Understanding the NPS/Surveys Campaign
Reputation marketing is about more than just a public star rating. It is about understanding the health of your business from the inside out. The NPS Campaign helps you collect deeper, more actionable feedback so you can understand what is working and where your team can improve.
Why use an NPS Campaign?
While Review Campaigns focus on building your public reputation and generating leads, the NPS (Net Promoter Score) Campaign is designed to track your company's performance over time. This is especially valuable for multi-location businesses or franchises that need to compare service quality across different branches.
Campaign Templates
When you set up an NPS campaign, you can choose between two default templates:
NPS Only: A streamlined experience that asks for a 1–10 rating to gauge overall customer satisfaction.
On a scale of 1 to 10, how likely are you to recommend us to a friend or colleague?
Share your feedback (optional)
Rating NPS Survey: A more detailed survey that includes the 1–10 rating plus five predefined questions covering service, pricing, scheduling, professionalism, and retention.
1. Service Performance
The staff was professional and knowledgeable.
2. Pricing
The service I received was worth the price I paid.
3. Scheduling & Communication
It was easy to schedule an appointment and communicate with the office.
4. Professionalism
The team was respectful of my home and cleaned up after the work.
5. Retention
I would definitely use this company again for future needs.
The staff was professional and knowledgeable.
How it Works
Entry Rules: Default campaign rules enroll customers after a job or payment. Like other campaigns, the entry rules are fully customizable.
Cooldown Periods: The NPS campaign has a default cooldown of one month. This is shorter than the standard six-month cooldown for reviews because regular feedback is essential for tracking service trends.
Submission and Overwriting: Customers can submit feedback multiple times. If a Customer submits new feedback within the same month, it will overwrite their previous response to keep your data current.
Insights and Reporting
The NPS Insights dashboard provides a clear view of your customer sentiment trends.
NPS Over Time: Track how your score changes as you implement service improvements.
Comparison Charts: For users with multiple locations, the Comparison Chart allows you to select different companies and see their performance side-by-side on a single graph.
All Company Insights: For Franchises and Multi-location users, you can identify exactly which locations are consistently scoring well or falling behind on specific questions, such as professionalism or pricing.
Tips for Success 💡
Avoid Message Overload: It is recommended not to enable both NPS and Review campaigns at the exact same time for the same Customers to avoid sending too many messages.
Requirements
The NPS/Surveys Campaign is a feature exclusive to the Pro Plan. It is designed to help growth-minded owners drive better retention and make data-backed decisions for their business.