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Reputation and NPS

Reputation and NPS overview​

Use Multi-Location Business App to view roll-up reputation insights and Net Promoter Score (NPS) across locations.

Access reputation and NPS​

  1. Open Multi-Location Business App
  2. Go to Reputation
  3. Open Requests for request performance metrics
  4. Open Net Promoter Score for NPS insights

Request performance metrics​

  • Requests clickthrough rate
  • Total requests sent (email and SMS)
  • Total link clicks
  • Per-location metrics with delta indicators

Net Promoter Score​

  • Overall NPS and score-over-time
  • Per-location NPS with promoters, passives, and detractors
  • Feedback volume and recent NPS feedback

Frequently asked questions​

How can I tell whether an NPS click was a bot click rather than a real customer?

Check the email-events data for the probable_bot flag and reconcile it with the NPS score and the matching email event. If there is no bot flag and no matching score event, treat the click as a real customer action. You can remove the score record if your client requests it.

How do I change the Google review threshold for an NPS review request from 7 to 8?

Open the default NPS review-request templates, set the redirect threshold to a value from 7 to 9, and save. Update both the SMS and email templates if your clients use both channels. The new threshold applies only to requests sent after you save; links already sent keep the threshold they were created with.

Why does an NPS rating appear without contact information?

The contact linked to that NPS score was deleted from the CRM. When the CRM contact is removed, the score remains but no contact details are shown.