NPS must be enabled and configured by the Applause team. We’ll work with you to ensure the setup match with your goals and provides a smooth, effective experience for your customers.
For guidance on enabling or customizing NPS fields, please reach out to your Customer Success Manager.
The first step in NPS configuration is to enable both the NPS score rating and enable NPS commenting to receive customer feedback.
*Note this is configured by Applause internally
This setup helps you gather both quantitative ratings and qualitative feedback, giving you a fuller picture of the customer experience.
NPS fields support dynamic text variables, allowing you to personalize messages for each customer.
Available Dynamic Variables:
{{company.name}}– Inserts your customer facing business name from your General section in your location.{{companyUser.firstName}}– Inserts the first name of the company user sending the message based on who completed the job or what employee is tied to the request.{{customer.firstName}}– Inserts the first name of the customer receiving the message as received from the completed job from your CRM information or the first name field if the request is sent out manually.
Using these variables helps create a professional, personalized and engaging experience for your customers.
By default, unless public review frequency is disabled, customers are first asked to leave a Google review. If a customer has already submitted a Google review through Applause and then receives another review request for a completed job, they will instead be prompted to leave an internal NPS rating (NPS score).
Example NPS Question: Based on {{companyUser.firstName}}'s work today, how likely are you to refer {{company.name}}?
In the screenshot example below, this is the screen a customer sees when they receive an NPS mode review request.
Positive NPS
The Positive NPS rating 10-Point Scale lets you set the minimum score that will trigger the positive feedback flow. When a customer selects a rating at or above this score, you can customize the message they see in the Positive NPS Body field.
Example Positive NPS Body:
Thanks for your feedback. We're glad you had a good experience.
Example of what Customers See:
Negative NPS
For ratings below your set minimum positive score, you can customize the message shown in the screen.
Example Negative NPS Body: Thanks for your feedback. We're sorry that you had a poor experience.
Example Comment title: Feedback makes us better
Example Comment body: Let us know what happened and how we can make things right.
Example of what Customers See:
Note: Technicians don’t see low NPS scores or negative reviews in the mobile app. Only Admins with Reports and Reviews access can view these, so office staff can handle any issues while keeping employees focused on positive performance.
Moreover, there’s currently no way to give techs visibility into low scores—Admins get the notifications to take action as needed.
NPS admin notifications
The last part of this configuration is customizing alert frequency and adding an email address to receive notifications when certain conditions are met:
Toggle on NPS Rating ≤: Receive email alerts whenever a customer provides an NPS rating less than or equal to the value set.
Toggle on NPS Comment ≤: Receive email alerts whenever a customer adds a comment with an NPS rating less than or equal to the value set.
This ensures you’re notified promptly about lower ratings or comments that may require follow-up.
