What happens when someone leaves a Net Promoter Score?
Fuse provides an option to ask customers for a Google Review after they give an NPS score on the landing page. You can toggle the option to leave a Google review on or off under
Agency and Locations >
NPS Configurations in your Fuse admin.
If this option is turned off, customers who give an NPS score will never be asked to also leave a Google Review
If this option is turned on, customers who give any NPS score will also be asked to leave a Google review as long as the Agency's overall NPS score is 65 or higher. If the Agency's overall NPS score is below 65, then nobody will be asked to leave a Google Review until the overall NPS score reaches 65 or higher.
Emails sent - Logo will pull from Settings > Agency and Locations > Email Theme & Colors
When no email theme is set, for NPS survey email logo is pulled from Settings > Agency and Locations > Location Logo, all other emails will have no logo.
NPS Landing Page - Logo will pull from Settings > Agency and Locations > Location Logo
Standard Flow Overview
If you have Google Reviews toggled off or if you have Google Reviews turned on but your current overall NPS score is below 65, then this is the flow that your users will experience:
Google Review Flow Overview
For this flow to be activated, you first need to turn on your NPS campaign and run it until your NPS score is greater than 65. If you have a low NPS score, please contact us for advice on how to improve this number.
In this flow, everyone will be asked to leave a review on Google, even those who gave you a score of 1. This is by design. Google does not allow selectively asking people to leave a review on Google.
We believe this is the correct approach: authentic reviews are good for users, and therefore, as long as your review is authentic they will not be removed from Google.
The above is a visual representation of the NPS landing page process. It is designed to generate more online reviews. Below we dive into each step in more detail.
With your Net Promoter Score survey, users are asked to score your agency between 0 and 10 via an email like this:
If a user leaves a 9 or a 10, we deliver a promoter-specific landing page.
Promoter Landing Page
Here we encourage the user to leave feedback. These testimonials are captured in Fuse for later use.
Google Review Page
If you're using the Google Review flow, then we'll prompt all users, even those who gave you a low mark, to leave a review on Google.
The promoters can be identified in Fuse for further marketing follow-up. It is possible to use Fuse to customize your own Referral or Reviews campaign based on these users.
Neutrals and Detractors
If someone leaves a seven or eight (Neutral) or a zero to six (Detractor) we encourage them to leave feedback so your agency can learn.
If the user left feedback, they are then sent to this thank-you page:
We strongly recommend that you follow up with all NPS feedback.
Related Help Articles:
NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.