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Customer satisfaction (NPS) module

NPS survey software: your customers' score, store by store

Know whether your customers would recommend you

After an online order, an in-store sale, an appointment or a repair, your customer gets one question: would you recommend us? You track your NPS store by store and read what your customers write.

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Trustpilot 4.6/5 — Google 5.0/5

One question for your customers, a score out of 10, and an NPS you follow store by store.
Ideal for retailers with several stores

Would your customers recommend you?

After each visit, your customer receives an email with a scale from 0 to 10. They pick a score, add a comment if they wish, and the answer lands in your dashboard.

  • Sent automatically, with nothing to type in

  • No new survey within the interval you set

  • Unsubscribes respected on every send

0 to 10

the scale of the recommendation question

4 moments

to trigger the survey: online order, in-store sale, appointment, repair

Measure customer satisfaction without losing your days to it

The Customer satisfaction (NPS) module sends your customers a survey after an online order, an in-store sale, an appointment or a repair. Each customer gives a score from 0 to 10 and can leave a comment. The dashboard calculates your Net Promoter Score and breaks it down by store and by staff member.

Without a dedicated tool, satisfaction is guesswork: a Google review now and then, a remark at the counter. You cannot tell which store is slipping or which team brings customers back.

The module adds to Local reputation: public reviews on one side, each customer's private score on the other, in the same place.

Who is Customer satisfaction (NPS) for?

  • Retailers with several stores
  • Repair workshops
  • Appointment-based businesses
  • Online shops
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What our NPS survey software does
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The survey goes out on its own, at the right moment

You tick the moments that trigger the survey: online order, in-store sale to a named customer, completed appointment or bike handed back after a repair. The email goes out without you lifting a finger. A minimum interval stops the same customer being asked twice, and anyone who unsubscribes receives nothing more.

  • Four triggers
    Order, in-store sale, appointment and repair, each switched on separately
  • Minimum interval
    The same customer gets no new survey within the number of days you choose
  • Manual survey
    You can also send a survey to a specific address at any time
Automatic surveys switched on, and the resulting NPS score

Your score, store by store

The dashboard calculates your NPS: the share of promoters, who score 9 or 10, minus the share of detractors, who score 0 to 6. You follow its trend month by month, compare your stores and staff, and read the latest comments left by your customers.

  • Monthly trend
    Each month's score, and the trend over the last 30 days
  • By store and by staff member
    The salesperson, the mechanic or the person who handled the appointment
  • Verbatims
    Your customers' comments, filtered by promoters, passives or detractors
  • Response rate
    The number of surveys sent and the share answered
The NPS score per store and per salesperson or mechanic

A simple, reliable response page

In the email, your customer clicks their score from 0 to 10. A page with your logo opens, with that score already selected and a field for a comment. They confirm, and they can change their answer later. An email security scanner that opens the link never records a score in their place.

  • No account needed
    A personal, signed link for each survey
  • Score preselected
    The score clicked in the email is already selected
  • No false answers
    Only the submit button records the score, never a simple click
The survey answer page: a score from 0 to 10 and an optional comment

Your Listen360 history, brought across

Leaving Listen360? Import the CSV export of your responses: scores, comments, dates, stores and staff members join your dashboard. A dry run first shows what will be imported, which rows are rejected and which are duplicates. Importing the same file again creates no duplicates, and your trend keeps its past years.

  • Dry run first
    You see the imported and rejected rows, with the reason
  • Duplicates flagged
    A response already there is never counted twice
  • Columns recognised
    Separator, header language and quotes are read automatically
The latest comments, including those imported from the Listen360 history

Your NPS survey up and running in 3 steps

Setting up an NPS survey takes three steps: choose the moments that trigger it, let your customers answer from the email, then read the score and comments in the dashboard. Automatic sending stays off until you switch it on, and your Listen360 history can come across from day one.

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The Satisfaction tab, with automatic surveys switched on Step 01

You choose the triggers

Online order, in-store sale, appointment or repair: you tick the moments that matter and the minimum interval between two surveys to the same customer.

The question asked to the customer, with the 0 to 10 scale Step 02

Your customers answer

They get one question, pick a score from 0 to 10 and add a comment if they wish. No account to create.

The monthly NPS trend and each store's score Step 03

You track your score

Your NPS updates with every answer, by store and by staff member. The comments tell you what to keep and what to fix.

Modules that complement your satisfaction survey

Every activated module strengthens the others

Visibility & acquisition

Local reputation

Your Google profile, finally under control.

The prerequisite: your Google reviews and Business Profile, next to your NPS.

Discover
Visibility & acquisition

Reviews & testimonials

Your best reviews, showcased on your website.

Your best reviews displayed on your website.

Discover
Commerce & payments

Workshop

Every repair tracked from booking to invoice.

The survey goes out when the repaired bike is handed back.

Discover
Customer relationships

Support & tickets

No customer request goes unanswered.

Satisfaction ticket by ticket, for your customer support.

