The NPS product helps you gather customer feedback to understand where you are succeeding and where there are opportunities for improvement.
Customers submit their responses on a scale of 1-10, which are aggregated to form your NPS.
Net Promotor Score = Total % of Promotors - Total % of Detractors
Your NPS Survey will be located in the Feedback tab.
Promoters, Neutrals, and Detractors
Customers are grouped as promoters, neutrals, or detractors based on the score they submit in your business's NPS survey.
Category | Score |
Promotors | 9 - 10 |
Neutrals | 7 - 8 |
Detractors | 0 - 6 |
Viewing Score and Results
Your NPS score and results will be displayed in the Overview tab of your NPS Survey. You can filter the responses shown by the last 30/90/180 days or All time:
Beneath the survey sample, you will see your NPS score, and a count of the promoters, neutrals, and detractors, and any submitted feedback:
Survey Settings
Configure your NPS Survey Settings:
Recipients: Send survey to customers who have visited your studio at least once in the last X days
Survey Period: Send survey to customers every X days
NPS surveys are typically sent every 90 days to capture meaningful trends without over-surveying customers. Adjust this period to fit your business needs.
How should emails be sent during this survey period?
Send all at once
All emails are sent on the first day of the survey period.
Spread out over the period
Email sends are distributed evenly across the survey period.
Survey Resend: On or off
Resend survey to customers who haven't responded after X days
Email Preview
In the Email Preview tab, you can view the design of the NPS survey email. The prompt, numeric responses, and your branding will automatically populate.
Additionally, you can view the Current and Next Survey Period.
