NPS feedback after a won offer
Flino has a built-in Net Promoter Score (NPS): a short survey you can use to collect customer feedback after a successfully closed offer. Each offer has one survey and one response.
Where you start the survey
Section titled “Where you start the survey”The offer detail page has the Customer feedback (NPS) card. The badge in the top right shows the state: Not started, Scheduled (link created), Sent, or Completed (response received).
There is no automatic start when the status switches to Won. You create the link yourself and send it by hand or via a sequence.
Prerequisite: the offer has been sent, i.e. recorded with delivery status “Sent” or sent through Flino at least once. For a pure draft no NPS link can be created; the card then shows “Could not create link. Please try again later.”
Step by step
Section titled “Step by step”- Open the detail page of the offer whose recipient you want to ask for feedback.
- In the Customer feedback (NPS) card, click Create NPS link. Flino generates a public link that is valid for 30 days (“Valid until …”). The activity event NPS link created appears in the timeline.
- Send the link in one of the three ways below.
Sending the link
Section titled “Sending the link”- Send NPS email: Flino sends the offer’s contact a short email with the link (subject “Kurzes Feedback zu unserem Angebot”, German text in the formal “Sie” form). It is sent through a connected Gmail mailbox of your organisation; if only Outlook is connected, this button fails. The card then switches to Sent and NPS sent appears in the timeline.
- Copy link or Copy text template: you send the link yourself. The text template is a ready-made German email text in the formal “Sie” form that already contains the link.
- Via a sequence: steps of type NPS email (automatic) in a follow-up sequence send the link on a schedule, via Gmail or Outlook, with informal or formal address. Under Sequences → After project completion there is the Customer feedback template with three emails for this. NPS steps keep running when the offer is set to Won. You must create the link in the card beforehand; if it is missing, Flino sends nothing and logs Send failed.
Resend NPS
Section titled “Resend NPS”Did your customer receive the NPS email but never click? You can resend:
- When the card shows Sent, click Resend.
- The modal Resend NPS email? opens with the note: “The contact has already received an NPS email. Do you want to send it again?”
- Confirm with Resend.
The same link is sent again; no new invitation is created. If the link has expired, the card shows “This link has expired. Please create a new one.” and the Create new link button.
What the customer sees
Section titled “What the customer sees”The customer opens the link on a public feedback page (/nps/<token>). No login required, the link is token-protected. At the top it shows the company name from your sender details (or your name as a fallback).
The feedback page is currently available in German only. The texts below are quoted as the customer sees them, with a translation in brackets.
Step 1: Pick a score
Section titled “Step 1: Pick a score”Question: “Wie wahrscheinlich würdest du uns weiterempfehlen?” (How likely are you to recommend us?)
A scale from 0 to 10 with the labels “0 – Unwahrscheinlich” (unlikely) and “10 – Sehr wahrscheinlich” (very likely). Weiter → (next) only becomes clickable once a score is selected.
Step 2: Feedback (optional)
Section titled “Step 2: Feedback (optional)”“Möchtest du uns noch etwas mitteilen?” (Anything else you’d like to tell us?), with the chosen rating below (e.g. “Deine Bewertung: 9/10”).
Free-text field, max 2,000 characters. Click Absenden (submit); ← Zurück (back) lets the customer change the score.
Step 3: Confirmation
Section titled “Step 3: Confirmation”“Danke für dein Feedback!” and “Deine Bewertung wurde erfolgreich übermittelt.” (Thanks for your feedback, your rating has been submitted.)
What you see as the provider
Section titled “What you see as the provider”In the Customer feedback (NPS) card, Latest response shows the score (e.g. 9/10) with the comment. The survey is then Completed; no new link is possible for this offer.
The offer’s activity events (and History) contain:
- NPS link created
- NPS sent
- NPS response received, with score and the beginning of the feedback text
Failure states from the recipient’s side
Section titled “Failure states from the recipient’s side”| Message | Meaning |
|---|---|
| ”Dieser Link ist ungültig oder abgelaufen.” (This link is invalid or has expired.) | The link has expired, has already been used, or the survey is completed. Only the provider can create a new link, as long as no response exists yet |
| ”Es gab ein Problem. Bitte später erneut versuchen.” (There was a problem, please try again later.) | Error while submitting; a second attempt usually works |
Language of the feedback page
Section titled “Language of the feedback page”The feedback page is currently German only, regardless of the contact’s language, and addresses the customer informally (“du”). The email sent via Send NPS email and the text template are German as well and use the formal “Sie”.
What NPS in Flino is and what it isn’t
Section titled “What NPS in Flino is and what it isn’t”NPS here is a lightweight survey per closed offer. It is:
- A simple score plus optional comment
- Token-based, no recipient login
It is not:
- A full-fledged survey platform
- A dashboard with industry benchmarks
- A multi-step survey with conditional questions