When a tour has been completed, you can send your customers an automated email with a review link where the customer can review your tour. The customer will be asked for a written review and for a net promoter score review (see more information on NPS at the bottom of the article)
The net promoter score is data that is available to you on your Bokun account, as well as the reviews that you will be able to add to your website.
How to send a review link to your customers
You can set up an automated message with a review link to be delivered a few days after the tour. If you're not familiar with setting up automated messages, here's an article that guides you though the steps.
Navigate to the gear icon in the top right corner, select "Automated messages" and add a new message. Fill in the required fields and make sure you've selected for your message to be delivered after the tour. Add the review link to your message by clicking on the "Review link" in message body.
Example of how the review e-mail and review pages look like
Here is an example of an e-mail with a review link:
When your customer selects the review link, they get redirected to this review page:
Where to see your reviews in Bókun
Navigate to "Reports" > "Review dashboard.
"Review Dashboard" contains the statistics for your "Rating" and your "Net promoter score". You can filter your review statistics by product type and individual products.
"Incoming Reviews" a list view of the bookings you have received reviews on. You can filter your reviews based on the travel date.
What is Net Promoter Score?
When collecting NPS, customers are surveyed on one single question. They are asked to rate, on an 11-point scale, the likelihood of recommending the company or brand to a friend or colleague.
“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”
Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.
‘Detractors’ gave a score lower or equal to 6.
‘Passives’ gave a score of 7 or 8.
‘Promoters’ answered 9 or 10.
(More information on net promoter score can be found on https://www.medallia.com/net-promoter-score/)