The Customer Feedback page displays an overview of Return Bar Net Promoter Survey (NPS) results. These results evaluate your customer’s experience at the Return Bars. The results are gathered by a post-return survey that is emailed to the customer asking, "Would you recommend Happy Returns to a friend?” They are then given the option to rate their experience from a 0-10 and leave a comment.

This page will not contain data if your organization does not utilize Happy Returns Return Bars.

Net Promoter Score

Overall Net Promoter Score and total responses received. The survey question is, “How likely are you to recommend Happy Returns to a friend?” Best possible score = 100; worst possible score = -100

NPS breakdown by respondent type

• Promoter = 9-10 rating

• Passive = 7-8 rating

• Detractor = 6 or less rating

Note: All detractor scores are investigated by the Happy Returns support team.

Percent of responses by rating

Hover your mouse over each bar to view the exact number of responses.

Customer comments and ratings

Ratings are sorted in chronological order. Ratings include:

• Approved date

• Return location

• Rating

• Comment (optional to the respondent)

Comments only view

The Comment toggle is set to “With Comments only.” Toggling off will display all survey responses, with or without comments.

Date Range

Choose the Date Range selector to view NPS feedback within a specific time period.

Note: You can download raw files of all NPS responses in the Reports section under “Analytics and Reporting.” You can also download raw files of all NPS responses in the Analytics & Reporting section of the Dashboard.