What is NPS?
Net Promoter Score (NPS) is a customer loyalty and satisfaction metric that measures how likely customers are to recommend a company, product, or service to others. It’s based on a single survey question and respondents answer on a scale from 0 to 10 and are categorized as:
Promoters (9–10): Loyal, enthusiastic customers
Passives (7–8): Satisfied but unenthusiastic
Detractors (0–6): Unhappy customers who may discourage others
Step 1: Creating a NPS Survey
Within Hona go to Company Settings on the left menu and select Reputation.
Select the the "Add NPS Template Button".
There you can name and edit the wording of the prompt if you would like. When you are finished, press Save.
You can create multiple NPS Survey's to be sent out in different phases or different project types.
Step 2: Add the NPS Survey to the Desired Phase
Go to the project types tab under company settings & select the phase that you would like to request the NPS Survey.
Scroll down to select "Other Settings". Toggle on "Net Promoter Score Survey" and select which survey you would like to send out from the dropdown. Then select Save.
If you have multiple project types & want the NPS survey sent out for those types, please repeat these steps.
Step 3: Track Responses
To view responses and trends, click on the "Collect" option side menu and navigate to the "NPS" page.
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.
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. If you have any questions or need further assistance, don't hesitate to reach out. If there are any additional questions, please reach out to your dedicated account rep or to [email protected].