The NPS product helps you gather customer feedback to understand where you are succeeding and where you can improve.
Customers submit their responses on a scale of 1-10, which are aggregated to form your NPS.
Net Promoter Score = Total % of Promoters - Total % of Detractors
Your NPS survey is 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 |
Promoters | 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, a count of the promoters, neutrals, and detractors, and any submitted feedback:
Customers may choose to submit their feedback as public, private, or anonymous.
The studio may use public feedback as testimonials and share it externally, while private feedback is for the business's internal use only.
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
Send all emails 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 NPS survey email design. The prompt, numeric responses, and your branding will automatically populate.
You can also view the Current and Next Survey Period.
Email Configuration
To send NPS emails, configure the Email settings in CSAT by going to Feedback > CSAT.
Under Settings, activate and configure Email Prompt.
Emails will be sent from the same email address saved under your transactional email settings.
FAQ
Question: How can I reply to customer feedback from NPS?
Answer: To reply to feedback, click on a customer to be taken to their contact profile.
Then you can send them an SMS or email directly from the platform.
Question: Can a customer edit their feedback after it's been submitted?
If a customer tries to resubmit the survey, they will receive a message stating they have completed the form. Customers cannot modify a previously submitted response even if the survey is live.