topic Re: Client would like to update the NPS rating in Customer Feedback Tool

Client would like to update the NPS rating

sanicholas — Wed, 03 Mar 2021 01:29:35 GMT

After working with our QA team, a client would like to update the NPS rating he originally left. He no longer has the survey email. Is this possible?

I know I can remove his rating but I don't see an option to resend the survey.

Re: Client would like to update the NPS rating

PamCotton — Wed, 03 Mar 2021 22:57:12 GMT

Hello @sanicholas, I wanted to add some top experts to this conversation to share their thoughts, @warrendavey, @BethanyH, @PeterC what would you recommend to @sanicholas matter?

Thank you,

Pam

Re: Client would like to update the NPS rating

warrendavey — Thu, 04 Mar 2021 00:04:06 GMT

You will probably need to create a new NPS to be sent one-time. The best would be to clone what you have and then only add them as the recipient.

Re: Client would like to update the NPS rating

altalia — Tue, 29 Jun 2021 10:13:19 GMT

What if after creating NPS real-time the same issue still happened. then what to do that time?

Re: Client would like to update the NPS rating

BBole — Tue, 01 Jun 2021 14:03:44 GMT

Yes I am also looking for the same information but this guide is not enough to clear my confusion I need detailed guidance about it please...!

Re: Client would like to update the NPS rating

warrendavey — Tue, 01 Jun 2021 15:50:45 GMT

@BBole - You will need to create a one-time survey and narrow the result of whom it is sent to so it goes to the one person. Do you need a video showing how to create this?

NPS is a Net Promoter Score. Check out it's orgins here: https://en.wikipedia.org/wiki/Net_Promoter

Technically, resending a survey immediately after someone fills it out is not a good practice. The hope is that at the next interval it would improve. For example:

Person A is given a survey this month and gives a score of "6." You reach out and address why they gave such a passive score. The problem is resolved and the client is happy.

Three months later the same Person A is given the survey and now marks it as a "10." The new score is updated and the world rejoices.

The purpose is not to resend a survey immediately but to fix issues and readdress later with the hope of a better score.

NPS should not be used as a review by any means. It is the catalyst to get a good review if you so choose. The real purpose is to see if you are driving customer loyalty which inevitably will increase revenue.