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Promoter redirection: how to redirect NPS promoters to external websites

Promoter Redirection is a feature within Customerly’s Net Promoter Score (NPS) system that allows businesses to redirect their most satisfied customers—those who rate their experience with a 9 or 10—directly to an external website. This is particularly useful for encouraging positive reviews on platforms like G2, Trustpilot, or other review sites that influence potential customers.

Raluca Stoica
Written by Raluca StoicaLast update 17 days ago

Why use promoter redirection?

Redirecting promoters to review platforms or other relevant pages has several benefits:

  • Increase positive reviews: Happy customers are more likely to leave glowing reviews, boosting your brand’s online reputation.

  • Enhance credibility: More positive reviews on external sites help build trust with potential customers.

  • Encourage word-of-mouth marketing: Promoters are already satisfied with your service, making them excellent advocates for your brand.

How does it work?

  1. Collect NPS scores: When a customer submits an NPS survey through Customerly, their response is categorized as:

    • Promoters (9-10) – Highly satisfied customers

    • Passives (7-8) – Neutral customers

    • Detractors (0-6) – Unhappy customers

  1. Trigger redirection: If a user selects a score of 9 or 10, they are given an option to leave a review on a designated external website.

  1. Customize your redirect URL: Businesses can set the specific URL where promoters will be redirected, such as a G2 review page, a testimonial submission form, or a referral program landing page.

How to set up promoter redirection in Customerly

  1. Navigate to NPS Settings

    • Go to the Project Settings in your Customerly dashboard.

    • Click on Feedback and select Net Promoter Score.

  2. Set Up Your Audience

  3. Configure Delivery Settings

  4. Activate Promoter Redirection

    • To gather more reviews, enable Promoter Redirection:

    • Redirect contacts who score 9 or 10 on the survey to a review service.

    • Add the URL of the review platform (e.g., Trustpilot).

Promoter Redirection is a powerful way to turn customer satisfaction into brand advocacy. By guiding promoters to leave reviews on platforms like G2, businesses can improve their online reputation and attract new customers.

Set up this feature today to start maximizing your NPS strategy! 🚀

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