NPS campaigns

A Net Promoter Score (NPS) campaign records the answers of a list of people to one question: how likely are they to recommend you, on a scale from 0 to 10. It measures how people feel about your organisation as a whole, not about one ticket. The NPS tab of CSAT Administration creates campaigns and shows their results. Administrators use it.

Before you start: you need the Administrator role, and the CSAT & Surveys module must be on. Have the e-mail addresses of the people you want to list as recipients. You type or paste them in. QuantumOps does not pick them from HaloPSA.

Create a campaign

1. Open CSAT Administration and select the NPS tab.

2. Select New Campaign. If there are no campaigns yet, select Create Campaign instead.

3. Enter a Campaign Name. It is required.

4. Fill in the other fields if you want to change them:

   Field	What it does
   Description	A note about the campaign. It shows on the campaign card.
   NPS Question	The question recipients see. If you leave it empty, the survey asks How likely are you to recommend our services to a friend or colleague?
   Follow-up Question	The question shown after a recipient chooses a score. If you leave it empty, the survey asks a question that fits the score.
   Email Subject	Optional. QuantumOps stores the subject with the campaign. Launching does not send an e-mail, so no message uses it.
   Expiration Days	How long each recipient's survey link stays open, from 1 to 90. The default is 14.

5. Select Create Campaign. The campaign is saved as a Draft, with no recipients yet.

You can change a draft with the pencil icon (Edit). The dialog saves with Save Changes. Once a campaign is launched, it can no longer be edited.

Launch a campaign

1. On the card of a draft campaign, select the rocket icon (Launch). The Launch Campaign dialog opens.
2. In Recipients (one email per line), paste or type the addresses, one on each line. Lines without an @ sign are ignored. A counter shows how many recipients the dialog found.
3. Select Launch Campaign. The button stays off until the dialog has found at least one address.

Launching records each address and creates a personal survey link for it. A link answers once. The campaign becomes Active, and its Sent figure shows the number of recipients. The links stop working after the Expiration Days you set, counted from the launch.

Launching does not send an e-mail. QuantumOps records the recipients and creates a link for each, but it does not show or send the links.

What recipients see

A recipient who opens a personal survey link sees a page headed We Value Your Opinion. The page needs no sign-in. It shows these parts:

1. The question, either yours or the default.
2. A row of buttons from 0 to 10, with Not at all likely on the left and Extremely likely on the right, and the labels Detractor, Passive and Promoter under the row. A link that carries a score opens the page with that score already chosen.
3. After a score is chosen, a follow-up question and a comment box. The comment is optional. Without a follow-up question of your own, the page asks What do you love most about working with us? for 9 or 10, What could we do to earn a higher score? for 7 or 8, and We're sorry to hear that. What can we do better? for 0 to 6.
4. The Submit Feedback button, and a line that says the answer is confidential.

After the recipient submits, a thank-you card shows the score under Your Score. It is headed Thank You! for 9 or 10, Thanks for Your Feedback! for 7 or 8 and We Hear You for 0 to 6.

A link can be answered only once. Opening it again shows Already Submitted. A link that QuantumOps does not know, or one that has expired, shows Survey Not Found with the line "This survey link is invalid or has expired."

The survey page keeps its own look. It does not use the branding of the Survey Config tab.

Read the results

Each campaign is a card. It shows the status, the NPS score once there are answers, and the figures Sent, Responses and Rate. After the first answer, a bar and a legend show the promoters, passives and detractors as P, N and D. The last line shows Sent and the launch date, or Created and the creation date.

To see the answers, select the list icon (View Responses). It is available on active and completed campaigns. The dialog shows:

• NPS Score: the percentage of promoters minus the percentage of detractors, with the number of responses.
• Promoters (9 or 10), Passives (7 or 8) and Detractors (0 to 6), each with a count and a percentage.
• Score Distribution: a bar for each score from 0 to 10.
• Individual Responses: the newest first. Each shows the score and its group, the recipient's address, the date and the comment.
• Pending Responses: shown once at least one answer is in. It gives how many recipients have not answered, split into how many opened the link and how many did not. The split counts opens, not names.

Until the first answer arrives, the dialog says No responses yet.

Complete or delete a campaign

• Select the check icon (Complete) on an active campaign to mark it Completed. Its results stay available through View Responses.
• Select the bin icon (Delete) on a draft campaign to remove it. There is no confirmation step, and a deleted campaign cannot be restored. Only drafts can be deleted.

NPS and CSAT stay separate

Campaign results appear on this tab, in the NPS panel of the Big Screen, and in QBR Studio when Include NPS campaigns is on (see QBR settings: CSAT sources, metrics and AI). They are never mixed into the CSAT figures. The NPS Score on the Dashboard of CSAT Administration is worked out from CSAT ratings, not from campaigns.

Related pages

• CSAT Administration: the Dashboard, the responses and the other tabs.
• QBR settings: CSAT sources, metrics and AI: include campaign NPS in client reviews.