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Net Promoter Score® (NPS®)

TABLE OF CONTENTS

 

Introduction

Welcome to the knowledge base article on Feefo NPS® (Net Promoter Score), an additional feature that allows you to gain valuable insights into how your customers perceive your business and their loyalty to your brand. This powerful tool enables you to add a straightforward question to your feedback forms, providing you with an instant snapshot of customer sentiment. In this article, we will explore what NPS is, how to add a custom NPS question to your feedback forms, and how you can add NPS to your existing Feefo package.

 


 

What is Feefo NPS® ?

Feefo NPS is a feature that adds an essential question to your feedback forms: "How likely are you to recommend [business name] to a friend, family, or relative?" Customers can respond to this question on a scale from 0 to 10, providing you with valuable insights into their loyalty and satisfaction levels.

 

How to include an NPS Question

For campaigns with service questions this will be included in the service template.

 

NPS Alerts

NPS Alerts allow you to set up rules to trigger email notifications based on specific NPS score ranges. You can customise thresholds and assign alerts to relevant merchant users, ensuring the right team members are notified for timely responses.

 

Active Alerts Dashboard

The Active Alerts Dashboard provides an overview of all existing NPS alerts, including:

  • Receipts: Displays the recipients of each alert.
  • Alert Rules: Shows the minimum and maximum score ranges that trigger each alert.

From this dashboard, you can:

  • View active alerts.
  • Edit or delete existing alerts.
  • Add new alerts.

 

How to Add a New NPS Email Alert

Step 1: Define the Score Range

  • Set the Minimum Score (0–10): The lowest score that will trigger the alert.
  • Set the Maximum Score (0–10): The highest score that will trigger the alert.

For example:

  • To notify your team about promoters, set a range of 9–10.
  • For detractors, set a range of 0–6.

Step 2: Select Merchant Users

  • Choose which merchant users should receive the alert.
  • You can assign alerts to one or multiple users, ensuring that the appropriate team members are notified.

Step 3: Save the Alert

  • Once configured, save the alert. It will now appear on the Active Alerts Dashboard and will trigger notifications based on your settings.

 


Example Use Cases

  1. Promoter Alerts: Notify your marketing team when customers leave high scores (9–10), allowing them to reach out for testimonials or referrals.
  2. Detractor Alerts: Inform your customer service team when customers leave low scores (0–6), enabling them to address concerns promptly.

 

Best Practices

  • Segment Alerts by Team: Assign promoter alerts to marketing and detractor alerts to customer support to streamline workflows.
  • Set Realistic Ranges: Avoid overlap in score ranges to ensure clear, actionable notifications.
  • Monitor Alert Effectiveness: Regularly review the Active Alerts Dashboard to assess the impact of alerts on customer retention and satisfaction.

 

Adding NPS to Your Account

If Feefo NPS is not currently included in your Feefo package and you would like to add it to your account, click on 'Upgrades' in the Hub and then 'Get in touch' to request a call back. Alternatively, you can directly contact your Account Manager.

 

Summary

Feefo NPS is a valuable feature that empowers you to gather customer feedback in a simple and effective way through a single question. By following the steps outlined in this article, you can easily reach out to your audience, gaining valuable insights into customer loyalty and satisfaction.