Setup and configuration
How do I turn NPS on for my office?
Office administrators can enable NPS in the office settings. If you cannot see the option, you may need admin access or to ask head office to enable it.
Can I run NPS without a CRM?
Yes. Submit a manual review request after each transaction and we will send the survey as part of that journey. See Setting up NPS for more.
Which CRMs and TMS platforms do you connect to?
VaultRE, SkySlope, and Dotloop. Contact support if you use a different platform and want to know whether integration is possible.
When surveys send
When does the NPS survey actually go out?
It depends on whether you use Easy Reviews.
With Easy Reviews on : NPS inherits your Easy Reviews send settings. The combined request goes out at the timing you have configured, with your usual agent-cancel buffer (24h, 48h, 5 days, or whatever you have set).
Without Easy Reviews : NPS sends immediately when we receive confirmation that the property was sold or leased.
See How NPS surveys are sent for the full detail.
Why is this different from before?
NPS used to be sent at settlement, separate from any review request. That meant customers would sometimes leave a review at sale, then receive an NPS weeks or months later, and wonder why we were asking for similar feedback twice. Triggering NPS at sale confirmation, and bundling it with the review where possible, fixes that.
How many reminders do you send?
Up to 6 email reminders over approximately 3 weeks (24h, 2 days, 4 days, 8 days, 14 days, 20 days after the initial request), plus 1 SMS reminder at 7 days if the initial request was sent by SMS as well as email. NPS now uses the same reminder schedule as our review requests. See How NPS surveys are sent for the full breakdown.
What customers see and receive
Will my customer get spammed if they are eligible for both NPS and a review?
No. NPS and reviews are sent as a single coordinated request. Your customer receives one email, not two. Reminders are also coordinated.
What does the customer see when they click the link?
They see one form combining the NPS question and the review prompt. They can complete either or both, in any order, in a single sitting.
Combined feedback form as the customer sees it
What if the NPS was sent first and a review request was added later?
If we already sent the customer an NPS-only request (because Easy Reviews was off at the time) and you then submit a manual review request, we merge the journeys. The timing of when you add the review matters:
Within 2 days of the NPS request, the customer continues on the existing reminder schedule. The next reminder simply asks for both NPS and a review.
More than 2 days after the NPS request, the schedule restarts from the beginning with the combined ask.
Either way, the form they land on now includes both NPS and a review.
Can the customer leave written feedback?
Yes. The form prompts for optional written comments. We pass any written feedback through to your dashboard.
Is NPS feedback visible on my public profile?
Not by default. NPS feedback stays private to your office. If you want to publish positive feedback as a public review, use Reviews to import it. The customer will need to confirm consent through email verification.
Notifications
Will I be notified when a customer completes NPS?
Yes. You will get a notification on submission. If the customer entered a score but did not leave written feedback, the system prompts them for comments before notifying you. Notifications include the score and any feedback.
Can office admins see all feedback?
Yes. All NPS feedback is visible to office admins in the dashboard.
Can listing agents see their own NPS results?
Not directly. Listing agents need admin access to view NPS scores.
Exceptions and removals
Can I stop a survey from being sent to a specific customer?
If you use Easy Reviews, you can cancel within your configured agent-cancel buffer window (24h, 48h, 5 days, or whatever you have set).
Otherwise, you have a few options before the survey sends:
Update or correct the customer's email or phone in your CRM and resync.
Remove the customer's contact details from your CRM.
Disable NPS for the office entirely.
For a single-transaction exception after send, you need head office approval (State or National). Provide the agent name, property address, and customer details.
Can a customer ask for their NPS response to be removed?
Yes, but only the original survey respondent can make the request. They will need to contact our support team directly. There is no other path for removal.
What if my customer's email is wrong?
Update or correct the email in your CRM and resync. As long as the change happens before the survey sends, the request will go to the corrected address.
Score and calculation
How is my NPS calculated?
% Promoters − % Detractors. Passives are not included in the calculation but still appear in your dashboard for context
.
Example: 60 Promoters (60%), 15 Passives (15%), 25 Detractors (25%). 60% − 25% = NPS of 35.
What is a good NPS score?
70 and above : excellent
30 to 70 : great
0 to 30 : good
Below 0 : room to improve
Why is my NPS score not changing much?
Once you have a reasonable response volume, individual responses move the score by less. If you have very few responses, the score swings more with each new entry. Keep an eye on your data completeness if you want a larger, more stable sample.
Survey delivery
Can I see whether a specific survey was sent?
Not directly in the dashboard. If you need to check the status of a specific survey, contact our support team.
Can you send surveys by SMS?
Yes. We send by email if we have one, and by SMS if we only have a phone number.
Why didn't a survey go out for a property?
Most often, this is because we did not have a name plus either an email or phone number for the customer. See Data completeness.
Glossary
A reference guide has been provided for the terminology used across our NPS articles:
Term | Definition |
Detractor (0–6) | A customer unlikely to recommend you and may discourage others. |
Passive (7–8) | A satisfied but unenthusiastic customer. Not included in the NPS® calculation but useful for insight. |
Promoter (9–10) | A highly satisfied customer likely to recommend your business. |
NPS® score | Calculated as % Promoters − % Detractors. Ranges from −100 to 100. |
Score bands | 70+ Excellent • 30–70 Great • 0–30 Good • Below 0 Needs improvement |
Confirmation of sale (or lease) | The point at which a property is confirmed as sold or leased. This triggers NPS® in the combined flow. |
Easy Reviews | Automated review request system that controls timing for combined NPS® + review requests. |
Agent-cancel buffer | A set time window (e.g. 24h, 48h, 5 days) before a request is sent, allowing cancellation. |
Data completeness | Percentage of properties with enough contact details (name + email or phone) to send an NPS® survey. |
CRM | Customer Relationship Management system used to store and manage customer data (e.g. VaultRE). |
TMS | Transaction Management Software used to manage transactions (e.g. SkySlope, Dotloop). |
Full automation | CRM/TMS integration where customer data flows automatically and surveys send without manual steps. |
Partial automation | No integration; review requests are submitted manually after each transaction. |
Manual review request | A form used to manually submit customer and transaction details for sending surveys. |
Combined feedback journey | A unified flow where NPS® and review requests are sent together as one customer request. |