April 7 — NPS surveys for ConnectWise Manage customers

New features

Net Promoter Score (NPS) surveys for ConnectWise Manage users

SmileBack's Net Promoter Score (NPS) functionality is now fully released and ready for use by all our ConnectWise Manage customers. NPS is an increasingly popular and effective tool for gauging customer satisfaction and predicting customer loyalty. More on NPS as a customer satisfaction measure 

This first release of our NPS product includes the following key features:

Create and manage customized NPS surveys

Thanks to our NPS email campaign creation tool you can create and customize different surveys. You can set when you'd like a certain campaign to run for the first time, if it repeats and how often it does. You also have the ability to customize the appearance of the emails sent and the text displayed in the comment and "thank you" pages.

Increase your deliverability rate

You can choose whether your NPS survey emails are sent from your domain or from us. This will help make sure that your NPS survey emails arrive in your customer’s inboxes, and increase your chances of receiving a response.

Easily choose and import your survey recipient contacts from ConnectWise Manage

We've designed a no fuss tool so that you can select your survey recipients by importing and filtering your contacts from ConnectWise Manage. All you need to do is make sure your contact lists are well-maintained so that you can use our filtering feature to its fullest!

Segmented feedback is better feedback

Once you start receiving NPS responses, you'll be able to view them in your NPS dashboard. You'll then be able to see your NPS score for all your clients that responded. Depending on what insights you'd like to get you can filter the data by company, company type, contact type and other filters used when you first imported the contacts.

Control which team members have access to NPS

In your Users settings page you can select which users in the SmileBack app have access to the NPS features and which ones can manage campaigns and change NPS settings.

Read our full, step-by-step instructions here. Or Start using NPS now!

We can help you create your first campaign: Book a call with us

This is only the initial release of our NPS product, and we will continue to develop and improve it, adding new features and enhancements on an regular, iterative basis.

New integration with Captain's Chair

You can now connect to your SmileBack data if you have a Captain's Chair system in place. Our integration allows you Captain's Chair to connect to SmileBack and fetch your reviews so that they can be used for data visualization, reports and on your dashboards.

Read our full, step-by-step instructions here to successfully integrate both apps.