Net Promoter Score & Communication
Net Promoter Scores (NPS) for your Return Bar
After a customer completes a return at your location, Happy Returns emails them a survey asking them to rate their experience from 0-10 (10 being the best). Shoppers also have an opportunity to leave a comment.
NPS Survey Question: How likely are you to recommend Happy Returns to a friend?
Scores have three categories:
Scores 9 and 10 are promoters of the experience
Scores 8 and 7 are passive to the experience
Scores 6 and below are detracted from the experience
The NPS is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as a number between -100 and +100.
For instance, if you have 25% Promoters, 55% Passives, and 20% Detractors, the NPS will be +5.
All comments and scores are shared with your management team. Happy Returns also loves to share positive customer comments and highlights! If there are ever any negative comments, we will reach out to work with your team.
Communication from Happy Returns
Notices & Alerts
Happy Returns will reach out via email when there is an app or merchant outage. We’ll notify you of status updates and any necessary troubleshooting steps.
Additionally, when there are app or operational changes, we’ll send an email with all of the necessary information to keep you informed.