Feedback reimagined

The next generation of NPS is about asking and taking action the right way.

IkeonoFeedback All locations
Net Promoter Score 72+6 this month
Promoters78% Passives16% Detractors6%
Recent responses
ECEmily CarterTyler had my bike tuned the same day.10
JSJames StewartEasy drop-off and a fair price.9
MTMaya TorresGood service, took a few extra days.7
JTJean-Philippe TremblayWaited longer than quoted.Follow up4
Score trendLast 12 weeksResponses: 412
Jul 7Aug 4Sep 1Sep 22
Cedar Street Cycle
Text Message · Today 5:30 PM
Hi Emily, thanks for picking up your bike today. How likely are you to recommend Cedar Street to a friend? Reply 0–10.
10
Thank you! Would you share that on Google? g.page/cedarstreet
Sent automatically
Text Message · SMS
Score 9–10Ask for a review
Score 1–6Alert your team

What’s the next generation of NPS?

Use the simplicity of a text message to ask for your score, repair relationships that need fixing and boost your brand with positive reviews from promoters.

NPS over timeLast 6 months
58
61
60
66
68
72
AprMayJunJulAugSep
Going rightSame-day tune‑upsMentioned by 34 promoters
Can improveRepair wait timesMentioned by 5 detractors

Decisions backed by real feedback

Stop guessing how customers feel. NPS shows you in real time what your team does well and where your process needs work.

NPS by locationThis month
DenverTop location81
Boulder70
Fort Collins55
What Denver does differentlyTexts customers the moment their repair is ready

Built for more than one location

Track feedback for each store on its own or all together. Share what’s working at one location with every location.

Sale or service completed
Cedar Street CycleAutomated · 2 days later
Thanks for stopping in, James. How likely are you to recommend Cedar Street to a friend? Reply 0–10.
9
Promoter

Surveys that send themselves

Connect your POS and Ikeono texts an NPS survey after every sale or service. Choose how long to wait and what to say, and every customer gets asked at the right moment without your team lifting a finger.

Jean-Philippe Tremblay(555) 014-2290SMS
Left NPS feedback
4DetractorUnhappy and unlikely to buy from you again
Sep 18, 10:42 AM
Waited a week longer than quoted for my repair.
Sep 18, 10:43 AM
Tyler Brooks added a private note Called Jean-Philippe and offered a free brake check. He’s coming in Saturday. Sep 18, 11:05 AM
MessageSend

Every score, in context

NPS scores show in your Inbox, right in the thread with the conversation. See the full context, respond when appropriate, and add private notes if you contacted the customer another way.

Do you know your customers?

NPS categorizes your customers into 3 groups

Score 9–10

Promoters

Satisfied and loyal, these customers recommend your business to everyone. Prioritize their loyalty and encourage them to spread the word.

Score 7–8

Passives

Satisfied but not committed enough to be loyal. Focus on turning them into promoters. Otherwise… they may switch to a competitor.

Score 1–6

Detractors

Dissatisfied and can damage your brand through negative reviews and word-of-mouth. Take action to mend relationships and make the necessary changes.

Your next promoter is one text away

Start collecting NPS feedback from every sale and service.

Start Free Trial

Frequently Asked Questions

What is feedback?

Ikeono’s feedback feature gives you the ability to easily ask a net promoter score from your customers via text message. Check out this blog post for more information.

Can I change the feedback question to make it more my own?

Yes. You can edit the wording of the feedback question so it sounds like your business.

What if a customer accidentally responds the wrong score?

The customer can reply again with the correct score, and you can follow up with them directly from your Inbox.

Join the conversation

Fresh perspectives and creative solutions for your business

Read the blog