Discover
Explore all modules

Customer satisfaction (NPS): connected to your tools

  • Listen360

    Imports your response history from a CSV file

  • Full e-commerce

    Survey after every online order

  • Bookings & appointments

    Survey after a completed appointment

  • Workshop

    Survey when the repaired bike is handed back

What the Customer satisfaction (NPS) module includes

À la carte, preferential rate with Booster

What's included

  • NPS from 0 to 10 and monthly trend
  • Breakdown by store and by staff member
  • Automatic and manual surveys
  • Listen360 history import (CSV)

Requires: Local reputation

Which trades is the Customer satisfaction (NPS) module built for?

Customer satisfaction (NPS) is not built for a single trade. Each page below presents a business that features this module: what its website does, the other modules useful to that trade and the pack prices. Open the one that matches your business to see the module in context.

Clear plans. No surprises.

Choose the pack that matches your goals. Not an imaginary budget.

KickStarter

Get seen

€ 69/month

24 months · set-up € 249

1 h/month of project management

worth € 95 Project manager hours valued at € 95 per hour excl. VAT. Not cumulative: hours not used in a month do not carry over.

Get started. Properly.

Your essential online presence, professional from day one.

What's included

  • A site of up to 6 pages, in your colours
  • A responsive template, fitted to your logo
  • Technical SEO: speed and structure
  • Mini-CRM: every enquiry in a record
  • Your performance in your dashboard
Start now

GlowUp

Generate opportunities

€ 149/month

24 months · set-up € 699

3 h/month of project management

worth € 285 Project manager hours valued at € 95 per hour excl. VAT. Not cumulative: hours not used in a month do not carry over.

Most recommended

Take it to the next level.

A professional presence and visibility that works for you.

What's included

  • Everything in KickStarter, plus:
  • A fully bespoke site
  • Up to 6 tailored pages
  • 1 SEO article a month
  • Visibility on Google and AI search engines
  • Full CRM and Analytics Pro
Start now

Booster

Scale intelligently

€ 299/month

24 months · set-up € 1,490

6 h/month of project management

worth € 570 Project manager hours valued at € 95 per hour excl. VAT. Not cumulative: hours not used in a month do not carry over.

A 360° digital presence.

Strategy, content, visibility, branding. Everything is there. Everything works together.

What's included

  • Everything in GlowUp, plus:
  • A bespoke site of up to 15 pages
  • Your brand guidelines
  • SEO Boost: 2 pieces of content a month
  • A dedicated SEO and multichannel strategy
  • 2 business modules of your choice
Start now

Included in every subscription

Hello! We’re the ones looking after your website.

  • A dedicated project manager1, 3 or 6 hours a month for your changes and the monthly review.

  • A reply within 1 working dayFrom someone who knows your project.

  • Hosting and maintenanceSecurity, backups and domain name included.

Discover our support
Modules
After the commitment
Your site is paid for: your pack moves to a follow-on rate with no commitment. KickStarter: hosting only, €450/year. GlowUp: €99/month with 1 hour of project management. Booster: €199/month with 3 hours.
Over 12 months
You carry on at the same price until you have paid the equivalent of the one-off price, or you settle the difference.
One-off price
The build of the site only, with no project manager or Eazyclick OS. Hosting billed separately: €450/year. All prices excl. VAT.

Project manager hours valued at € 95 per hour excl. VAT. Not cumulative: hours not used in a month do not carry over.

Need a bespoke plan?

Further reading

Guides
Integrations

Questions? We have answers.

 View all FAQs

What is NPS?

Net Promoter Score measures how likely your customers are to recommend you. Each one answers from 0 to 10: 9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors. The score is the share of promoters minus the share of detractors, from -100 to +100. Our customer satisfaction survey guide explains the calculation.

When is the satisfaction survey sent?

After the moments you tick: online order, in-store sale to a named customer, completed appointment or bike handed back after a repair. Automatic sending stays off until you switch it on. A minimum interval stops the same customer being asked twice, and you can also send a survey manually.

Can I import my Listen360 history?

Yes. You import the Listen360 CSV export, and a dry run first shows the imported rows, the rejected rows with their reason and the duplicates. Scores, comments, dates, stores and staff members then join your dashboard. Importing the same file twice never doubles a response.

How is this different from Google reviews?

A Google review is public: anyone can read it on your Business Profile. An NPS response is private: it lands in your dashboard with the 0 to 10 score and the customer's comment. You manage Google reviews in the Local reputation module, and your NPS sits right next to it, in Customer satisfaction.

How is this different from support ticket satisfaction?

The Support & tickets module asks customers whether they are happy with how their request was resolved, ticket by ticket. The NPS survey measures something else: how likely they are to recommend you after a purchase, an appointment or a repair. The first rates your support, the second the whole experience.

Do I need the Local reputation module?

Yes. Customer satisfaction (NPS) adds to the Local reputation module, which manages your Google Business Profile and reviews. Both sit in the same place: your profile's public rating on one side, your surveys' private score on the other. The module has no published price yet, so let's discuss it on a call.

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