NPS surveys

MMS will automatically send NPS surveys to different audiences based on automated events:

  • A service survey will be sent to a members' customer on behalf of the member, when requested by the member when closing a job in Automation Premium.
  • A meeting survey will be sent to a member, when a meeting is marked as completed.

NPS surveys

NPS stands for net promoter score and they're designed to be a very simple and quick to fill out survey that tries to understand one key question - would someone promote a particular business.

The NPS survey asks a simple question such as "Would you recommend product or service X to your friends and colleagues?" and the respondent has the opportunity to provide a score out of 10.

The following is an example of an NPS survey.

All NPS surveys facilitated by RAS offer a comments section with each question so that the respondent can provide extra detail if they desire.

All surveys are listed in MMS. You can view all surveys by:

  • Logging into MMS.
  • Clicking on NPS surveys.

This list will show all NPS surveys (of both types) and details if the survey has been completed or not.

Clicking on the link in the respondent column will take you to the details of a particular survey. If the survey has been completed, you'll be able to review the exact question asked of the respondent, the scores and comments (if provided).

Meeting surveys

Meeting surveys are automatically sent to members following an FFB meeting being marked as completed. The survey is scheduled to be sent to the member the following day (from when an FFB meeting is marked as completed) at 7am.

The NPS survey asks the member following two questions:
  • Q1. How satisfied are you with your business development meeting on {{date}}?
  • Q2. How satisfied are you with the performance of your local Repco Store?
Along with providing an NPS score (1 - 10) for each question, the member has the opportunity to provide a comment.
Once the NPS survey is completed, the meeting record is updated with the results of the NPS survey.

Survey reminder

If the survey has not been completed within 5 days, we'll send them a follow-up reminder to complete the survey. This happens on the 5th day and only happens once.