March 2024

Similar to the Poor Feedback Alert that fires when a customer responds to your NPS® question as a Detractor, you now have a dedicated Passive Feedback Alert that can fire when a customer's NPS response is Passive. In the past, there was a setting on the Poor Feedback Alert that would trigger that alert if the customer's response was Passive. If you had that setting ON, we've migrated you to this new dedicated Passive Feedback Alert already.

Sometimes you need to resend your LoyaltyLoop survey link to customers who deleted your survey invitation email, or made a mistake on their survey response. This new features makes it simple to resend your link. There are 2 different situations, or customer use cases, we address with this feature.

A standard feature of LoyaltyLoop Promoter plan is the process of automatically engaging customers to post reviews on Google when they give feedback. But did you know you can run a Google Review campaign to your survey respondents at any time you want? Use the Campaign feature of LoyaltyLoop Promoter plan to send review requests. Whether you choose to request reviews from all of your survey respondents from last year, just your Promoters from this month, or just select contacts from one company domain, you can create multiple campaigns tailored to each group, helping you increase your Google reviews.

Net Promoter Score, or NPS, is an industry-standard measurement of customer experiences and predictor of future business performance. NPS is a customer loyalty metric that businesses use to understand how their customers truly feel about a product or service. It uses the question, "Would you recommend this company to a friend?" as a way to get the customer thinking outside of the minutia of their personal experience and instead think critically about their relationship with the business.

Airline travel these days can be…frustrating, to say the least. At its worst it can be downright terrible. And when things go wrong, the customer service is usually not much better than the delay or cancellation itself. Despite all the challenges of customer satisfaction in air travel, one airline consistently ranks up top as one of the best airlines for customer service in the economy/basic economy segment – Southwest Airlines. How does Southwest Airlines keep customers so happy? Of course, there is not just one answer - Southwest employs a range of techniques that benefit not only the customer, but also the employees, and the bottom line.