TL;DR

• Creating an NPS survey takes 15 minutes with the right survey software — from scratch or using templates.
• Your survey needs three elements: the core NPS question (0-10 scale), follow-up questions to understand the "why," and proper customization for your brand.
• Distribution works across email, SMS, website, in-app, QR codes, and offline devices — choose based on where customers interact with you using the right survey channels.
• Automation handles the heavy lifting: trigger surveys after specific events, send alerts for detractors, close the loop with workflows.
• The full process covers six stages: define your measurement goals → create and customize → distribute → automate → analyze → act.

Net Promoter Score (NPS) surveys have become the default loyalty metric for a reason. They're simple. They're quantifiable. And when done right, they tell you exactly who's about to leave and who might bring you three more customers.

Creating an NPS survey isn't complicated — but most businesses still get it wrong. Not because they can't figure out how to add the 0-10 question. Because they treat survey creation as a one-time setup task instead of the foundation of a measurement system that needs to run reliably, automatically, every time.

This guide walks through the complete implementation process — how to build the survey, where to distribute it, how to automate responses, and what to do when the data starts coming in. By the end, you'll have a working customer satisfaction metric program that doesn't require manual effort to maintain.

We've deployed Net Promoter Score programs across hundreds of organizations. The ones that get real value treat NPS as a system, not a survey. That's the framework this guide follows.

Before You Build — Define Your Measurement Goal

Most businesses jump straight to the survey builder. That's the mistake.

You need to decide what you're measuring before you decide how to measure it. NPS works two ways — and picking the wrong one means you'll collect data that doesn't answer the question you actually care about.

• Transactional NPS measures loyalty after a specific event. A purchase. A support interaction. A delivery. The survey goes out immediately after the moment happens, while the experience is still fresh. You're asking: "Based on what just happened, would you recommend us?"

  This tells you which moments in your customer journey are working and which ones are quietly burning trust. It's diagnostic. It's specific. And it maps directly to operational improvements because you can tie each score back to a person, a team, or a process.

• Relationship NPS measures overall loyalty to your brand, independent of any single interaction. These surveys go out on a schedule — quarterly, annually, at lifecycle milestones. You're asking: "Taking everything into account, would you recommend us?"

  This tells you where the account stands. It's strategic. It's longitudinal. And it's what most businesses mean when they say "we run NPS."

💡Here's the thing: you probably need both. Relationship NPS tells you the trend. Transactional NPS tells you what's driving it. Together, they give you the full picture. Run only one and you're measuring half the story. 

Most SaaS companies run transactional NPS after onboarding, after support cases close, and after major feature releases. Then they run relationship NPS quarterly for their entire customer base. That's the pattern that works.

For a complete breakdown of when to use each type, see our guide on relationship vs transactional NPS.

Choosing Your NPS Survey Software

You can't run NPS at scale without software. Manual surveys don't work past about 50 customers — and even then, they require constant attention.

What you need is a platform that handles the entire lifecycle: survey creation, multi-channel distribution, automated triggering, real-time alerts, response management, and reporting. That's not one tool. It's a system.

When evaluating NPS software, look for these capabilities:

• Multi-channel support: Email, SMS, website, in-app, QR codes, offline. Your customers don't all live in one channel — your survey tool shouldn't either.

• Real-time alerts: When a detractor responds, your team needs to know immediately. Not at the end of the day. Not when someone remembers to check the dashboard. Within minutes.

• Customizable surveys: Branding, logic, question types, design. If your survey looks like every other survey, it gets ignored like every other survey.

• NPS-specific reporting: Not just raw scores. Trends over time. Segmentation by customer type, location, product. Distribution of promoters, passives, and detractors. Response rates. Loop closure rates.

• Automation capabilities: Trigger surveys based on events. Send different follow-up emails based on score. Create tasks for detractors. Route promoters to your review request workflow. All without manual intervention.

Zonka Feedback is built specifically for NPS programs at scale, with all these capabilities out of the box. This guide uses Zonka Feedback for examples, but the principles apply regardless of which platform you choose. For a comparison of NPS tools, see our guide to the best NPS tools.

How to Create an NPS Survey (Step-by-Step)

Once you've defined your measurement goal and selected your survey software, the actual survey creation is straightforward. Here's the complete walkthrough using Zonka Feedback as the reference implementation.

