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.
How sending is triggered
Section titled “How sending is triggered”The NPS email is triggered manually only — through the NPS Feedback panel on the offer detail page. There is no automatic trigger when the status switches to Won.
Prerequisite: the offer has been sent (sent_at is set). For a pure draft that was never sent, you cannot create an NPS survey.
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 NPS Feedback panel, click the button to create the survey.
- Flino generates a token and sends the NPS email to the contact — the activity event NPS sent appears in the timeline.
Resend NPS
Section titled “Resend NPS”Did your customer receive the NPS email but never click? You can resend:
- On the offer detail page, in the actions / activity area, find the NPS-related action.
- Clicking opens the modal Resend NPS email? with the note: “The contact has already received an NPS email. Do you want to resend?”
- Confirm.
The old invitation is invalidated, a new one is sent.
What the customer sees
Section titled “What the customer sees”The customer receives an email with a link to a public feedback page (/nps/<token>). No login required, the link is token-protected.
Step 1 — Pick a score
Section titled “Step 1 — Pick a score”Question: “How likely are you to recommend us?”
A scale from 0 to 10 with the labels “0 – Unlikely” and “10 – Very likely”. Next only becomes clickable once a score is selected.
Step 2 — Feedback (optional)
Section titled “Step 2 — Feedback (optional)”“Thanks for your rating. Want to add anything?”
Free-text field, max 2,000 characters. Click Submit.
Step 3 — Confirmation
Section titled “Step 3 — Confirmation”“Thanks for your feedback! — Your rating has been submitted.”
What you see as the provider
Section titled “What you see as the provider”Responses land in the activity events of the offer:
- NPS link created
- NPS sent
- NPS response received — with score and optional feedback text
Failure states from the recipient’s side
Section titled “Failure states from the recipient’s side”| Message | Meaning |
|---|---|
| ”This link is invalid or has expired.” | The token has been used or has expired — request a new one |
| ”There was a problem. Please try again later.” | Network error during submit; a second attempt usually works |
Language of the feedback page
Section titled “Language of the feedback page”The page is shown in the language stored for the contact (German or English); without one, Flino falls back to the browser language and finally to German.
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