The NPS product helps gather feedback from your customer to understand areas where you are succeeding or opportunities for improvement.
Customers submit their responses on a scale of 1 - 10, aggregating to 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:
Audience
In the Audience tab, you may select the frequency in which your survey is sent,
Selecting the checkbox to Spread messaging evenly across the term makes the total number of surveys sent evenly across the entirety of the survey term. Using the example below, if you have 900 customers who meet the trigger criteria, thirty (30) surveys will be sent per day so that you and your staff can better manage responding to feedback.
If you select the option to Resend to customers who have not responded in X days, the survey will resend to clients who did not respond once on the delay you select (i.e. 3 days).
You will see the audience for your survey, the last sent date, the next scheduled date, and the last response date for each contact:
Content
In the Content tab, you can view the design of the NPS survey email. The prompt, numeric responses and your branding will automatically populate.
