Key Terms
Key Terms
Required to know for this article specifically:
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Account owned by the Business
Business User = An individual account within a Hona Business Org
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. Which Hona features and settings are accessible to each User is determined by their User Role.
Client = Client of the Business
End-user of Hona Client and its features
Hona Client = Hona Client Portal interface where Clients can interact with Hona features
Business Users build Hona Client features in their Hona Business Org
Important to know in general:
"Project" is used interchangeably with "case" and "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = 2-way messages sent through Hona's 2-Way Messaging feature (typically sent via text)
Notifications = messages sent to the Client to notify them of Hona features you have configured (Project Type case updates, Forms, E-Signature requests, Review requests, etc). These are sent based on the Client's Notification Preferences.
What is an NPS survey?
What is an NPS survey?
Short for Net Promoter Score survey — these are a simple tool Businesses use to measure Client satisfaction and loyalty.
In Hona, these surveys appear in the Client's Portal after a Phase change occurs in their case tracker. When the Client opens their Portal to read the contents of the new Phase they are in, they are prompted to answer the 1-10 rating survey first. The question of the survey can be configured to by what the Business would like to collect feedback on.
Goal
By the end of this article, Business Users will know how to set up and use NPS (Net Promoter Score) surveys to collect meaningful client feedback and measure overall client satisfaction directly within their Hona Client Portal experience. This article guides Business Users through creating an NPS survey, customizing the survey question, and attaching it to specific Project Phases to automatically prompt Clients for feedback at key points in their case journey.
Overviews of Steps
1. Access Hona Reputation
From the side-bar in your Hona Business Org, select Company Settings → Reputation
2. Create an NPS Survey
Under NPS Templates, select (+) Add NPS Template
Your new template will be automatically configured with the standard NPS feedback question. You can edit this question to ask the feedback you are hoping to collect. One survey can be used for multiple Phases, and you can create as many surveys as you would like in Hona.
What should I put in ___ field?
What should I put in ___ field?
Name = This is the internal name of the survey. Your Clients will not see this, but other Hona Business Users will.
Prompt = This is the question that will display to your Client on their NPS Survey when it appears in their Portal
Pipe Text
Personalize your message by adding pipe text like [Contact First Name] and when the message delivers to your Client, their name will autofill in the pipe text.
3. Add NPS Survey to Desired Phase(s)
Leave the Reputation tab and enter your Project Types tab. Open the Phase you want to attach your NPS Survey to, scroll down, and open the "Other Settings."
In a Phase's "Other Settings" you will find a section for Net Promoter Score Survey. Enable the feature for your open Phase and then select which survey you would like to appear during that Phase. You can add the same survey to as many Phases as you would like, but you can only have 1 NPS survey per Phase.
Visual walkthrough below:
FAQs
Where can I watch a video walkthrough of setting up an NPS Survey?
Where can I watch a video walkthrough of setting up an NPS Survey?
Do my Clients receive a notification to complete their NPS Survey?
Do my Clients receive a notification to complete their NPS Survey?
No. Your Clients will typically receive a Phase Change Message notifying them of an update to their case. When they click on the link in this notification, it will open into their Portal and before they can read about their update, they are prompted to respond to the NPS Survey. They have the option to skip the survey if they would like.
How do I get notified when a Clients submits their response to an NPS Survey?
How do I get notified when a Clients submits their response to an NPS Survey?
You will need to configure your Notification Settings to trigger this notification to you. To learn how to do this, visit Configuring Business User Notification Settings.
How do I track responses to my NPS Surveys?
How do I track responses to my NPS Surveys?
To view responses and trends, open the side-bar in Hona and go to Collect → NPS. In this page you can view responses for your firm and trends overtime. If you have multiple surveys, you can also filter to a specific survey by clicking on "NPS Breakdown" in the top right corner.
I want to ask multiple questions for feedback, why can I only attach one survey to a single Phase?
I want to ask multiple questions for feedback, why can I only attach one survey to a single Phase?
NPS Surveys are built to be casual and non-invasive. You receive Client feedback passively through their passive responses. Your Clients are much more likely to forego providing feedback if it takes them too much time.
That being said, if you want multiple-question Client feedback, we suggest creating a Form and then automating it during the Phase you want that feedback in. This will make it so the feedback request triggers a notification to your Client, as well as reminders if they do not complete the Form. This tool is better utilized for collecting non-passive feedback that requires more Client engagement.
You can visit our support page here for Getting Started: Forms or How to Build a Hona Form.
Conclusion
With these simple steps, you've successfully set up the NPS feature in Hona, allowing you to gather valuable feedback from your clients and track customer satisfaction. For any questions or concerns, chat with our support team or reach out to us directly at [email protected].