TABLE OF CONTENTS


Introduction


Welcome to the knowledge base article on Feefo NPS® (Net Promoter Score), an additional feature that allows you to gain valuable insights into how your customers perceive your business and their loyalty to your brand. This powerful tool enables you to add a straightforward question to your feedback forms, providing you with an instant snapshot of customer sentiment. In this article, we will explore what NPS is, how to add a custom NPS question to your feedback forms, and how you can add NPS to your existing Feefo package.


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What is Feefo NPS® ?


Feefo NPS is a feature that adds an essential question to your feedback forms: "How likely are you to recommend [business name] to a friend, family, or relative?" Customers can respond to this question on a scale from 0 to 10, providing you with valuable insights into their loyalty and satisfaction levels, which places them into one of three categories:

  • Promoters (9-10) - Promoters are loyal advocates who will continue to buy from you and persuade others to do the same.
  • Passives (7-8) - Passives are satisfied customers but could be persuaded by competitors to go elsewhere. 
  • Detractors (0-6) - Detractors are unhappy customers who could damage your brand through negative word of mouth. 

You will then get a score of between -100 and + 100 which is calculated by % of promoters - % of detractors.


How to Add a Custom NPS Question


To include the NPS question in your feedback forms, follow these simple steps:


  1. Log in to the Feefo Hub and navigate to 'Campaigns' on the left-hand menu, then click 'Manage campaigns.'
  2. Find the campaign you wish to edit and select 'Edit' from the drop-down 'Actions' menu. If you only have one campaign and no Feedback Request Manager Tool, click 'Edit' on the default campaign.
  3. Click the 'Feedback preferences' button, and on the next page, scroll down to the 'Customise form' button and click it.
  4. Choose the preferred position of the NPS question on the feedback form, either at the top or bottom. Once selected, click the 'Add NPS' button.
  5. To make the question mandatory, click on the pencil icon. Additionally, you can add an extra field that allows customers to explain why they gave the rating they chose through a free text field or predefined options of your choice.
  6. Once you are satisfied with the customization, scroll up to the top of the form and click 'Save template.'






 

Adding NPS to Your Account


If Feefo NPS is not currently included in your Feefo package and you would like to add it to your account, click on 'Additional features' and then 'Get in touch' to request a call back. Alternatively, you can directly contact your Account Manager.


Conclusion


Feefo NPS is a valuable feature that empowers you to gather customer feedback in a simple and effective way through a single question. By following the steps outlined in this article, you can easily customise your feedback forms to include the NPS question, gaining valuable insights into customer loyalty and satisfaction.