SmartCustomer gives you multiple ways to collect Net Promoter Score (NPS) feedback from your customers.

You can:

Choose the option that best fits your workflow.

Standalone NPS surveys are designed specifically for collecting customer satisfaction and loyalty feedback.

You can distribute standalone NPS surveys using two collection methods:

Customer Upload allows SmartCustomer to send NPS survey invitations directly to your customers.

Before sending surveys, create the survey template you want recipients to receive.

Navigate to:

Net Promoter Score → NPS Settings → Survey Settings

Configure your survey:

Navigate to:

Net Promoter Score → NPS Settings → Email Settings

Customize:

Navigate to:

Net Promoter Score → NPS Collection → Customer Upload

Select the survey template you want to send.

Upload a CSV file containing your customer list.

The Email Address column is required.

Additional optional fields include:

After processing your file, SmartCustomer displays:

If any rows cannot be processed, an error report will be available for download.

Survey Links allow you to distribute standalone NPS surveys through your own communication channels.

Navigate to:

Net Promoter Score → NPS Collection → Survey Link

Select the survey template you want to use.

SmartCustomer automatically generates a unique survey URL for that template.

You can share the survey link through:

Advanced Survey Links allow you to pre-populate customer information and associate responses with specific customer records.

Optional parameters include:

Use the built-in Link Generator to create properly formatted URLs and test links before distributing them.

In addition to standalone surveys, you can also include NPS questions and Custom Questions in your review collection workflows.

Supported review survey types include:

This allows you to collect customer satisfaction feedback while also requesting reviews, giving you additional insight without requiring customers to complete a separate survey.

Instant Feedback is typically presented immediately after a customer interaction, such as a purchase or service experience.

You can add:

Responses are recorded alongside your Instant Feedback results.

Feedback Surveys allow you to collect reviews and additional customer feedback using a customizable survey.

You can include:

This provides additional customer insights while continuing to collect reviews through your existing workflow.

Custom Questions are shared across SmartCustomer's survey tools.

Questions created in the Custom Questions library can be used in:

This allows you to maintain consistent customer feedback across multiple survey types without recreating questions.