Step 1: Create Your Account

Sign up for Zonka Feedback in less than a minute. Once you create your account, you'll land on the dashboard where you can start building your survey immediately. The free trial gives you access to all features for 14 days — no credit card required.

Step 2: Start Your NPS Survey

On the dashboard, click the "Add Survey" button. This opens the Zonka Feedback template library, which includes over 100 survey templates. You have two options here:

• Option A: Start from scratch. If you want complete control over every element, select "Start From Scratch." This gives you a blank canvas to build exactly what you need.

• Option B: Use the NPS template. If you want to move quickly, browse to the NPS section and select the pre-built NPS template. The template includes the standard NPS question, proper formatting, and basic logic — you can customize everything afterward.

For most businesses, the template approach saves 10-15 minutes and ensures you don't miss any structural elements. You can always modify it to fit your needs.

Step 3: Add the NPS Question

The core NPS question follows a specific format: "How likely are you to recommend [company/product/service] to a friend or colleague?"

It's rated on a 0-10 scale, where:

• 0-6 = Detractors: Unhappy customers who won't recommend you and may actively discourage others
• 7-8 = Passives: Satisfied but unenthusiastic customers who could easily switch
• 9-10 = Promoters: Loyal customers who will actively recommend you

When you add the NPS question, the survey builder automatically formats it with the 0-10 scale. You can modify the question text to match your brand voice, but keep the scale intact — that's what makes NPS comparable across companies and industries.

Step 4: Add Follow-Up Questions

The NPS question tells you the score. The follow-up question tells you why.

The single most effective follow-up is an open-ended question: "What's the main reason for your score?"

This works because it's neutral. It doesn't assume anything about the response. Promoters tell you what you're doing right. Detractors tell you what's broken. Passives tell you what would move the needle.

You can also use conditional logic to ask different questions based on the score:

• For Promoters (9-10): "Would you be willing to share your experience in a review or testimonial?"
• For Passives (7-8): "What could we do to improve your experience?"
• For Detractors (0-6): "We're sorry to hear that. What went wrong, and how can we make it right?"

Keep it to one or two follow-up questions maximum. Every additional question drops your completion rate. The sweet spot is: NPS question + one follow-up. That's it.

For a complete library of tested follow-up questions, see our guide to NPS survey questions and follow-up templates.

Step 5: Add Survey Logic

Survey logic lets you show different questions or messages based on how someone responds. With survey logic and branching, you can:

• Show a thank-you message to promoters and ask for a review
• Show an apology to detractors and ask what went wrong
• Skip certain questions based on previous answers
• Route responses to different team members based on score

In Zonka Feedback, you can add logic rules by clicking on any question and selecting "Add Logic." The most common pattern is score-based branching: if NPS ≤ 6, show question A. If NPS ≥ 9, show question B. If 7-8, show question C.

Logic makes your survey feel personalized instead of generic. It also ensures you're collecting the right context from each segment without overwhelming anyone with irrelevant questions.

Step 6: Customize Your Survey Design

Generic surveys get ignored. Surveys that look like they came from your brand get responses. Zonka Feedback offers full white-labeling capabilities. You can:

• Add your company logo
• Choose brand colors for buttons, backgrounds, and text
• Select fonts that match your brand guidelines
• Customize the thank-you page
• Add custom CSS if you need precise control

Mobile responsiveness is automatic, your survey will adapt to whatever device your customer is using. You don't need to build separate mobile and desktop versions.

💡We suggest to spend the extra 5 minutes on design. It's the difference between a 15% response rate and a 30% response rate.

How to Distribute Your NPS Survey

You've built the survey. Now you need to get it in front of customers — at the right moment, through the right channel.

With Zonka Feedback, you can collect responses across email, SMS, website, in-app, mobile devices, QR codes, offline kiosks, and through integrations with CRM and support tools. You're not limited to one channel. You can use all of them simultaneously, triggered by different events.

The strategic question — which channel to use when — is covered in depth in our guide on how, when, and where to collect NPS surveys. This section focuses on the execution: how to set up each distribution method in your survey tool.

1. Email NPS Surveys

Email is the most common distribution channel for NPS surveys, especially for B2B companies and SaaS businesses where customers have provided their email address during signup or purchase.

