How to Use Reputation Management

⚙️ Get set up in four steps: Complete the setup checklist by finishing your online training, uploading your contact list via the provided CSV template, configuring your email landing page, and activating the NPS survey campaign. The client anniversary (customer since date) is essential for the system to run, so be sure to include it in your upload.

📋 Run NPS surveys on autopilot: Once activated, the initial survey goes out immediately to 21 randomly selected clients, then reschedules automatically, sending every 180 days around each client’s anniversary date. This means surveys drip out to your full book of business throughout the year, so responses come in gradually rather than all at once.

💬 Let follow-up campaigns do the heavy lifting: After a survey is submitted, automated follow-up messages are triggered based on the score received. Promoters (9 or 10) can be directed to leave a public Google review, passives (7 or 8) receive a thank-you, and detractors (0 to 6) get a message inviting them to schedule a call so you can address their concerns directly.

🌟 Turn testimonials into website marketing: Written client feedback flows into the Testimonials tab, where you have full control over what goes public. You choose which testimonials to publish to your website, and you can display them on a dedicated reviews page or in a power panel so visitors see your best feedback the moment they land on your site.

🔔 Stay on top of every score with notifications: Enable NPS and testimonial notifications in your settings so nothing falls through the cracks. Low scores are just as valuable as high ones: they often reveal process gaps or misaligned expectations that a quick follow-up call can resolve. Use AI Sidekick to help draft a thoughtful response when you are not sure what to say.