Annual Survey (NPS) Protocol

This script is to be used by the CS Rep that performs annual survey calls to clients. This is how we get our Net Promoter Score (NPS score). 

Google Sheet For Tracking

Script for Annual Survey

Hello, ______.  My name is _____ and I am calling from Online Chiro/Online Podiatry, we manage your website. May I speak with  the doctor or office manager?

What is this about/may I take a message?

I am calling to about the website and get some feedback. Is Dr. Smith available?

If unavailable we will call back – do not give them our #

If client takes call

Hi _____, my name is _____ and I am calling from Online Chiro/Online Podiatry, we manage your website.

I’m calling today because we are always looking for ways to improve our products and services. One way for us to do this is to ask for feedback from our clients. Do you have a few minutes for me to ask you two questions?

If the client says yes – proceed with questions.

If the client says no – ask if there is a better time to call back or a better person to speak with?

Question # 1

On a scale from 0 to 10 with 0 being not at all likely and 10 being extremely likely

How likely are you to recommend Online Chiro/Online Podiatry to a friend or colleague?

** If the client says, I don’t know of anyone one I can recommend, let them know that it is hypothetically speaking – if they had a friend or colleague looking to build a website, would they recommend Online Chiro/Online Podiatry?


What is the most important reason for your rating?


IF A negative score/feedback: IF a 8 or lower

Thank you so much for this feedback, first I would like to assure you that this is not typical of Online Chiro. We work very hard to please our clients and try our best to make it a great experience. I will be sure to bring up these issues to the management team so we may all learn from this and create a better experience for all of our clients.

Try to address the issue with the client and solve any problem they may have. Be sure to document this in the answer. Once you have (hopefully) solved their problem, document that in the note as well and you can re-ask them the survey question.

If they change their answer, you can put the new rating and note that the rating increased from a 3 to an 8, for example.

Thank you so much for your time and I hope you have a great day.

If a positive feedback (9 or 10)

Dr/Name, thank you so much for your time and support. We really appreciate the feedback. Hope you have a great day!

Completing the annual survey

Update Google sheet

Update note in account

Circle back to VMs and call-backs, NOT declines

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