1. Xola V1
  2. Marketing Tools
  3. Automated Marketing Tools

Net Promoter Score (NPS)

With Xola's Net Promoter Score feature, Xola will send an NPS survey to your customer via email and/or text message.  You will be able to send it to all members of a group if you have valid emails and phone numbers and you can choose when the NPS survey goes out. This feature also keeps track of the scores you receive, you can view and filter the information and more in the Net Promoter Score Report in Xola. 


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What's covered in this article:

How to enable NPS

Configure NPS Survey settings

NPS Survey sent to customers

NPS Report

How to enable NPS

  1. Navigate to the Xola App Store by clicking the App Store tab in the upper right-hand corner.
  2. Locate "Net Promoter Score" and select the App Store tile.
  3. Click the "Request Access" button
  4. This will send a ticket over to our Beta team, to turn the feature on for you. Once installed by the Beta team, they will reach out to let you know. 

Configure NPS Survey settings

Once installed from the App Store you can set up and configure the NPS Survey Settings

  1. Go to Apps> Net Promoter Scores and click on the “Configure” button.
  2. Now toggle on the following: 
      • Send net promoter score survey to all members of the group if their contact information is available
      • Note: If you don't toggle and change the timing, the default values for sending NPS survey communication are:
        • Email: 8 hours after event completion
        • Text message: 30 min after event completion
      • Send net promoter score survey email: when toggled on you can set if the email is sent before or after the customer's event is completed. 
      • Send net promoter score survey text message: when toggled on you can set if the SMS is sent before or after the customer's event is completed.
  3. Click Save. 

NPS Survey sent to Customer: 

This is the email sent to your customer:

 

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After the customer chooses a score they will have a pop-up that then allows them to change the score, and leave a comment. 

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Once, the customer hits submit, they will be shown a Thank You page. 

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NPS Report

Now that your customers are taking the NPS survey, you can look at reporting on the NPS scores. 

  1. Go to Reports> Net Promoter Score 
  2. You can choose which report you would like to see by clicking on the "X-ray" button on the left-hand side. 

Reviews Report:

This report will show you all the reviews that your customers have left. 

  1. Filter your report if needed:
    • Date: The date that the NPS survey was submitted. 
    • Experience: The experience that the customer went on
    • Guides: The guide who was assigned to the event. 
    • Age
    • Gender
  2. NPS Number: This is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters, generating a score between -100 and 100.
    • For example, all of your customers gave a score between 0 and 6, this would lead to an NPS of -100. On the other hand, if all of your customers answered the question with a 9 or 10, then your total Net Promoter Score would be 100.
  3. Type of NPS Scores:
    • Promoters (Green): Customers who gave a score of 9 or 10 loved their experience. They are enthusiastic advocates who are likely will recommend you to others.
    • Passives (Yellow): Customers who gave a score between 7 and 8 are somewhat satisfied. They are not dissatisfied enough to spread negative reviews of their experience but are also unlikely to engage in promoting your experience or brand.
    • Detractors(Red): Customers who gave a score between 0 and 6 were not happy about their experience. These customers are a brand liability in that they could damage your reputation by leaving a public negative review about the company.
  4. You will see the following in the results:
    • The customer's individual NPS Score:
      • Green: Promoter
      • Yellow: Passive
      • Red: Detractor 
    • Date and Time the customer left the review
    • Name of the Customer
    • The Experience
    • Email Adress and Phone Number
    • You can also send that individual customer an email, by hitting the Message button. 


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Overview Report

This report will show you a Monthly Average NPS and a Weekly NPS breakdown. 

  1. Filter your report if needed:
    • Date: The date that the NPS survey was submitted. 
    • Experience: The experience that the customer went on
    • Guides: The guide who was assigned to the event. 
    • Age
    • Gender
  2. NPS Number: This is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters, generating a score between -100 and 100.
    • For example, all of your customers gave a score between 0 and 6, this would lead to an NPS of -100. On the other hand, if all of your customers answered the question with a 9 or 10, then your total Net Promoter Score would be 100.
  3. Type of NPS Scores:
    • Promoters (Green): Customers who gave a score of 9 or 10 loved their experience. They are enthusiastic advocates who are likely will recommend you to others.
    • Passives (Yellow): Customers who gave a score between 7 and 8 are somewhat satisfied. They are not dissatisfied enough to spread negative reviews of their experience but are also unlikely to engage in promoting your experience or brand.
    • Detractors(Red): Customers who gave a score between 0 and 6 were not happy about their experience. These customers are a brand liability in that they could damage your reputation by leaving a public negative review about the company.
  4. Monthly Average NPS: 
    • Give you a graph of your NPS average over the month, so you can easily see how the NPS is doing month over month. 
  5. Weekly NPS breakdown:
    • Gives you a bar graph for a week over week NPS scores. 

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Segments Report

This report will allow you to see your age and demographic segments are broken out in percentages by gender and product. 

  1. Filter your report if needed:
    • Date: The date that the NPS survey was submitted. 
    • Experience: The experience that the customer went on
    • Guides: The guide who was assigned to the event. 
    • Age
    • Gender
  2. NPS Number: This is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters, generating a score between -100 and 100.
    • For example, all of your customers gave a score between 0 and 6, this would lead to an NPS of -100. On the other hand, if all of your customers answered the question with a 9 or 10, then your total Net Promoter Score would be 100.
  3. Type of NPS Scores:
    • Promoters (Green): Customers who gave a score of 9 or 10 loved their experience. They are enthusiastic advocates who are likely will recommend you to others.
    • Passives (Yellow): Customers who gave a score between 7 and 8 are somewhat satisfied. They are not dissatisfied enough to spread negative reviews of their experience but are also unlikely to engage in promoting your experience or brand.
    • Detractors(Red): Customers who gave a score between 0 and 6 were not happy about their experience. These customers are a brand liability in that they could damage your reputation by leaving a public negative review about the company.
  4. Age Segmentation: 
    • Gender
    • Product
  5. Demographic Segmentation:
    • Gender
    • Product

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Map Report

This report gives you a heat map of your customer's geolocation.

  1. Filter your report if needed:
    • Date: The date that the NPS survey was submitted. 
    • Experience: The experience that the customer went on
    • Guides: The guide who was assigned to the event. 
    • Age
    • Gender
  2. NPS Number: This is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters, generating a score between -100 and 100.
    • For example, all of your customers gave a score between 0 and 6, this would lead to an NPS of -100. On the other hand, if all of your customers answered the question with a 9 or 10, then your total Net Promoter Score would be 100.
  3. Type of NPS Scores:
    • Promoters (Green): Customers who gave a score of 9 or 10 loved their experience. They are enthusiastic advocates who are likely will recommend you to others.
    • Passives (Yellow): Customers who gave a score between 7 and 8 are somewhat satisfied. They are not dissatisfied enough to spread negative reviews of their experience but are also unlikely to engage in promoting your experience or brand.
    • Detractors(Red): Customers who gave a score between 0 and 6 were not happy about their experience. These customers are a brand liability in that they could damage your reputation by leaving a public negative review about the company.

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