Appearance
NPS Surveys
Measure customer loyalty and satisfaction with Net Promoter Score (NPS) surveys. Send surveys via email or SMS, track responses, and identify your promoters and detractors.
What is NPS?
Net Promoter Score is a customer loyalty metric based on one simple question:
"How likely are you to recommend us to a friend or colleague?"
Customers respond on a scale of 0-10, and are categorised into three groups:
| Score | Category | Meaning |
|---|---|---|
| 9-10 | Promoters | Loyal enthusiasts who will refer others |
| 7-8 | Passives | Satisfied but not enthusiastic customers |
| 0-6 | Detractors | Unhappy customers who may damage your brand |
Your NPS score is calculated as: % Promoters - % Detractors
This gives you a score between -100 and +100. Generally:
- Above 0 is good
- Above 50 is excellent
- Above 70 is world-class
Why Use NPS Surveys?
- Measure loyalty - Track how likely customers are to recommend your business
- Identify issues early - Detractor alerts let you address problems before they escalate
- Spot opportunities - Promoters are your best source of referrals and testimonials
- Track trends - Monitor how customer satisfaction changes over time
- Collect feedback - Optional comment field captures specific improvement suggestions
Features
| Feature | Description |
|---|---|
| Email surveys | Send branded surveys via email |
| SMS surveys | Send survey links via text message |
| One-click scoring | Customers click their score directly in the email |
| Bulk sending | Send surveys to multiple contacts at once |
| Smart cooldown | Automatic 90-day cooldown prevents survey fatigue |
| Response tracking | View all responses with scores and feedback |
| Dashboard stats | NPS score, response rate, and trend charts |
| Automation ready | Trigger surveys automatically after job completion |
In This Section
- Understanding Scores - How NPS scoring works
- Sending Surveys - Send individual and bulk surveys
- Viewing Responses - Track responses and analyse results
Quick Start
- Go to NPS Surveys in the main menu
- Click Send Survey to send to an individual contact
- Or click Bulk Send to survey multiple contacts
- Choose your channel (email or SMS)
- Monitor responses as they come in
Automate Your Surveys
Set up automation rules to automatically send NPS surveys after job completion. Go to Settings > Automations and enable the "NPS Survey" rule.
Requirements
To use NPS surveys, you need:
- Active contacts with email addresses (for email surveys) or phone numbers (for SMS surveys)
- SMS credits if sending surveys via SMS
- Owner, Admin, or Office role to send surveys
Cooldown Period
To prevent survey fatigue, YardPilot enforces a 90-day cooldown between surveys to the same contact. If a contact received a survey within the last 90 days, they'll be automatically skipped when sending bulk surveys.
Customising Cooldown
The default cooldown period is 90 days. Contact support if you need to adjust this for your business.