You teach a cohort of 80 students, send a post-module survey via a Google Form, and then spend a Sunday afternoon copying responses into a spreadsheet to figure out which lessons are landing. Half your students never fill it out. The ones who do complain about things you fixed two cohorts ago. You have no way to track NPS over time across Stripe customers versus free-trial students, no way to auto-follow-up with the detractors, and no way to connect a low satisfaction score to the specific lesson or Calendly coaching call where things went sideways. By the time you act on the data, the cohort is over.

Build this on Starch → See the apps used

Customer SupportFor Educators, Coaches, and Course Creators2 apps12 steps~24 min to set up

Outcome

What you'll set up

A post-module and post-cohort NPS/CSAT survey workflow that triggers automatically from Stripe payment events and Calendly booking completions — so responses come in without you chasing anyone

A live dashboard tracking response rates, NPS score by cohort, and low-score alerts that surface detractors within 24 hours so you can follow up before they churn or leave a bad review

An automated follow-up sequence that routes promoters toward a referral ask, passives toward a check-in call, and detractors toward a personal reply from you — drafted by AI and sent through Gmail

The Starch recipe

Apps, data, and prompts

The combination of Starch apps, the data sources they pull from, and the prompts you use to drive them.

Apps used

CRM

Data sources & config

Starch syncs your Stripe customer and subscription data on a schedule to identify which students are in which cohort and payment tier. Starch syncs your Gmail on a schedule to send surveys, log replies, and thread response history into student records. Starch syncs your Calendly booking data on a schedule to trigger post-session CSAT sends. Starch syncs your Notion databases on a schedule to pull module completion status per student. Starch connects to Google Sheets from its integration catalog, querying it live if you want to export a raw response dump. Survey forms hosted on Typeform or any web-based form tool can be automated through your browser — no API needed — to capture submissions and push them back into Starch.

Prompts to copy

Build me an NPS tracking app that pulls my Stripe customer list on a scheduled sync, sends a post-purchase survey at 7 days and 30 days via Gmail, logs each response with their name, score, and cohort name, and shows me a dashboard breaking NPS by cohort and by module completion status from my Notion database.

Build me a CSAT follow-up automation: after each Calendly coaching session ends, wait 2 hours, then send a 3-question satisfaction survey via Gmail. If the score is below 7, draft a personal apology and check-in email for me to review and send. If the score is 9 or 10, draft a referral request email asking them to share the course with a colleague.

Show me all students who gave an NPS below 7 in the last 30 days, which module they were on when they responded, and whether I've replied to their last email thread.

Run these in Starch → or paste them into your favorite agent

Walkthrough

Step-by-step

1 Connect Stripe in Starch so your student roster syncs on a schedule — every new payment or subscription activates a student record tagged with their cohort, plan tier, and join date.

2 Connect Gmail so Starch can send surveys from your actual address and log replies back to each student's record. Students see an email from you, not a survey platform with a different domain.

3 Connect Calendly so every completed coaching session triggers the post-call CSAT send automatically — no manual step required on your end.

4 Connect Notion so Starch can pull each student's module completion status and attach it to their survey response — now you can see whether low scores cluster around a specific lesson, not just a vague 'the course'.

5 Tell Starch: 'Send a 7-day NPS email to every new Stripe customer asking one question: how likely are you to recommend this course to a colleague? Capture the score and any open comment.' Starch builds the automation and the Gmail template.

6 Set up a second trigger: 'Send a 3-question CSAT survey 2 hours after each Calendly coaching session completes.' This runs without you touching anything between cohorts.

7 Starch logs every response — score, open text, timestamp, cohort tag, module status — into your student CRM so you have a single place to see each person's history instead of digging through a Google Form export.

8 Tell Starch to build a dashboard: 'Show me NPS by cohort, average CSAT by coaching call type, response rate this week, and a list of all detractors (score under 7) with their last email thread.' You get this as a live view, not a one-time report.

9 Set up the follow-up routing automation: promoters (9-10) get a referral ask draft in your Gmail outbox for one-click send; passives (7-8) get a check-in offer; detractors (0-6) get a personal reply drafted by Starch with the student's context included — course name, module they're on, coaching calls completed.

10 Review drafted replies in the Email Triage app each morning. You're not writing from scratch — you're editing a draft that already knows who the student is and what they said.

11 Each time you launch a new cohort, tell Starch: 'Copy last cohort's NPS workflow, update the module names to match the new curriculum, and adjust the 30-day trigger to account for the new cohort end date.' No rebuilding from scratch every six weeks.

12 At cohort close, ask Starch: 'Generate an NPS summary for Cohort 7 — overall score, top complaints by frequency, which modules had the lowest satisfaction, and how that compares to Cohort 6.' Use this to decide what to fix before the next launch.

