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What are Net Promoter Score (NPS) Downloadable Reports?
How to Set Up NPS Questions & Send to Customers
Understanding & Interpreting Your NPS Report
What are Net Promoter Score (NPS) Downloadable Reports?
NPS Downloadable Reports is a new feature that allows Tenant-level users to generate comprehensive Net Promoter Score (NPS) reports across all their shops in one convenient location.
NPS stands for Net Promoter Score. It is a widely used metric for measuring customer loyalty and satisfaction. The score is based on a single-question survey:
"How likely are you to recommend our shop to a friend or colleague?"
Respondents answer on a scale from 0 to 10, and they are categorized as: Promoters (9-10), Passives (7-8), Detractors (0-6). A formula is then used to calculate the overall NPS score.
Steer's new NPS Downloadable Reports streamline and simplify tracking NPS across all of your shop locations. NPS Downloadable Reports will calculate NPS for you and show other related data.
How to Set Up NPS Questions & Send to Your Customers
How to Set Up NPS Questions:
You will need to set up the NPS Survey Question for each shop location you wish to gather NPS for.
> Navigate to Steer Settings.
> Go to Widgets > Surveys.
> Select which survey type to add your NPS Question to. You can add an NPS Question to both the Review Survey w/ Buttons {reviewSurvey.url} and the Survey {survey.url}.
> Click "+Add New."
> Select "Linear Scale" for question type.
> Adjust the range 0-10.
> You will see a new option: "Use this Question in NPS calculation," select this option to utilize this question for NPS calculations.
> Save your changes.
Note: Only one question per shop can be designated for NPS calculations.
How to Send NPS Questions to Your Customers:
If you are utilizing either token, {reviewSurvey.url} or {survey.url}, in a text campaign, the survey will update upon saving your changes.
If you would like to include NPS questions in an email campaign, you will need to add the question to the email template.
For information on creating text and email campaigns utilizing surveys, read the following articles:
- How to Create and Use Steer Surveys without Review Buttons - {survey.url}
- How to Customize Email and Text Review Template
- How to Create Segments and Campaigns
Generating an NPS Report
> Navigate to the Tenant Dashboard > Download Reports.
> Click on "Generate Report" for the report title NPS Calculation Report.
> Enter your email address and select the date range for the report.
> Click "Generate" to create your report.
You will be emailed your report shortly, read below for tips on understanding your NPS Report.
Understanding & Interpreting Your NPS Report
Understanding Your NPS Report
The report will include:
- Shop metadata (Name, Steer Shop ID, Steer Shop Number, SMS Shop ID)
- Percentage breakdown of Promoters (9-10), Passives (7-8), and Detractors (0-6)
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Calculated NPS score using the formula:
NPS = % of Promoters − % of Detractors - Average rating for each shop
- Historical data for the selected date range
Interpreting NPS Scores
- NPS scores range from -100 to 100.
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A higher NPS indicates strong customer satisfaction and loyalty, while a lower score suggests areas for improvement.
- Compare scores across shops and over time to identify trends and areas for improvement.
By leveraging this new feature, you can easily monitor and improve customer satisfaction across all your locations, driving growth and loyalty for your business.
Please reach out to Customer Support if you have any questions.
- or chat with our team via the Steer platform.