Zonka Feedback offers three email survey formats:

• Email embedded surveys: The survey question appears directly in the email body. Customers can respond without clicking through to a landing page. This format consistently delivers 25-35% response rates — significantly higher than link-based surveys.

• Email signature surveys: The survey is embedded in the signature of ongoing support or transactional emails. This works well for post-support NPS because the survey appears right after the resolution, in the same email thread where the customer was already engaged.

• Email link surveys: A button or link in the email takes the customer to a survey landing page. This format gives you more design flexibility and works better for longer surveys, but response rates typically fall to 10-18%.

To set up email distribution in Zonka Feedback, navigate to the "Distribution" tab and select "Email." You can send surveys manually to individual customers, upload a CSV of email addresses for batch sends, or trigger emails automatically based on events (which we'll cover in the automation section).

For detailed email survey setup, including subject line templates and timing guidance, see our guide to NPS survey email templates and subject lines.

2. Website NPS Surveys

Website surveys capture feedback from visitors and customers who are actively browsing your site. This works especially well for e-commerce, SaaS, and any business where the website is a primary customer touchpoint. 

Zonka Feedback supports five website survey formats:

• Side Tab (Feedback Button): A fixed button placed on the left or right side of your webpage. Visitors can click it anytime to open the survey. This is the least intrusive format — it's always available but doesn't interrupt browsing. Works well for ongoing relationship NPS measurement where you want feedback to be opt-in rather than triggered.

• Pop-up surveys: The survey appears in a modal overlay at the center of the screen when a trigger condition is met. Common triggers include: time on page, scroll depth, exit intent, after completing a purchase, or after browsing a certain number of pages. Pop-ups are hard to miss, which makes them effective for capturing immediate feedback — but they're also the most intrusive format.

• Popover surveys: Unlike pop-ups that appear in the center of the screen, popovers open right next to the button or link where they're placed. They're triggered by user action (clicking a specific button or link), not by time or behavior. Ideal for in-context feedback — feature feedback, article or blog feedback, or CTAs embedded directly in your content.

• Slide-up surveys: Surveys that slide up from the bottom of the page as an overlay. Like pop-ups, they can be triggered based on user activity or time (post-transaction, exit intent, scroll percentage), but they're less disruptive because they appear from the bottom rather than covering the center of the screen. Work well for post-purchase NPS, cart abandonment surveys, and lead generation forms.

• Bottom bar surveys: Fixed buttons placed at the bottom right or left of the page that open the survey when clicked. The button displays custom text ("Share Feedback," "Quick Survey," etc.). This format combines the opt-in nature of side tabs with the visibility of bottom-of-page placement.

Plus Embedded surveys: You can also embed the full survey directly into a page (not as a widget, but as part of the page content itself). This format works for dedicated feedback pages or when you want the survey to be a permanent part of a specific page rather than triggered behavior. 

To embed a survey on your website, copy the JavaScript code from Zonka Feedback's distribution settings and paste it into your site's header or footer. You can configure triggers, display rules, and targeting options directly in the Zonka interface — no coding required.

For complete website survey setup guidance, including trigger strategies and placement recommendations, see our guide to collecting NPS on your website.

3. Mobile and Tablet Surveys

If your customers interact with you on mobile devices or if you need to collect feedback on-premises, mobile and tablet surveys are the right channel.

Zonka Feedback works as a native app on both iOS and Android. You can conduct surveys on tablets and smartphones, with or without an internet connection. Offline responses sync automatically when the device reconnects.

Common use cases:

• Retail stores capturing feedback at checkout or exit points
• Events and conferences collecting attendee feedback
• Field teams gathering customer feedback during site visits
• Healthcare facilities measuring patient satisfaction

To set up mobile surveys, download the Zonka Feedback app from the App Store or Google Play, log in with your account, and select the survey you want to deploy. The app handles everything — data collection, offline storage, and automatic syncing.

For a comparison of mobile survey tools, see our guide to the best survey apps.

4. SMS and QR Code Surveys

SMS surveys: Text messages with a survey link or an embedded question. SMS works well when you have customers' mobile numbers and need immediate feedback — post-delivery, post-service, or after a transaction. Response rates for SMS surveys typically range from 35-55%, higher than email because of the immediacy and lower friction.

To send SMS surveys through Zonka Feedback, integrate with your SMS gateway (Twilio, Nexmo, or others), then trigger surveys from the platform. You can send one-off messages or automate them based on customer actions.

