This article explains when NPS surveys go out, what your customer receives, and how reminders work.
When we send
NPS triggers at confirmation of sale or lease. This is a change from how NPS used to work, when it was sent at settlement.
There are two send paths, depending on whether your office uses Easy Reviews.
If you use Easy Reviews
NPS inherits your Easy Reviews send settings. The combined NPS + review request goes out together, following the timing and agent-cancel buffer you have configured.
For example, if you have Easy Reviews set to send 5 days after sale confirmation with reminder emails to you at 24h, 48h, and 5 days before send, the combined request will follow that same schedule. You can still cancel within the buffer window if needed.
If you do not use Easy Reviews
NPS sends as soon as we receive confirmation that the property was sold (or leased) and we have the customer's contact details. There is no agent-cancel buffer in this case.
If you later submit a manual review request for the same customer, the two journeys merge:
Within 2 days of the NPS request being sent, the customer continues on the existing schedule. The next reminder simply asks for both NPS and a review.
More than 2 days after the NPS request was sent, the schedule restarts from the beginning with the combined ask.
Either way, any link in any email lands the customer on the same combined page.
How we send
We send by email if we have an email address on file. If we also have a phone number, we send by SMS at the same time, so your customer can respond from whichever channel they check first. If we only have a phone number, we send by SMS.
If we have neither, we cannot send. See Data completeness for how to keep your contact data healthy.
What your customer receives
Depending if Easy Reviews is turned on or off, your customer will either receive an NPS email or a Review Request email. Screenshots below.
NPS Only email includes:
A short message attributing the survey to your office.
The NPS question on a 0 to 10 scale.
An unsubscribe link.
Review & NPS Email includes:
A short message attributing the survey to the agent and office.
Prompt to leave a review
An unsubscribe link.
NPS Only Email Request
Example customer email with NPS and review form embedded
The combined feedback form as the customer sees it once they click through
If the customer initially received an NPS-only email (because Easy Reviews was off at the time) and you later add a review request, the same email link will now take them to the combined form.
Reminders
If your customer has not responded to the initial request, we follow up. NPS now uses the same reminder schedule as review requests.
Email reminders (up to 6, over approximately 3 weeks):
Reminder 1: 24 hours after the initial request
Reminder 2: 24 hours after Reminder 1
Reminder 3: 2 days after Reminder 2
Reminder 4: 4 days after Reminder 3
Reminder 5: 6 days after Reminder 4
Reminder 6: 6 days after Reminder 5
SMS reminder (if the initial request included SMS as well as email):
1 SMS reminder, 7 days after the initial request.
If your customer responds at any point, reminders stop. If they have completed one part but not the other (e.g. submitted an NPS score but skipped the review), reminders continue for the unfinished part only.
What happens after they respond
You get a notification on submission, including the score and any written feedback.
Office admins can see the response in the office dashboard.
NPS feedback stays private to your office. It is not shown on the agent's public RateMyAgent profile unless the customer is asked separately through Reviews and consents.
If the customer answered the review part as well, that review appears on your profile per your usual review settings.
Stopping a survey
If you use Easy Reviews, you can cancel within your configured agent-cancel buffer (24h, 48h, 5 days, or whatever you have set).
Once the request has sent, NPS surveys cannot be cancelled except by the customer unsubscribing. If you need to prevent a survey from going out after that point, you have a few options:
Update or remove the customer's contact details before the send window.
Ask head office to apply a single-transaction exception (state or national office only).
See NPS FAQ for more on managing exceptions.