Customer sentiment
NPS and Customer Feedback
The current score, how responses break down, and what customers actually wrote.
What it does
Feedback that collects itself
Asking a customer how the visit went is the kind of thing that never gets done when it depends on a person remembering. Purio sends the survey automatically after a delivery, a completed work order, or an install, using the contact details already on the customer record.
Responses roll into a Net Promoter score with promoters, passives, and detractors broken out, so you can see whether last quarter's staffing change helped and whether one location is carrying the average for the rest.
The comments matter more than the number. Verbatim feedback stays attached to the customer and the property it came from, and low scores surface as follow up rather than sitting in a report nobody opens. A detractor who gets a call back is often the account you keep.
What's included
Automatic sending
Surveys triggered by a delivery, a completed work order, or an install.
Net Promoter score
Promoters, passives, and detractors scored the standard way.
Score over time
Watch the trend rather than one snapshot.
Response breakdown
See how the score is composed, promoters against detractors, and which locations moved it.
Verbatim feedback
What the customer wrote, kept on their record.
Detractor follow up
Low scores surface for the office to call back.
Per location
Compare branches instead of averaging them together.
Dealership wording
Surveys use the same branding and wording rules as your other messages.
Questions about surveys and feedback
What feedback connects to
Find out what customers think before they cancel.
Surveys that fire off real events and land in one feedback hub.