Getting started
Set up, read and use a feedback survey (NPS)
A feedback survey asks your clients how likely they are to recommend you and turns the answers into a Net Promoter Score. The answers stay with you, nothing is published.
TL;DR in 5 steps
- When you create the space, choose the type "Feedback survey". It can't be changed later.
- Under "Survey", check the two questions and the limits of the three groups.
- Under "Thank-you page", decide what promoters, passives and detractors see after sending.
- Share the survey link or print the QR code.
- Read the answers under "Responses" and the Net Promoter Score under "Evaluation".
What is a feedback survey?
In a feedback survey, Mocha asks a single question: "How likely are you to recommend us?" The person answers with a number from 0 to 10 and can give a reason. From all the answers, Mocha calculates the Net Promoter Score (NPS), a figure for how satisfied your clients are that you can compare month by month.
A survey is a type of space of its own. When to choose which type:
- Collect testimonials: clients write a review, you approve it and show it on your website with a widget. Choose this if others should read your reviews.
- Feedback survey: clients give a number and a reason, and you see the NPS and its trend. Choose this if you want to know internally how satisfied your clients are and react quickly to criticism. Nothing is published.
You can combine the two: after the survey, promoters can be asked to write a public review (see below).
Create and share a survey
Choose the type
On "Your Spaces", click "New Space". The dialog asks "What do you want to do?". Choose "Feedback survey" and enter the name as usual. You can't change the type later.
Share the link or the QR code
The address of the survey sits at the top of the space navigation. Copy the link and send it by email, or open a QR code under "QR code" to put up in the waiting room or at the reception desk. More on printing is under QR code.
What your clients go through
- The person sees your main question and picks a number from 0 ("not at all likely") to 10 ("extremely likely").
- They can write a reason for their choice. The field is optional.
- Name and email address are optional as well. Anyone who gives them confirms your consent text for that.
- After sending, the person sees the thank-you page of their group: promoters, passives or detractors.
You can reword both questions: under "Survey" you will find "Main question" and "Question about the reason". If you leave the fields empty, the default questions in the space language apply.
The three groups and their limits
Every number belongs to a group. Mocha starts with the usual NPS split:
| Group | Scores by default | Meaning |
|---|---|---|
| Detractors | 0 to 6 | Unhappy, unlikely to recommend you |
| Passives | 7 and 8 | Satisfied, but not enthusiastic |
| Promoters | 9 and 10 | Happy to recommend you |
Under "Survey", in the "Groups" section, you change the limits with "Highest score of detractors" and "Highest score of passives". "Restore default" resets both. Two rules apply: every group keeps at least one score, and 10 is always a promoter.
How the NPS is calculated
The NPS is the share of promoters minus the share of detractors, in percent. The result lies between -100 and 100 and is rounded to a whole number. Passives only count in the total number of responses: they do not raise or lower the NPS directly, but they make the shares of the other groups smaller.
An example with 100 responses: 50 promoters, 30 passives and 20 detractors. Promoters are 50 percent, detractors 20 percent, so the NPS is 50 minus 20, which is 30.
What happens after sending
Under "Thank-you page" in the "Form" group, you set a heading and a text for each group. Mocha comes with a default for each.
- Promoters can be asked for a public review. Under "Request for a public review", choose "No request", "Testimonial form" (one of your review forms in the same account) or "Google profile" (a profile has to be linked in the settings for that). The thank-you page then shows a button that leads there. Name, score and text from the survey are never carried over: the person writes their review afresh and gives consent afresh there.
- Passives see a neutral thank-you, without a further request.
- Detractors read that your team will get in touch, but only if they gave an email address. Without one, they see a text without that promise. You also get an email straight away for every critical response, not in a collected message later. You turn this on or off with "Email me right away". The email goes to the space's notification address or, if you haven't set one, to your account address.
View and export responses
Under "Responses" in the "Collect" group you will find all responses to the survey with score, group, reason, date and name. Use "Filter by group" to show only detractors, passives or promoters. "Export CSV" downloads the responses as a table. You delete a single response in the "More actions" menu with "Delete response", which can't be undone.
Evaluation
The "Evaluation" section shows the Net Promoter Score, how the responses split across the groups, the number of responses per score from 0 to 10 and the trend of the NPS over the last twelve months. Months without responses stay empty in the trend.
Monthly summary
With Pro and Pro Plus, Mocha summarises the responses of the month before every month. The summary sits at the top of "Responses" and arrives by email if notifications are on for the space. It shows the NPS with the change against the month before, the number of responses per group and the themes from the reasons: what promoters mentioned and what detractors did.
Mocha calculates the numbers itself. Only the themes are written by AI from the reasons, without names and without scores. It takes at least three responses in the month, at least one of them with a reason. On the Free plan, Mocha shows a hint about Pro in this place.
Link, QR code and widget
A survey has no "Widget" section, because there is nothing to show on your website. The QR code stays useful: put up in the waiting room or at the reception desk, it takes your clients straight to the survey.
Consent and privacy
Anyone who gives a name or an email address consents to the internal evaluation and, if they gave an email address, to being contacted about their feedback. The suggested text states explicitly that the answers are not published. You can adjust it under "Privacy". Mocha stores the wording and the time of the consent with the response. Whether the text is enough for your case is something to clarify with your data protection adviser.
Voice input
Next to the text field for the reason, a button with a microphone appears. With it, respondents can speak their reason instead of typing. The recording is sent to a service provider to be converted to text and is deleted afterwards. The text lands in the field and can be edited before sending. Voice input is available on all plans and only appears if it has been set up for Mocha, so there is nothing for you to configure. Mention it in your privacy policy if your clients use it.