Net Promoter Score (NPS)

Net Promoter Score (NPS) is a key metric used to measure customer loyalty by assessing how likely clients are to recommend your business. A higher NPS often indicates stronger word-of-mouth referrals and better customer retention, making it a valuable predictor of business growth. Additionally, low scores can highlight areas for improvement, allowing businesses to address customer concerns and enhance their overall experience.

Things to know:

• This feature is available as a paid add-on. To add it to your account, please contact your account manager or reach out to customer service at support@mytime.com. 
• Once added, the NPS automated template will appear on the Automated Messages tab
• The NPS template can be customized at both the parent and the child levels.
• The NPS notification can be sent via email or SMS once the appointment is completed.
  • To receive SMS notifications, the client must have a valid phone number on file and be single-opted in for transactional SMS.
  • To receive email notifications, the client must have a valid email address on file and be opted in for transactional emails.
• Based on their responses, clients fall into one of three categories:
  • Promoters (9-10): Loyal, highly satisfied clients who are likely to recommend your business
  • Passives (7-8): Generally satisfied but unenthusiastic clients who may switch to competitors
  • Detractors (0–6): Unhappy clients who may discourage others from using your service
    
• The NPS is calculated as % promoters minus % detractors.  The result is a number ranging from -100 to +100:
  • -100: All clients are Detractors
  • +100: All clients are Promoters
• Interpreting the NPS Range:
  • Below 0 (Negative Score): More detractors than promoters, indicating major client satisfaction issues
  • 0 to 30: Moderate score, suggesting room for improvement
  • 31 to 70: Strong score, showing a solid base of loyal clients
  • 71 to 100: Excellent score, reflecting high satisfaction and strong recommendations

Contents:

• Configuring the Net Promoter Score (NPS) Automated Message Template
• Clients Completing the NPS

Configuring the Net Promoter Score (NPS) Automated Message Template

1. Navigate to Marketing > Automated Messages 
2. Scroll down to locate the Net Promoter Score section
   
3. The template is activated by default but can be customize: 
   • Send After [X] Appointment(s): Choose a frequency between 1 and 25 appointments.
   • Send It X - X After The Appointment(s): Set a delay in hours, days, or weeks.
   • Send Once: Choose to send the request once
   • Send After Every X Appointment(s) Thereafter: Decide whether to continue sending requests until a score is provided:
     • Stop sending NPS request once a score is given: Once the client submits a review, no further NPS requests will be sent
     • Don't send NPs request if a request was made within the last X month(s): The client will not receive an NPS request if a request was made within the specified window.
   • Delivery By: Select how the NPS request is sent, email or text message. You can specify a fallback delivery method (email, SMS) when the primary method is unavailable.
     • Use if available: This is the primary method that will be attempted first
     • Use if other methods are not available: This method will be attempted if the primary option is unavailable (because contact information is not on file or the user opted out)
     • Never Use: This method will not be used, even if none of the other options are available
   • Reply-to name: The business name is displayed when clients respond to an automated email.
   • Subject: Customize the subject of the email.
   • To edit the body of the email:
     • Hover over the highlighted sections and click on the edit icon to modify
     • Use the text editor to format your template. Advanced users can insert HTML for customization
4. Click 'Save' when finished  
   

Clients Completing the NPS

When clients receive the NPS request via email or SMS, they can submit their response by simply clicking their selected score. Here's how it works:

1. Clients receive an NPS request via email or text message. They click a number (0–10) to rate their experience.
2. They are redirected to complete the NPS survey, where they can: 
   • Adjust their selected score
   • Provide additional feedback in a text box 
3. They click Submit and receive a confirmation message:
   
   • Positive Review: A confirmation message appears with an option to book an appointment. 
   • Negative Review: A confirmation message appears with an option to Chat with a Team Member, directing them to the Support page to submit a ticket.
   • Neutral Review: A confirmation message appears with an option to book an appointment. 
     

For more information, contact us at support@mytime.com or (385) 233-6964. 

Related Article:

Net Promoter Score (NPS) Report