QR code surveys: Print QR codes on receipts, packaging, menus, instruction manuals, or display them in physical locations. Customers scan the code with their phone camera, which opens the survey instantly.

QR codes work especially well in retail, hospitality, and any environment where customers are physically present but you don't have their contact information. To generate a QR code in Zonka Feedback, select your survey and click "Get QR Code." You can download it as a PNG or PDF and print it wherever you need.

5. In-App and In-Product Surveys

If you're running a SaaS product or mobile app, in-app surveys let you measure NPS at critical moments in the user journey — after onboarding, after a feature release, after a successful workflow completion.

Zonka Feedback provides an SDK for both web applications and native mobile apps. You embed the survey code in your product, then trigger surveys programmatically based on user behavior or lifecycle events.

Setup requires a developer, but once implemented, surveys feel native to your product rather than external interruptions. Response rates are typically higher because customers are already engaged with your interface.

6. Integration-Triggered Surveys

The most powerful distribution method is integration-based triggering. Connect Zonka Feedback to your CRM, support platform, or marketing automation tool, then automatically send surveys when specific events occur.

Common triggers:

• Case closed in Zendesk or Freshdesk → trigger CSAT or NPS survey
• Opportunity marked "Closed Won" in Salesforce → trigger post-sale NPS
• Customer reaches 30 days post-signup in HubSpot → trigger onboarding NPS
• Support ticket resolved in Intercom → trigger transactional NPS

Zonka Feedback integrates with Salesforce, HubSpot, Zendesk, Freshdesk, Intercom, Slack, Microsoft Teams, and dozens of other platforms. You can also use webhooks and APIs to trigger surveys from custom applications.

This is how you move from manual survey sends to a fully automated feedback program. Once the integrations are configured, surveys go out automatically every time the trigger condition is met. No manual intervention required.

Setting Up Automation and Workflows

Distribution gets surveys out. Automation ensures they keep going out — and that responses trigger the right actions automatically.

This is where most NPS programs break down. Businesses set up the survey, send it once or twice, then forget about it because managing responses manually doesn't scale. Automation solves that.

a. Defining Team Roles

Before you automate anything, decide who's responsible for what.

Who reviews responses? Who follows up with detractors? Who reaches out to promoters for testimonials? Who analyzes trends and shares insights with leadership?

In Zonka Feedback, you can add team members and assign specific permissions:

• Admin: Full access to surveys, responses, reports, and settings
• Manager: Can view all responses and reports, but can't change survey configuration
• Agent: Can view and respond to assigned responses only

Most businesses set up a structure where support managers review detractor responses, customer success managers handle passive responses, and marketing teams reach out to promoters for reviews and referrals.

Define the structure upfront. Then build automation around it.

b. Configuring Alerts and Notifications

Alerts ensure the right people know when something needs attention — immediately, not when they remember to check the dashboard.

Real-time detractor alerts: The most critical alert. When a customer gives you a score of 6 or below, someone on your team needs to know within minutes. Not hours. Minutes.

In Zonka Feedback, you can set up alerts that trigger instantly when NPS ≤ 6. The alert goes to whoever owns that customer relationship — by email, SMS, Slack message, or all three.

Response notifications: Get notified every time someone responds, or filter notifications by score range. This is useful for teams that want to track all feedback in real time, not just the negative responses.

Custom alerts: Set up alerts based on any condition you define. Examples:

• VIP customer gives a low score → notify account executive
• Score drops below 5 → escalate to support manager
• Customer mentions a competitor in their comment → notify product team
• Promoter with high engagement → notify marketing for case study request

Alerts are what make closing the feedback loop possible at scale. Without them, detractors slip through. With them, every low score gets addressed.

c. Building Automated Workflows

Workflows take automation one step further. Instead of just notifying someone that a response came in, workflows execute a series of actions automatically based on the response.

Zonka Feedback offers two types of automation:

CX Automation with Workflow: Workflow Actions are activities that execute automatically when trigger conditions are met.

Email to Respondent: Send different emails to respondents based on their NPS score. For example:

• Promoters (9-10): Send a thank-you email and ask for a review or testimonial
• Passives (7-8): Send a follow-up email asking what would improve their experience
• Detractors (0-6): Send an apology email and offer to resolve their issue

You can fully customize the email body, subject line, and sender name for each segment. The emails go out automatically as soon as the response is received.

