Setting or Changing the Organisation Type

Question

Accepted Answer

What is the Organisation Type?

In order to define the Organisation Type let's first take a look at an important question we ask in the feedback flow of each of our Request Modes:

“How likely is it that you would recommend OUR COMPANY to a friend or colleague?”

That is the what Net Promoter Score (NPS) asks and is also the the measurement Customer Feedbadk Centre uses to gauge customer satisfaction. The NPS plays a role in all of our feedback Request Modes.

We recognise that the Organisation Type OUR COMPANY may not apply to all businesses. Customer Feedback Centre therefore allows you to choose your Organisation Type. The organisation type is the only customisable portion of the Net Promoter Score question. Altering any more would invalidate it as a NPS score result.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cT5FeT9Nw9/Organisation%20tyoe.png (Organisation tyoe.png)

When Should I Change the Organisation Type?

Anytime you believe another Organisation Type would help better identify your business.

The NPS survey question will be presented to customers during the feedback request process. By default the organisation type is set to OUR COMPANY.

A great example would be a bakery who thinks OUR COMPANY sounds to formal in the NPS survey question. If Verg's Bakery Westside changed their Organisation type to ACTUAL COMPANY NAME their new NPS survey question would read:

“How likely is it that you would recommend VERG'S BAKERY WESTSIDE to a friend or colleague?”

There are many other options available, including:

Actual Company Name
Our Agency
Our Aquarium
Our Campground
Our Church
Our Company
Our Corporation
Our Dealership
Our Event
Our Firm
Me
Our Non-Profit
Our Office
Our Practice
Our Property
Our Restaurant
Our School
Our Shop
Our Store
Us
Our Venue
Our Website

What Should I Know Before Changing?

You can set the Organisation Type on any Request Mode step that includes the NPS survey question. Here is a list of locations where the the Organisation Type can be edited:

Ultimate Mode - Feedback Request and Reminder Email templates
Review Mode - Feedback Request and Reminder Emails templates
Direct Mode - Private Feedback Landing Page template

It is important to note: you only need to set the Organisation Type ONCE as the changes will be applied to all the other templates. This change cascades to other Request Modes as well.

How Do I Change the Organization Type?

STEP ONE: you'll need to be at one of the feedback request templates that include the NPS question. For this guide we will be using the Feedback Request template from the Ultimate Request Mode. To navigate there: Settings → Request Modes

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/SrRJAQpEDV/Organisation%20type-2.png (Organisation type-2.png)

STEP TWO: click on the up/down arrows to pull down the list of Organization Types. Choose a more appropriate Organisation Type and your template will be automatically updated

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ZuU9fjux7g/Organisation%20type-3.png (Organisation type-3.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ORG3hl0rrn/Organisation%20type-4.png (Organisation type-4.png)

STEP THREE: your newly changed Organisation Type will now appear anytime the NPS survey question is shared during the feedback request step. Here is an example of the Feedback Request sent from the bakery we changed in this example:

Setting or Changing the Organisation Type

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