The purpose of this Magento extension (hereafter application) is to generate a customer loyalty score
based on the NPS (Net Promoter Score) concept. The web shop manager uses the NPS, to optimize, track
and develop the business and keep customers happy/loyal.
The application will check all shipped sales orders once a day and at a fixed time and send out an email
invitation to the customers. The mail invitation contains configurable text and a link/url to the web shop,
where the NPS survey is hosted.
Clicking the link will show a short survey that consists of only 2 static questions. When survey is finished,
the results from the surveys are stored in the Magento database.
Based on these survey results, an overall NPS score is calculated for the web shop, which is visible on a
small dashboard inside Magento system, as an “overall customer loyalty indicator”
The NPS survey also contains an “open question”, where respondents can type in feedback/comments text
to the web shop manager. These comments shall be visible in a message list inside the Magento
administration section, together with the score given.
The web shop manager can click these messages and create a reply back to the respondent. If a reply is
made, the application will create a new message dialog, enabling message history and threading.
Any replies from web shop manager to the customer is sent using email and includes a link/url that allows
customer to make replies. Clicking the link in the mail will bring up a page showing message history and the
option to reply back.