Email to Team: Notify internal stakeholders when specific responses come in. For example, as soon as a detractor response is received, send an automatic notification to the customer support team lead. This ensures swift response and demonstrates your commitment to addressing concerns.

To learn more about setting up workflows in Zonka Feedback, see the help documentation on how to create workflows.

CX Automation with Auto Responder: Auto responders generate automatic replies to survey responses based on Net Promoter Score. This is different from workflows — auto responders are immediate, one-step email sends rather than multi-step action sequences.

You can set up automated email replies for:

• Promoters: Thank them for their positive feedback and loyalty
• Passives: Acknowledge their feedback and let them know you're working to improve
• Detractors: Apologize for their experience and assure them someone will follow up

To learn more about auto responders in Zonka Feedback, see the help documentation on how to set up Auto-Responders.

Together, alerts and workflows ensure that every NPS response triggers the right action. Detractors get immediate attention. Promoters get routed to your review request workflow. Passives get follow-up to understand what would move them to promoter status. And none of it requires manual effort.

Viewing Responses and Analyzing Results

Once surveys start going out, responses start coming in. Zonka Feedback organizes everything automatically — no manual data entry, no spreadsheet exports, no copying responses into another system.

1. Managing Your Response Inbox

Every response lands in the responses inbox, where you can view, filter, and take action on individual feedback.

The inbox lets you:

• Filter responses by NPS score (promoters, passives, detractors)
• Search by keyword or customer name
• Star important responses for follow-up
• Add internal notes to track resolution progress
• Create tasks for specific team members
• Mark responses as "Closed" once they've been addressed

This is where the qualitative feedback lives. The open-text responses. The specific complaints. The feature requests. The testimonials you'll use in marketing.

Most businesses ignore this layer. They look at the aggregate NPS score and move on. That's the mistake. The inbox is where you find out why customers gave you the score they gave — and that's more valuable than the score itself.

2. Real-Time Reports and Analytics

While the inbox shows individual responses, the reports dashboard shows trends, patterns, and aggregate metrics.

Zonka Feedback automatically generates:

• NPS score calculation: Your headline NPS number, updated in real time as responses come in
• Distribution breakdown: Percentage of promoters, passives, and detractors
• Trend analysis: How your NPS is changing over time (weekly, monthly, quarterly)
• Segmentation reports: NPS by customer type, location, product, support agent, or any custom attribute you track
• Response rate tracking: How many surveys were sent vs. how many responses you received
• Question-level analysis: Themes and patterns in open-text responses

These reports don't require manual work. The data flows in automatically, and the dashboard updates in real time. You can filter by date range, segment, survey type, or any other dimension you need.

For deep analysis guidance, see our guide to NPS data analysis and reporting. If you want to calculate NPS manually or verify your platform's calculation, use our free NPS calculator.

3. Automating Analysis

Manual analysis doesn't scale past a few hundred responses. Once you're collecting thousands of responses per month, you need automation to extract patterns without reading every comment.

Zonka Feedback offers:

• Auto-tagging: Automatically categorize responses by theme (pricing, support, product quality, delivery)
• Sentiment analysis: Detect whether open-text comments are positive, negative, or neutral
• Keyword detection: Flag responses that mention specific topics, competitors, or product features

This is what makes large-scale NPS programs manageable. You can't read 5,000 comments manually. But you can review a report that says "34% of detractors mention wait time" and "22% mention pricing." That's actionable.

Closing the Feedback Loop

Collection is half the job. Action is the other half.

Closing the feedback loop means following up with customers after they respond — especially detractors — and making sure their concerns get resolved. This is what separates NPS programs that drive improvement from NPS programs that generate reports nobody acts on.

a. Loop in Your Team with Alerts, Digests, and Reports

Zonka Feedback's NPS platform lets you notify your team instantly for every feedback submission, enabling quick action without constant dashboard monitoring.

Real-time alerts and notifications: Send instant alerts about detractors to your CX team and promoter alerts to your marketing team via email, SMS, and Slack. The alerts include the customer's name, their score, and their comment — everything the team needs to respond immediately.

