Overview
Tracking customer sentiment across multiple business locations is essential for understanding overall performance and identifying areas for improvement. The multi-location NPS (Net Promoter Score) overview provides a consolidated view of customer satisfaction, helping businesses analyze trends, compare performance, and take action to enhance customer loyalty.
How to Access Net Promoter Score in Multi-Location
Step 1: Navigate to Multi-Location Business App.
Access the Net Promoter Score by logging into the Multi-Location Business App.
Step 2: Open the Reputation Tab
Once inside the platform, click on the Reputation tab.
Step 3: Locate the "Net Promoter Score" Sub-Menu
Within the Reputation tab, find and click on the Net Promoter Score sub-menu to access NPS insights.
Understanding the NPS Overview
The NPS Overview provides insights into overall customer sentiment by displaying:
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Overall NPS score for all locations.
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Score-over-time graph to track trends across all locations.
How Net Promoter Score is Calculated
NPS is determined using the following formula:
NPS = % Promoters - % Detractors
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Promoters (9-10): Customers who would recommend your brand.
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Passives (7-8): Neutral customers who are satisfied but not enthusiastic.
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Detractors (0-6): Customers who would not recommend your brand.
Tracking NPS Trends Over Time
The Score Over Time feature allows businesses to track NPS trends over a specified period. A timeline graph illustrates how customer sentiment evolves across all locations.
NPS Metrics Breakdown by Location
Each location’s NPS data is available in a detailed overview table, including:
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NPS Score: The calculated NPS for that specific location.
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NPS Breakdown: A visual representation of Promoters, Passives, and Detractors.
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Promoters: Number of promoters at the location.
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Passives: Number of passives at the location.
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Detractors: Number of detractors at the location.
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NPS Volume: Total number of NPS responses received for the location.
Understanding the Delta Comparison
The delta comparison highlights performance changes with:
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Green Up Arrow: Indicates an increase in the metric.
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Red Down Arrow: Indicates a decrease.
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No Icon: No change in performance.
Executive Report for Single Location
When a user selects a location, a side panel provides specific insights, including:
Card 1: NPS Score & Score Over Time
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Displays the NPS score for the selected location.
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Includes a Score Over Time graph to track NPS trends.
Card 2: NPS Feedback Volume
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Shows the total number of feedback responses received for the selected location over the past six months.
Card 3: Most Recent NPS Feedback
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Displays the latest customer feedback received within the selected date range.
Accessing the Full NPS Page
On the NPS page, users can view all customer feedback across all locations.
Understanding the Feedback Card
Each feedback card contains:
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NPS score given by the customer.
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Customer feedback.
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Contact details, including email and phone number.
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Location associated with the feedback.
Resending an NPS Request
Users can resend an NPS request to a contact only once via email. The resend will use the default template set by the user, and SMS resends are not available.
Filtering NPS Feedback
Users can filter feedback based on customer sentiment:
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Promoters (9-10)
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Passives (7-8)
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Detractors (0-6)
With the multi-location NPS overview, businesses can now make data-driven decisions to improve customer experience and strengthen their reputation across all locations.