NPS Surveys
Measure customer satisfaction across every location with one survey program.
Who does what
Hubs design the survey program and read network-wide scores. Workspaces see their own location's responses and trend.
NPS Surveys send a single question, how likely are you to recommend us?, to your customers after a visit, purchase, or service. Flamel collects responses by location, calculates the Net Promoter Score, and surfaces the verbatim comments that drive improvement.
How the program runs
Hub configures the survey program
The Hub sets the channels (email, SMS), the cadence, and the follow-up question shown after the score.
Workspaces bring in customer contacts
Each location imports or syncs customer contacts from Mindbody, a CSV, or a connected POS.
Surveys send automatically
After each interaction, a survey goes out by email or SMS, no manual sending required.
Responses roll up
Each answer feeds a per-location score and a Hub-wide rollup so everyone sees the right view.
Workspaces follow up
Locations reply to detractors directly from the response inbox.
Your workflow
You design the program and watch the network.
Set channels and timing
Open NPS, then Program. Choose your survey channels (email, SMS) and when each survey sends.
Customize the follow-up question
In NPS, then Program, then Follow-up, write the question customers see right after they give their score.
Compare locations by score
Open the NPS Hub view to rank locations by score and see who is trending up or down.
Spot detractor patterns
Open NPS, then Insights to find recurring themes in detractor feedback across the whole network.
You watch your own score and follow up with customers who leave feedback.
Import your contacts
Open NPS, then Contacts, then Import to upload a CSV, or connect a POS so contacts sync automatically.
Check your score and trend
Open the NPS Dashboard to see your current score and how it is moving over time.
Read every response
Open the NPS Inbox to read each customer's score and comment as they come in.
Reply to a detractor
Click a response, then Reply to reach out to a customer who left low feedback.
How NPS is calculated
Every response lands in one of three buckets based on the score the customer gives.
| Response | Bucket |
|---|---|
| 9 to 10 | Promoter |
| 7 to 8 | Passive |
| 0 to 6 | Detractor |
The formula is simple: NPS = % Promoters minus % Detractors.
Reading your score
A score above 0 means you have more promoters than detractors. Above 50 is excellent. Industry medians vary widely, so what matters most is your own trend over time.
Best practice
Send while it is fresh
Send the survey within 24 hours of the interaction so the experience is still top of mind for the customer.
Always follow up with detractors
Reach out to every detractor personally. Recovered detractors often become some of your most loyal customers, and ignored ones quietly leave.
Roll up by location
Roll up scores by location to spot operational issues at a single workspace before they start hitting revenue.