Daily, weekly, and monthly digests: Schedule automated reports that summarize all NPS responses and trends. These go out at regular intervals to stakeholders who need visibility but don't need real-time alerts. The digest format keeps everyone informed without overwhelming them with individual notifications.

Saved and scheduled reports: Build custom reports that track the metrics you care about — NPS by region, by product line, by support agent — then schedule them to be delivered to your inbox at regular intervals. This ensures leadership has consistent visibility into NPS trends without needing to log into the platform.

b. Taking Action on Responses

Alerts get information to your team. Now they need to use it.

Apologize to Detractors & Prevent Churn: Reach out to detractors immediately. Apologize for their experience. Understand what went wrong. Offer a resolution. Then track whether the issue actually gets resolved.

Businesses that follow up with detractors within 24-48 hours see significantly lower churn rates than businesses that don't follow up at all. A bad experience without a response signals to customers that nobody's listening. A bad experience with a genuine attempt to fix it can turn a detractor into a promoter.

For detailed guidance, see our guide to handling NPS detractors.

Get Suggestions from Passives: Passives gave you a 7 or 8. They're satisfied but not loyal. They're the easiest segment to move — you're not rebuilding trust from scratch, you're closing a small gap.

Reach out to passives and ask: "What would it take to turn your experience from good to great?" Then actually do it. Make the improvements. Follow up with them. Show that their feedback led to action.

For conversion strategies, see our guide to converting NPS passives into promoters.

Turn Promoters into Advocates & Influencers: Promoters gave you a 9 or 10. They're your most valuable customers — not just because they're loyal, but because they'll bring you more customers if you ask.

Thank promoters for their score. Then request:

• Online reviews on G2, Capterra, Trustpilot, or Google
• Recommendations to colleagues or friends
• Testimonials for your website or marketing materials
• Participation in case studies or customer success stories

For activation strategies, see our guide to turning customers into NPS promoters.

Common Mistakes to Avoid

Most NPS programs fail because of execution mistakes, not because NPS doesn't work. Here are the patterns that kill adoption.

• Sending NPS after every support interaction. NPS measures relationship loyalty, not transactional satisfaction. If you send it after every case closes, you're measuring the wrong thing at the wrong moment. Use CSAT for interactions. Save NPS for when there's actually a relationship to measure.

• Not acting on detractor feedback. If you collect feedback and then do nothing with it, you've trained customers not to respond next time. Worse, you've signaled that their concerns don't matter. Follow up within 24-48 hours or don't send the survey at all.

• Asking the wrong survey type at the wrong time. Transactional vs. relational isn't just terminology. It's a fundamental difference in what you're measuring. If you send relationship NPS immediately after a purchase, you'll get transaction-level responses that don't reflect overall loyalty. Match the survey type to the moment.

• Overcomplicating surveys. Every question you add beyond the NPS question and one follow-up drops your completion rate. People will answer a 30-second survey. They won't answer a 5-minute one. Keep it short.

• Ignoring passives. Most businesses focus on promoters and detractors. That's fine — but passives are the easiest segment to convert. A small improvement in their experience moves them from 7 to 9. That's leverage you're leaving on the table.

• Not segmenting analysis. An aggregate NPS of 45 tells you almost nothing. NPS of 65 for your enterprise customers and 25 for your SMB customers tells you everything. Segment by customer type, product, region, lifecycle stage. That's where the insights live.

• Sending surveys too frequently. Survey fatigue is real. If you send NPS every month to the same customers, response rates collapse. Use a 30-day suppression window — if a customer responded recently, hold the next survey. For detailed guidance, see our guide on how often to send NPS surveys.

Wrapping Up

Creating an NPS survey isn't the hard part. Building a system that runs reliably, automatically, and delivers actionable insights — that's where most businesses struggle. The difference between a survey and a system is automation. Surveys require someone to remember to send them, review responses, and follow up with detractors. Systems do all of that automatically.

If you've followed the steps in this guide, you now have the foundation: a properly structured NPS survey, multi-channel distribution, automation handling alerts and workflows, and reporting showing trends in real time.

What matters now is consistency. Two critical decisions determine whether your program actually works: how often you send surveys, and what you do when responses come in. Get the frequency wrong and you'll burn through goodwill. Skip the follow-up and you've trained customers that their feedback doesn't matter.

The businesses that get value from NPS are the ones that treat it as a continuous feedback loop, not a quarterly project.