See this running on Starch

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Worked example

Cohort 7 NPS Close — March 2026

Sample numbers from a real run

Students surveyed (Stripe cohort, 7-day trigger)	74
Responses received	51
Response rate	69
NPS score (promoters minus detractors)	42
Detractors auto-flagged and drafts queued in Gmail	7
Promoters who received referral ask draft	22
Referral conversions tracked via Stripe (new signups)	4

You ran a 6-week cohort with 74 paying Stripe customers. Starch sent the 7-day NPS email automatically to every new student; 51 responded — a 69% response rate, up from roughly 30% when you were sending manually via ConvertKit. The dashboard showed an NPS of 42, with the seven detractors clustered around Module 4 (the live workshop session). Starch drafted a personal reply for each one — acknowledging the specific session, offering a 1-on-1 makeup call booked through Calendly — and queued them in your Gmail outbox. You reviewed and sent all seven in under 20 minutes on a Wednesday morning. Of the 22 promoters, Starch drafted a referral ask citing the student's specific progress ('You've completed 5 of 6 modules — if you know another coach who'd benefit, here's a link'). Four of those referral links converted to new Stripe subscriptions before the cohort officially closed. You walked into the Cohort 8 planning call knowing exactly which module to fix and with four warm leads already in the pipeline — none of which required a Sunday afternoon in Google Sheets.

Measurement

How you'll know it's working

NPS score by cohort (tracked over time, not just snapshot)

CSAT average by coaching call type (group vs. 1-on-1 vs. async review)

Survey response rate per cohort (as a proxy for student engagement)

Detractor follow-up reply rate and outcome (refund, retained, upgraded)

Referral conversion rate from promoter outreach (Stripe new signups sourced from referral ask)

Comparison

What this replaces

The other ways teams handle this today, and how the Starch version compares.

Typeform + Zapier + Google Sheets

You can collect responses and dump them into a sheet, but connecting scores back to Stripe cohorts, Calendly sessions, and Notion module data requires a tangle of Zaps that break on schema changes and still leaves analysis work to you manually.

Delighted or Survicate (standalone NPS tools)

Good at collecting scores and showing trend charts, but they don't know which cohort a student is in, what module they're stuck on, or what their email history looks like — so follow-up routing is still manual.

ConvertKit automations for post-purchase surveys

ConvertKit can send a survey link on a delay trigger, but it can't read the Stripe subscription type, pull the Calendly session that just ended, or draft a personalized follow-up based on the score received.

HubSpot Service Hub

Covers NPS, ticketing, and CRM in one place, but it's priced for teams and requires meaningful admin setup — overkill if you're a solo coach who doesn't want to pay for seats or spend a week configuring pipelines.

On Starch RECOMMENDED

One platform — crm, founder inbox all running on connected data. Setup in plain English; numbers stay current via scheduled syncs and live agent queries.

Try it on Starch →

FAQ

Frequently asked questions

My students are on Kajabi or Teachable, not Stripe. Can Starch still trigger surveys from course completions?

Starch can automate Kajabi and Teachable through your browser — no API needed. Starch monitors for completion events on the course platform page and triggers the Gmail survey send when a student finishes a module or cohort. It's not a native scheduled sync like Stripe, but the outcome is the same: survey sends without you touching anything.

Will students know the survey email is automated, or does it actually come from my Gmail?

It comes from your actual Gmail address — the same one you use to reply to student questions. The Gmail integration syncs your account on a schedule, and outgoing emails are sent through your address. One thing worth knowing: the Gmail OAuth consent screen currently shows the underlying connector's name rather than yours. Starch-verified branding for the consent screen is on the roadmap but isn't available today.

Can I store historical NPS data over multiple cohorts for year-over-year comparison?

Starch is built for live data surfaces, not long-horizon data warehousing. Response records and scores stay in your Starch student CRM and you can query across cohorts — but if you need a multi-year archive with complex historical slicing, you'd want to export periodically to Google Sheets or Airtable and treat Starch as the operational layer.

What if a student responds to the survey email with a long complaint? Does Starch handle that too?

Yes. Starch syncs your Gmail on a schedule, so when a reply comes in it's logged against that student's record. The Email Triage app surfaces it with context — their cohort, their NPS score, their coaching call history — and drafts a reply. You're not reading a cold email; you're reading a draft that already knows who you're talking to.

Is Starch SOC 2 certified? I collect student data and some clients ask about security.

Starch is not SOC 2 Type II certified today. If your contracts or institutional clients require SOC 2 certification, that's worth flagging before you wire student data through Starch. For individual coaches and small course businesses, most operators find the current security posture acceptable — but it's an honest limit and you should know it upfront.

I rebuild my survey workflow from scratch every cohort because the module names change. Does Starch help with that?

That's exactly the kind of thing you describe to Starch instead of rebuilding manually. Tell it: 'Copy the Cohort 7 NPS workflow, update the module names to match the new curriculum in my Notion database, and shift the 30-day trigger to match the new cohort end date.' Starch reads your Notion pages on a scheduled sync and makes the update. You're not dragging blocks around in a Zap editor.