NPS Surveys
Measure customer satisfaction across every location with one survey program.
Hubs design the survey program and read network-wide scores; workspaces see their own location's responses and trend.
NPS Surveys send a single question — how likely are you to recommend us? — to your customers after a visit, purchase, or service. Flamel collects responses by location, calculates Net Promoter Score, and surfaces the verbatim comments that drive improvement.
How it works
- Hub configures the survey program — channels, cadence, and the follow-up question shown after the score.
- Workspaces import or sync customer contacts from Mindbody, a CSV, or a connected POS.
- Surveys send automatically by email or SMS after each interaction.
- Responses roll up into a per-location score and a Hub-wide rollup.
- Workspaces follow up with detractors directly from the response inbox.
Pick your side
You design the program and watch the network.
| Task | Where |
|---|---|
| Set survey channels (email, SMS) and timing | NPS → Program |
| Customize the follow-up question | NPS → Program → Follow-up |
| Compare locations by score | NPS → Hub view |
| Spot detractor patterns across the network | NPS → Insights |
You watch your own score and follow up with customers who leave feedback.
| Task | Where |
|---|---|
| See your current score and trend | NPS → Dashboard |
| Read every response | NPS → Inbox |
| Reply to a detractor | Click a response → Reply |
| Import contacts | NPS → Contacts → Import or connect a POS |
How NPS is calculated
| Response | Bucket |
|---|---|
| 9 – 10 | Promoter |
| 7 – 8 | Passive |
| 0 – 6 | Detractor |
NPS = % Promoters − % Detractors. A score above 0 means more promoters than detractors. Above 50 is excellent. Industry medians vary widely; what matters is your trend.
Best practice
Send within 24 hours of the interaction so the experience is fresh. Always follow up with detractors personally — recovered detractors become some of the most loyal customers. Roll up scores by location to spot operational issues before they hit revenue.