Settings in the Applause admin portal allows you to configure notifications and manage customer feedback related to Net Promoter Scores (NPS).
Key features include:
Admin Notifications: You can set up email alerts for specific NPS-related events, such as when a customer provides an NPS rating, leaves a comment with their rating, or leaves a tip. You can customize the alert frequency and limit notifications to specific NPS values.
Notification Recipients: To receive these alerts, add the desired email addresses in the "Email(s) to alert" field under the Admin Notifications section of the Location page in the admin portal. Multiple emails can be added, separated by spaces, commas, or by pressing tab/return.
To configure these settings, navigate to the admin portal, select "Locations," choose the relevant location, and update the Admin Notifications section as needed.
Only admins with the appropriate notifications set up will receive these low-score alerts, allowing them to take appropriate action.
This setup ensures that only designated admins are notified about important NPS feedback and can respond accordingly.
NPS Due Diligence in your NPS dedicated page
A structured process to evaluate customer satisfaction and loyalty metrics (NPS) as part of an audit, performance review, or quality control initiative.
The NPS due diligence process involves assigning a follow-up task to a team member via the Admin Portal to address customer feedback and work toward a resolution.
Process Overview:
Assign the Issue
- When an NPS response is received, especially from a Detractor (score 0–6), the issue should be assigned to a team member responsible for customer follow-up.
- In the settings page of NPS, you can ensure that the notification for the assignment of diligence is toggled to on. Then you can make another admin or super admin user the assignee, and they are notified with an email to their email that is set-up to their Applause account.
Follow-Up & Resolution
- The assigned team member contacts the customer to investigate the issue, offer a resolution, or gather more context.
Update the Portal
- After follow-up, the team member can:
Mark the issue as resolved, or
Leave relevant notes about the conversation or outcome.
Note: These notes are only visible in the Admin Portal and are not shared with customers.
"Ignore a Rating" Option
On the NPS page in the Admin Portal, users have the option to “Ignore a Rating,” which allows them to exclude a specific score from contributing to the overall NPS calculation.
Note: But this is a permission that has to be approved/turned on by a Super Admin. To give access to ignore a rating so that it is not considered in the calculation for the overall NPS score.
Frequently Asked Questions
Q: Is there an additional cost for this feature?
A: No, this feature is included in your current subscription at no extra charge.
Q: How do I set this up?
A: Go to your Admin Portal and select the NPS tab on the left column. Make sure your user has either of the permissions for "Due Diligence" turned on. Those are "Can assign" and "Can resolve"