NPS and Guest Feedback
Interpret location-scoped NPS, coupon ratings, and anonymous feedback recovery
Two separate measures
| Measure | Scale | Meaning |
|---|---|---|
| NPS | 0–10 | Detractor 0–6, passive 7–8, promoter 9–10. |
| Coupon feedback | 1–5 | Optional rating after a completed coupon redemption. |
NPS is 100 * (promoters - detractors) / responseCount, with passives in the
denominator. The manager UI displays NPS and percentages to at most one decimal.
An available period with no responses shows No NPS responses rather than zero.
Invalid scope, date, timezone, or failed reads display unavailable. Coupon feedback
has its own response count and nullable average; do not combine its ratings with NPS.
Reading the dashboard
Choose one authorized restaurant or all authorized restaurants. Date ranges follow the restaurant's local civil dates, with the end date excluded. Filters and Refresh request a new uncached view. Latest response displays the newest response timestamp in the manager's device timezone.
Published survey questions, scale, labels, contact mode, and thank-you content belong to an immutable instrument version. Reports retain the version that the guest answered, rather than silently applying later edits to old responses.
Guest submission and privacy
The approved NPS mode is anonymous-only. The guest form renders no name, email, phone, or contact/marketing consent control. The server also removes submitted contact values; the response creates no Contact, callback, or marketing record. Do not request identifying details to investigate an anonymous response.
If a submission reply is lost, the guest flow keeps the same submission attempt and checks its accepted result. A pending or unavailable result is not confirmed completion. Do not ask the guest to submit again as a new attempt while the original outcome is unresolved.
When a restaurant has a configured public review URL, the same neutral review link is available to all scores. An absent URL means no review action. Low-score internal alerts are separate from public review access.
Alerts and recovery
Coupon ratings 1–3 can produce internal alerts through durable delivery. A delayed or failed notification does not undo the completed redemption or saved feedback. Anonymous NPS may contribute privacy-safe internal sentiment events, but it creates no contactable Operations Inbox recovery case.
Optional and required NPS contact modes remain dormant future modes. Do not promise callbacks, marketing enrolment, or Inbox recovery until the approved contact policy and rollout gates are active. Coupon terms and a saved customer identity are not callback or marketing consent.
See Coupons, Contacts, the guest feature contract, and Manager Guide: NPS and Guest Recovery.