Question 1

Five-Star Rating in Request Modes

Accepted Answer

Some people are more familiar with the 5-star rating system than the 0-10 Net Promoter Score. NPS offers a more comprehensive look at customer experience and a larger scale to pinpoint satisfaction. That being said, different businesses may have reasons they prefer the 5-star initial rating within Ultimate or Review Modes. Learn more about request modes here.

This guide will show you how to edit your rating settings between NPS and the 5-star rating.

Log in to Customer Feedback Centre
Choose a location, if you have more than one.
Under Settings select Feedback Settings.
Once within Rating Settings you can select NPS or Stars, and set the Positive Feedback Threshold.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5FJ7u6smZ/Five-Star%20Rating%20in%20Request%20Modes%201.jpg (Five-Star Rating in Request Modes 1)

Once you choose Stars and set your threshold, you should see the 5-star scale appear on the request mode’s Review Request screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sLVd0Fm3ht/Five-Star%20Rating%20in%20Request%20Modes%202a.jpg (Five-Star Rating in Request Modes 2a)

(Note: The initial rating, NPS or Stars, only appears on Ultimate and Review request modes.

Question 2

Net Promoter Score® (NPS)

Accepted Answer

Net Promoter Score® measures customer experience, predicts business growth, and is calculated based on responses to a single question:

"How likely is it that you would recommend our company to a friend or colleague?"

The customer answers this question by selecting a number on a 0-10 point scale, with 10 being very likely to refer you and 0 being not likely at all.

To calculate NPS, responses are assigned to a category and used to solve for NPS.

9 or 10 = Promoters (likely to buy more, remain a customer, positively refer others)
7 or 8 = Passives
0-6= Detractors (likely to share a negative referral)
NPS = Promoters % of total - Detractors % of total

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cGlOpkJenA/NPS%20Promoter%20scor.png (NPS Promoter scor.png)

In this example, 100 customers were surveyed and the number of responses for each rating is totaled.

To find Promoters % of total:

To find Detractors % of total:

To find** NPS:**

NPS performance varies across industries but generally the following applies:

-100 (every responder is a "detractor") to -1 = Poor

Question 3

Performance Report

Accepted Answer

The Performance Report provides a summary of ratings, reviews, and requests for a single location in real-time. You can also receive a copy of the report via email on a weekly or monthly basis.

Understanding the Performance Report

The Performance Report displays metrics for a single location including Net Promoter Score®, survey questions, reviews, and requests. By default, the date range for the report is set to Lifetime but it can be adjusted.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qJFsOlzKNZ/Performance%20Report.png (Performance Report.png)

The Performance Report displays metrics for NPS, survey questions, reviews, and requests

Net Promoter Score®

The metrics displayed for the Net Promoter Score® (NPS) include the current rating, NPS breakdown, and month-to-month change for a single location.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Fi2GSJV4Jx/Net%20Promotor%20Score.png (Net Promotor Score.png)

The Performance Report displays the current Net Promoter Score® for a location

The current Net Promoter Score® is assigned to a performance category. NPS performance varies across industries but generally the following applies:

-100 (every responder is a “detractor”) to -1 = Poor

The NPS Breakdown shows the total number of responses and how many are Promoters, Passives, or Detractors in order to display how NPS is calculated.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5vNKJ48Rm3/NPS%20Breakdown.png (NPS Breakdown.png)

NPS Breakdown is included in the Performance Report to display how the Net Promoter Score® is calculated

NPS month-to-month tracks the total number of respondents that answered the NPS question for a business location in a given month and the calculated NPS score of those replies.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/2bm1c0PqoB/Net%20Promotor%20Score2.png (Net Promotor Score2.png)

NPS Month-to-Month tracks the NPS score of new replies received in a given month

Survey Questions

If your location is set to Ultimate Request Mode and you add additional survey questions, the Performance Report displays the average rating received for each question.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5PLgvndDDy/Survey%20Question%20Ratings.png (Survey Question Ratings.png)

See survey results under Survey Questions Ratings in the Performance Report

Reviews

Reviews displays a location's progress on 3rd-party review sites. The sites you request reviews to are listed and metrics include; overall rating, total reviews, and the number of reviews received since starting Customer Feedback Centre.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/l0xZS9eGBM/NPS%20Reviews.png (NPS Reviews.png)

Requests

Activity metrics for Email Requests and SMS Requests are available in the Performance Report under Feedback Process. The number of requests sent and opened, the total number of 1st-party ratings and/or reviews received (Feedback Received), and the number of clicks to review sites are displayed.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/zGRCypqm1u/NPS%20Feedback%20Process.png (NPS Feedback Process.png)

Activity metrics, including total requests sent and feedback received, for email and SMS requests are displayed under Feedback Process in the Performance Report

The default setting is set to display All Feedbacks, however, you can select to display activity metrics for "Only Email" or "Only SMS".

Additional Entry Points

Additional Entry Points displays the total number of customers that have left feedback using the Feedback URL, Kiosk Mode, Feedback Locator, or Feedback URL with Campaign Tracking.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/8VmIkKSPvi/Additional%20Entry%20Points.png (Additional Entry Points.png)

Adjust Date Range of Performance Report

By default, the date range of the Performance Report is set to Lifetime. Additional selects are available and include:

Lifetime

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/J5DJhPgWng/NPS%20Date%20Range.png (NPS Date Range.png)

Change the date range of the Performance Report to reflect metrics for the selected timeframe only

Access and Export the Performance Report

To access and export the Performance Report follow these steps:

Log in to your Customer Feedback Centre account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/hZso0L8eOo/NPS%20Export%20as%20PDF.png (NPS Export as PDF.png)

Receive the Performance Report via Email

To receive the Performance Report via email follows these steps:

From the menu, go to Settings > Notifications.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AbYFV0Jm4t/NPS%20Notification%20Settings.png (NPS Notification Settings.png)

Complete the following:

Check Send performance report