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NPS Surveys

NPS (Net Promoter Score) is the classic "how likely are you to recommend us, 0–10?" question. The platform lets you launch NPS surveys, reward members for responding, and track the resulting score over time.

When to use it​

  • Periodic pulse-checks on customer sentiment (quarterly, post-purchase, end of campaign).
  • A baseline metric you can correlate with churn, retention, and campaign engagement.
  • Lightweight membership feedback without standing up a separate survey tool.

How it works​

A survey is a single 0–10 question pointing at a loyalty program. Each member can submit one response per survey. The platform computes:

  • Promoters — score ≥ 9
  • Passives — score 7 or 8
  • Detractors — score ≤ 6

The NPS is (Promoters − Detractors) / Total × 100, expressed as a number between −100 and +100. The platform also reports the average score (mean of all 0–10 responses).

When a member submits a response, they receive points for completion — multipliers in context NpsSurvey apply.

Step-by-step​

Create a survey​

  1. Go to Loyalty → NPS surveys and click Create survey.
  2. Fill in:
    • Name (operator-facing).
    • Loyalty program.
    • Points for completion — what the member earns for answering.
  3. Toggle Is active to publish.

Invite members​

Send the survey link through your normal communication channel — push notification, email, WhatsApp flow. The link opens the survey on the member portal.

Read results​

The survey detail page shows:

  • Total responses
  • Promoter / passive / detractor counts
  • NPS score (−100 to +100)
  • Average score (0 to 10)

Filter by date range to track the score over time.

Limits and gotchas​

  • One response per member per survey. Duplicates throw a friendly "You have already responded to this survey" error.
  • Score is 0–10 only. Out-of-range values throw a validation error.
  • NPS conventions vary. If your stakeholders use a different bucketing (e.g. 8 as passive), document it externally — the platform uses the standard ≥9 / 7–8 / ≤6 split.
  • No follow-up questions. This is a single-question survey by design. For longer surveys, use the logic-jump survey engine (separate feature) on a landing page.
  • Permission: Pages.Loyalty.NpsSurveys.