> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinkrr.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# NPS Survey

> The **NPS Survey** Scenario automates post-checkout feedback calls for Hostaway-connected properties. The AI Agent contacts guests after checkout to measure satisfaction, capture Net Promoter Score (NPS) responses, and escalate negative feedback to property managers for follow-up.

## Details

The **NPS Survey Scenario** is one of the two outbound projects automatically included with every property connected through **Hostaway**. Once your Hostaway account is connected, each property in thinkrr comes preloaded with two default outbound scenarios — the **Welcome Call** and the **NPS Survey**.

You can enable or disable these scenarios individually per property. When disabled, they remain inactive and will not trigger any outbound calls.

> 💡 **Note:** You can configure these scenarios only **after** a property has been added — either manually or via a connected Hostaway account.

This Scenario is designed to collect post-checkout feedback from guests automatically after their stay. Using synced Hostaway data — including the guest’s name, booking details, and property information — the AI Agent places a call to thank the guest for their stay, measure satisfaction, and record feedback. Based on the guest’s sentiment, the AI can escalate issues to a property manager, collect neutral feedback, or send a review link to happy guests.

***

## Key Features

1. **Purpose**
   * Automate post-checkout feedback collection.
   * Capture satisfaction scores (NPS) directly through voice interaction.
   * Escalate negative responses for immediate follow-up.
   * Drive more positive reviews with automated SMS follow-ups.

**Customizable User Input Fields**

The **NPS Survey** Scenario provides structured, customizable fields that control how the AI speaks, responds, and behaves throughout the call. These inputs are divided into categories for clarity — allowing you to tailor tone, timing, and message flow to fit your property’s communication style.

Each field can be configured with scripted or prompted text, and many support dynamic values such as `{client_firstname}`, `{property_name}`, or `{representative_name}` for personalization. The structure mirrors other outbound scenarios in thinkrr, making it easy to reuse familiar patterns across projects.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/NPSSurvey.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=53ce8e22c8d9f08b459a21e77f7d2312" alt="" width="2183" height="603" data-path="NPSSurvey.png" />
</Frame>

***

### Greeting & Call Intro

* **Initial Greeting** – The opening line to identify the caller and confirm the guest’s identity.
* **Call Follow-up Message** – A short line that sets up the survey question.
* **Representative Name** – The manager or rep name to reference on the call.
* **Company Name** – The business or brand name to reference.
* **Agent Guidelines** – Brief guardrails on tone/behavior (concise rules only).
* **Time of the Call** – The call is automatically triggered **the day after checkout** at the time you specify.\
  Example: If you set it to **10:00 AM**, the call will be made at 10:00 AM local property time.
  > ⚠️ **Important:** Ensure your call time is set during standard post-checkout hours so guests receive the call after their stay has ended.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/GreetingNCallIntro.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=eee1ac2a853eee8c4623c9f1f4f60fd5" alt="" width="2132" height="430" data-path="GreetingNCallIntro.png" />
</Frame>

### Follow Up Preferences

* **Enable SMS** – Toggle to send a follow-up text after the call.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/Followuppref.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=16f9819fada49c54f20240e09cccf421" alt="" width="1079" height="148" data-path="Followuppref.png" />
</Frame>

### Sentiment Based Response

* **Positive Sentiment Response** – What the AI says when the guest is happy.
* **Positive Follow-up Message** – Optional SMS text for happy guests.
* **Neutral Sentiment Response** – What the AI says for mixed/neutral feedback.
* **Neutral Follow-up Message** – Optional SMS text for neutral cases.
* **Negative Sentiment Response** – What the AI says when the guest is unhappy.
* **Negative Follow-up Message** – Optional SMS text for unhappy guests.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/SentimentResponse.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=5d2c965a83812661c7ce338021d48a86" alt="" width="2136" height="491" data-path="SentimentResponse.png" />
</Frame>

### Closing & Objection Handling

* **Closing Statement** – The final line to end the call politely.
* **FAQ** – Short answers to common questions you expect here.
* **Objection Handling** – Brief guidance/scripts for typical pushbacks.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/ObjectionNHandling.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=3ffbf32e469c04264ffaa63b66275e7f" alt="" width="2137" height="356" data-path="ObjectionNHandling.png" />
</Frame>

### Voice Mail

* **Voicemail Message** – The message to leave if the guest doesn’t answer.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/Iu9jHiPp47fj5lCL/voicemailset.png?fit=max&auto=format&n=Iu9jHiPp47fj5lCL&q=85&s=17e7f350179c9b871dab86eb208fc02f" alt="" width="1056" height="212" data-path="voicemailset.png" />
</Frame>

