NPS Implementation - Sending Post-Usage NPS Invitations via a Klaviyo Flow

Post-Usage NPS is a second NPS survey that Reveal sends some days after an order was delivered, asking customers how the product has been to use. The Post-

Delivery NPS captures the delivery and purchase experience, while the Post-Usage NPS captures how satisfied customers are with the product itself, once they had time to use it.

This guide explains how to send Post-Usage NPS invitations through a Klaviyo Events Flow.

Good to know: Post-Delivery NPS and Post-Usage NPS use the same Klaviyo flow and the same event, NPS Invitation Flow Trigger. You do not need to create a new metric or a second flow. Reveal adds a property to every event, reveal_nps_type, which tells you which survey the invitation is for:

reveal_nps_type	Survey
`o`	Post-Delivery NPS
`u`	Post-Usage NPS

The survey link in the email (reveal_nps_invitation_url) automatically opens the correct survey, so the same template works for both.

Already sending Post-Delivery NPS through a Klaviyo flow? Your flow will pick up Post-Usage invitations automatically as soon as you enable them. Follow Step 1 to enable Post-Usage NPS, then check Step 4 to decide whether you want a different email for Post-Usage.

Starting from scratch? Follow all the steps below.

Step 1 - Post-Usage NPS Settings in Reveal

In Reveal, go to Settings > NPS.
Make sure NPS is enabled and that the sending contact email address is filled in (used for test messages and error notifications).
In the Post-Usage NPS Settings section:
- Set Post-Usage NPS Status to enabled.
- In Post-Usage Delay After Delivery [days], choose how many days after delivery the Post-Usage NPS email should be sent. The default is 30 (one month after the order was delivered). Pick a delay that gives customers enough time to actually use the product. For example, a shorter delay for consumables, a longer one for durable goods.
Click Save.

Note: Post-Usage invitations are generated daily, only for orders that have been delivered. The first Post-Usage emails go out once your earliest eligible orders reach the configured delay. An order can receive both a Post-Delivery and a Post-Usage invitation.

Step 2 - NPS Klaviyo Email Settings

Skip this step if you already send Post-Delivery NPS invitations through a Klaviyo flow.

On the same Settings > NPS page, go to the NPS Klaviyo Email Settings section.
In the Sending Via dropdown, select Events.
Click Save only once. Saving in Events mode automatically creates the Omniconvert-Reveal NPS email template in your Klaviyo account.

Important: Do not save this section multiple times. Each save in Events mode creates a new template in Klaviyo, and you will end up with duplicates.

Note: Reveal creates a single template, used for both Post-Delivery and Post-Usage invitations. There is no separate Post-Usage template.

Step 3 - Creating the Klaviyo Flow

Skip this step if you already have the NPS flow live in Klaviyo. The same flow is used for Post-Usage.

In Klaviyo, go to Flows and click Create Flow, then Build your own (create from scratch).
Give the flow a name (for example Reveal NPS Invitations). Do not add tags.
Select Metric as the trigger type.
Search for and select the NPS Invitation Flow Trigger metric.
Add a trigger filter: track_call_count equals 1.
Drag an Email action into the flow.
Open the email, go to My Templates, and select the Omniconvert-Reveal NPS template generated in Step 2.
In the email settings, turn off Smart Sending (it is on by default). Otherwise, customers who received another email recently, including the Post-Delivery NPS, may be skipped.
Set the email status to Live.

Tip: Customize the template (logo, colors, copy) so it matches your brand. Keep the survey link. It uses the reveal_nps_invitation_url event property.

Step 4 (Optional) - Use a Different Email for Post-Usage NPS

With the setup above, Post-Delivery and Post-Usage invitations receive the same email. If your email copy talks about the delivery (e.g. "How was your delivery?"), we recommend sending Post-Usage invitations a dedicated email that asks about the product experience.

You do this inside the same flow, using a Trigger Split on the reveal_nps_type property:

Open your NPS flow in Klaviyo.
Drag a Trigger Split directly under the NPS Invitation Flow Trigger.
Configure the split:
- Dimension: reveal_nps_type
- Filter: equals u
The split creates two branches:

YES branch (reveal_nps_type = u): Post-Usage NPS invitations
NO branch: Post-Delivery NPS invitations

Move your existing email to the NO branch.
On the YES branch, add a new Email action. Start from the same Omniconvert-Reveal NPS template (or clone the existing email) and adjust the subject line and copy for the product experience. For example: "You've had your order for a while. How do you like it?"
Keep the survey link (reveal_nps_invitation_url) unchanged. It automatically opens the Post-Usage survey.
For the new email too, turn off Smart Sending and set the status to Live.

Important: Do not create a second flow on the NPS Invitation Flow Trigger metric for Post-Usage. Both flows would receive every invitation, and customers would get duplicate emails. Always use one flow and split it by reveal_nps_type.

Step 5 - Testing

In Reveal, go to Settings > NPS > NPS Klaviyo Email Settings.
Click Send a Test Email through Klaviyo.
Check that the test email arrives at the sending contact email address configured in Step 1.

To check the Post-Usage branch after going live, open the flow in Klaviyo once the first Post-Usage invitations are due (after the configured delay). The YES branch of the Trigger Split should start receiving recipients.

Customizing the Post-Usage NPS Survey

When a customer clicks the survey link in the Post-Usage email, they are taken to the Post-Usage NPS Survey. We added this survey to Survey Builder for every shop, ready to use, with questions focused on the product experience:

An NPS question: "Now that you've had time to use it, how likely are you to recommend this product to a friend or colleague?"
A follow-up question adapted to the score the customer gave (detractors, passives and promoters each get their own follow-up).

You can customize this survey to match your brand and the feedback you want to collect:

In Reveal, go to Survey Builder.
Find the Post-Usage NPS Survey in the list and click Edit.
Adjust the questions, texts and design, then save.

Your changes apply right away to the page customers see when they open the survey link from the Post-Usage email. You do not need to change anything in Klaviyo.

The survey used for Post-Usage invitations is set in Settings > NPS, in the NPS Survey ID - Post-usage field. By default it points to the Post-Usage NPS Survey.

Important: Always keep the NPS (0-10) question in your Post-Usage survey. The Post-Usage NPS score in your reports is calculated from the answers to that question.

That's it! Reveal now sends Post-Usage NPS invitations through your Klaviyo flow, and responses appear in Reveal alongside your Post-Delivery NPS results.