Net Promoter Score (NPS)

Net Promoter Score (NPS) is a key metric used to measure customer loyalty by assessing how likely clients are to recommend your business. A higher NPS often indicates stronger word-of-mouth referrals and better customer retention, making it a valuable predictor of business growth. Additionally, low scores can highlight areas for improvement, allowing businesses to address customer concerns and enhance their overall experience.

Things to know:

• This feature is available as a paid add-on. To add it to your account, please contact your account manager or reach out to customer service at support@mytime.com. 
• The ability to configure the net promoter score (NPS) automated message template is governed by the "Accessing Automated Messages" access control setting.
• The NPS template can be customized at both the parent and the child levels.
• The NPS notification can be sent via email or SMS once the appointment is completed.
  • To receive SMS notifications, the client must have a valid phone number on file and be single-opted in for transactional SMS.
  • To receive email notifications, the client must have a valid email address on file and be opted in for transactional emails.
• Based on their responses, clients fall into one of three categories:
  • Promoters (9-10): Loyal, highly satisfied clients who are likely to recommend your business
  • Passives (7-8): Generally satisfied but unenthusiastic clients who may switch to competitors
  • Detractors (0–6): Unhappy clients who may discourage others from using your service
• If a client selects a rating between 0 and 6, a "Chat With a Team Member" button will appear. Clicking this button allows them to send an email directly to the location's email address.
  
• The NPS is calculated as % promoters minus % detractors.  The result is a number ranging from -100 to +100:
  • -100: All clients are Detractors
  • +100: All clients are Promoters
• Interpreting the NPS Range:
  • Below 0 (Negative Score): More detractors than promoters, indicating major client satisfaction issues
  • 0 to 30: Moderate score, suggesting room for improvement
  • 31 to 70: Strong score, showing a solid base of loyal clients
  • 71 to 100: Excellent score, reflecting high satisfaction and strong recommendations
• Notification Requirements
  • SMS Notifications: Clients must have a valid phone number on file and be single-opted in to receive transactional SMS.
  • Email Notifications: Clients must have a valid email address on file and be opted in to receive transactional emails.
• SMS Segment Calculation & Billing

  • SMS costs are calculated per segment, not per message. Carriers treat each segment as a separate message for delivery and billing, so every segment is counted and charged individually. This billing method is determined by carriers and is not specific to MyTime.

  • Segments per message are based on length and encoding

  • Encoding Standards 

    • GSM Encoding:

      • GSM-encoded messages (standard letters, numbers, and symbols) allow up to 160 characters per segment. 

      • If the message is longer than 160 characters, it will be split into concatenated segments of 153 characters each.

    • UCS-2 Encoding:

      • UCS-2 messages (special characters, emojis, or non-Latin alphabets) allow up to 70 characters per segment. 

      • If the message is longer than 70 characters, it will be split into concatenated segments of 67 characters each.
        

      • Even a single emoji forces UCS-2 encoding, reducing per-segment capacity and potentially doubling the number of segments.

    • Note: Concatenation headers are hidden data that let the recipient’s phone reassemble multiple segments into a single message.

  • Each recipient receives their own copy, so the number of segments per message is multiplied by the number of recipients to calculate billing. Example: A 2-segment message sent to 50 recipients counts as 100 billable segments. If each segment costs $0.02, the total cost would be 100 × $0.02 = $2.00.

  • Learn more about SMS segments & billing here
    

Contents:

• Configuring the Net Promoter Score (NPS) Automated Message Template
• Clients Completing the NPS

Configuring the Net Promoter Score (NPS) Automated Message Template

1. Navigate to Marketing > Automated Messages 
2. Scroll down to locate the Net Promoter Score section
   
3. The template is activated by default but can be customize: 
   • Send After [X] Appointment(s): Choose a frequency between 1 and 25 appointments.
   • Send It X - X After The Appointment(s): Set a delay in hours, days, or weeks.
   • Send Once: Choose to send the request once
   • Send After Every X Appointment(s) Thereafter: Decide whether to continue sending requests until a score is provided:
     • Stop sending NPS request once a score is given: Once the client submits a review, no further NPS requests will be sent
     • Don't send NPs request if a request was made within the last X month(s): The client will not receive an NPS request if a request was made within the specified window.
   • Delivery By: Select how the NPS request is sent, email or text message. You can specify a fallback delivery method (email, SMS) when the primary method is unavailable.
     • Use if available: This is the primary method that will be attempted first
     • Use if other methods are not available: This method will be attempted if the primary option is unavailable (because contact information is not on file or the user opted out)
     • Never Use: This method will not be used, even if none of the other options are available
   • Reply-to name: This is the name that appears when clients reply to an automated email. By default, it is pulled from the business name set on the Business Profile page.
   • Subject: The subject line of the email as it will appear in the client’s inbox.
   • To edit the body of the email:
     • Hover over the highlighted sections and click on the edit icon to modify
     • Use the text editor to format your template. Advanced users can insert HTML for customization
4. Click 'Save' when finished  
   

Clients Completing the NPS

When clients receive the NPS request via email or SMS, they can submit their response by simply clicking their selected score. Here's how it works:

1. Clients receive an NPS request via email or text message. They click a number (0–10) to rate their experience.
2. They are redirected to complete the NPS survey, where they can: 
   • Adjust their selected score
   • Provide additional feedback in a text box 
3. They click Submit and receive a confirmation message:
   
   • Positive Review: A confirmation message appears with an option to book an appointment. 
   • Negative Review: A confirmation message appears with an option to Chat with a Team Member, directing them to the Support page to submit a ticket.
   • Neutral Review: A confirmation message appears with an option to book an appointment. 
     

For more information, contact us at support@mytime.com or (385) 233-6964. 

Related Article:

Net Promoter Score (NPS) Report

Transactional vs Marketing Automated Messages

Customizing Automated Messages