***

## Example Configuration

**Greeting & Call Intro**

* **Initial Greeting**\
  Hello, this is {ai_agent_name}. Am I speaking with {client_firstname}?
* **Call Follow-up Message**\
  Thanks for staying with us at {property_name}. I’d love to quickly ask about your experience.
* **Representative Name**\
  Jordan Lee
* **Company Name**\
  Seaside Villas
* **Agent Guidelines**\
  Be friendly and concise; avoid jargon; acknowledge feedback; escalate issues.
* **Time of the Call**\
  18:00

**Follow Up Preferences**

* **Enable SMS**\
  Yes

**Sentiment Based Response**

* **Positive Sentiment Response**\
  That’s wonderful to hear! We’re so glad you enjoyed your stay.
* **Positive Follow-up Message**\
  Thanks so much for the feedback — I’ll text you a quick link to share a review.
* **Neutral Sentiment Response**\
  Thank you for sharing. If there’s anything we could improve, I’ll pass your notes to {representative_name}.
* **Neutral Follow-up Message**\
  Appreciate the input — replying to this text with any suggestions is super helpful.
* **Negative Sentiment Response**\
  I’m really sorry to hear that, {client_firstname}. I’ll notify {representative_name} right away so our team can follow up.
* **Negative Follow-up Message**\
  I’ve flagged this for our team — you’ll hear from us shortly. Thanks for letting us know.

**Closing & Objection Handling**

* **Closing Statement**\
  Thank you for your time today, have a great day!
* **FAQ**\
  Late checkout availability; parking info; deposit/hold release timing.
* **Objection Handling**\
  If busy: offer a quick follow-up window. If uninterested: thank them and end politely.

**Voice Mail**

* **Voicemail Message**\
  Hi, this is {ai_agent_name} with {company_name}. Thanks again for staying at {property_name}. I’m reaching out for a quick feedback call — I’ll also send a short text in case that’s easier. Have a great day!

***

## FAQs & Troubleshooting

### General Questions

<AccordionGroup>
  <Accordion title="When does the NPS Survey call trigger?" icon="message-question" iconType="duotone">
    The call is automatically placed **the day after checkout** at the time you specify.\
    Example: If set to 10:00 AM, the call will be made at 10:00 AM local property time.
  </Accordion>

  <Accordion title="How does the AI handle different guest responses?" icon="message-question" iconType="duotone">
    The AI uses conditional logic based on sentiment detection. Positive responses trigger review links, neutral responses collect feedback, and negative responses escalate to management.
  </Accordion>

  <Accordion title="Can I edit the core question or tone?" icon="message-question" iconType="duotone">
    Yes, every message field can be customized in the Scenario configuration panel under the property’s **Outbound** tab.
  </Accordion>
</AccordionGroup>

### Configuration

<AccordionGroup>
  <Accordion title="Can I change when the call happens?" icon="gear" iconType="duotone">
    You can choose the time of day for the call to happen.\
    The call is always made **one day after checkout** at your chosen time.
  </Accordion>

  <Accordion title="Does the Scenario support SMS follow-ups?" icon="gear" iconType="duotone">
    Yes. You can enable automatic SMS follow-ups for guests who provide positive feedback, typically containing a review link.
  </Accordion>

  <Accordion title="Do I need Hostaway connected for this to work?" icon="gear" iconType="duotone">
    Yes. The NPS Survey Scenario relies on Hostaway data to identify guests, reservations, and check-out details. Manual properties do not currently support automated outbound surveys.
  </Accordion>
</AccordionGroup>

### Usage and Results

<AccordionGroup>
  <Accordion title="Where can I see NPS responses?" icon="book-open" iconType="duotone">
    All call records and guest feedback logs appear under the **Outbound** tab and **Property Activity Log** in thinkrr.
  </Accordion>

  <Accordion title="Can negative feedback trigger alerts?" icon="book-open" iconType="duotone">
    Yes. You can configure escalation workflows so that any negative response automatically sends a notification or triggers a follow-up task for the manager.
  </Accordion>
</AccordionGroup>

***

For additional questions or guidance, try using our [**Virtual Support Agent**](/Thinkrr-Support-Agent)!\
Available 24/7 to help resolve most issues quickly at [thinkrr.ai/support](https://thinkrr.ai/support).

If you still need assistance, visit our support site at [help.thinkrr.ai](http://help.thinkrr.ai) and submit a [Ticket](/Support-Ticket-System) or contact our team directly at [hello@thinkrr.ai](mailto:hello@thinkrr.ai).