Fran Metrics

For Franchisors
& Franchisees

2022-01-03 18:08:00

Google Reviews - New KPI Integration

Fran Metrics is excited to share that we are launching the ability to access a new KPI within our platform at the end of January, 2022. It will integrate with your Organization’s Google Reviews and calculate a “Net Promoter Score”.

A Net Promoter Score is a valuable metric that gauges how willing a customer is to recommend a product or service to others. This is helpful for determining brand loyalty and overall customer satisfaction.

Benefits this New Feature Provides:

  1. Track Google Reviews- All of your Google Reviews will be accessible so you can use this KPI to inform ongoing business decisions.
  2. Directly Respond to Reviews- Show your appreciation to customers who take the time to leave a review or address a concern directly through the platform. You can also filter reviews to quickly see which ones are awaiting replies.
  3. Track Response Time- Evaluate how long it takes someone from within your organization to respond to a customer review.

More about Net Promoter Scores:

As part of their Google Review, everyone is asked: “How likely are you to recommend “Your Organization” to others?” Depending on their response, your customers will be rated as Promoters, Passives, or Detractors.

Your Net Promoter Score is calculated using the formula:
NPS = % of Promoters ( — ) % of Detractors