Currently within the Applause mobile app, the visibility and notification options for low NPS scores, negative comments or negative reviews are provided only to those with admin access to Reports and/or Reviews in the Applause admin portal. Most management teams of home service companies prefer their employees to NOT be notified of these "detractors" for a few reasons.
They do not want their employees to be de-motivated
The office staff or customer service teams are best suited to reach out and handle any issues with customers.
By the time the employee may be made aware of the detractor, by having to go back to the previous job to fix it, workflow and schedules are disrupted.
Because these low scores not showing in the mobile app view, a service worker may wonder why their NPS score is lower when seeing all 9s and 10s for NPS scores in their "My Activity" feed. Any score lower than a 9 does not display in "My Activity" feed of the mobile app, nor does the service worker receive a notification. Just those with admin access and that have set-up the appropriate notifications will receive the lower NPS scores submitted by customers so they can take appropriate action.
Managing NPS scores in the admin portal
Admin notifications for low NPS scores
For the teams in charge of being notified about low scores, these notifications can be set up with adding an email in the appropriate Applause location you're looking to receive them for.
From the Home page of the Admin portal, click "Locations" then the corresponding location you need to add in an email for. Towards the bottom of the page is the "Admin notifications" card. Here you can add in emails and the different notifications your are looking to receive.
NPS Management Tool
In your menu on the left hand side of the admin portal, you will also find the NPS page. In this page you can see all of your submitted NPS scores, and associated comments. This page allows you to assign these among other admin users for "due diligence". These helps you accurately track and follow up with customers who are not fully satisfied.
In this section you can also "ignore ratings" with the appropriate permissions.