This article explains how to configure and manage Net Promoter Score (NPS) Alerts to stay informed about customer feedback in real time. NPS Alerts notify you when specific score thresholds are met, helping you take prompt action to improve customer satisfaction.
Overview
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
- Promoter Alerts: Notify your marketing team when customers leave high scores (9–10), allowing them to reach out for testimonials or referrals.
- 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.
For assistance with configuring NPS alerts, please contact our support team or refer to additional resources in the Knowledge Base.