Hona makes it easy for your clients to respond to Net Promoter Score (NPS) surveys. This guide walks you through exactly what the client experience looks like and how they submit their response.
What is an NPS Survey?
An NPS survey is a quick one-question survey that usually asks how likely a client is to recommend your company. However, Hona allows you to customize the NPS question and allows you to create multiple NPS surveys that can be sent throughout the client journey.
How Clients Receive the Survey
Clients will receive the NPS survey as part of the phase update notifications.
Example of what the client sees when they receive the survey
(Note: The video below shows the app experience. If the client does not have the app their experience will take them to a web browser instead of the app)
Experience if the survey is Skipped:
What Happens After They Submit?
Once the response is submitted:
The score and feedback are logged in the client's account.
You can view and track NPS scores in the "NPS" section under "Collect", or by navigating to "Review" in the project itself.
Common Questions
Can clients change their response?
No, once a response is submitted, it is final.
Will I be notified when a client responds?
You’ll receive a notification based on your account settings preference.
Can I resend an NPS survey to a client?
No, once the NPS is submitted or skipped the client will not receive it again
Can I send more than one NPS survey?
Yes, more than one survey can be sent to a client. To do this, you need to have multiple NPS templates and have them assigned at different phases.
Need Help?
If you have any questions about NPS surveys or client responses, feel free to contact us at [email protected].