🧩 Introduction
Repeat Customers are some of your most valuable contacts. Tracking how their experiences evolve over time helps you identify shifts in sentiment—both positive and negative—and uncover what actions can help drive better outcomes.
AskNicely's Repeat Customer feature enables you to:
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Track customer movement between NPS categories (e.g., from Detractor to Promoter)
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Uncover key topics contributing to those shifts
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Pinpoint high and low performers across your teams or locations
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Take action by sharing insights and coaching opportunities based on real data
🪜 Step-by-Step Instructions
🧭 Where to Find It
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Go to the Responses Page
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Look for the Repeat Customers Summary in the right-hand panel
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Click Take Action to view detailed repeat customer insights based on the current filter set
💡 Tip: Repeat insights are always based on the filters you have selected at the top of the page.
🔍 Understanding the Insights Panel
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Repeat Customers are defined as contacts who submitted a survey during the selected Date Range, and at least one survey response before that.
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When viewing Repeat Customer insights:
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“Previously” refers to the time period immediately before your selected range (e.g., if viewing Jan–Feb, "Previously" is Nov–Dec).
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You’ll see how many Repeat Customers you had, and how their sentiment has shifted over time.
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You’ll also see drivers of change, based on the Topic question in your surveys.
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🛠️ Steps to Configure the Location Field
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Ask an Admin to log in and go to the Responses Page
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Click a Take Action panel on the right
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Scroll down and click Get Setup
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Find the data field you want to use to track repeat customer changes (e.g., Location, Branch, Team)
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Make sure the field is Visible
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Click Edit and change the Data Definition to
Location(even if it’s not a physical place) -
Click Save
Now, when you revisit the Take Action section, you’ll see segmented insights based on that data field.
📊 Key Insights
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Locations are flagged when a significant shift in performance is detected
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These shifts reflect customers moving from Detractor → Promoter or Promoter → Detractor
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For each flagged location, you can:
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View related responses
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Download full historical data
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Email insights to team members
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📌 Note: You need:
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At least 5 qualifying responses
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A configured location field
❓ FAQs & Common Issues
Q: What defines a Repeat Customer?
A: A contact who has responded in your selected time range and at least once previously.
Q: Why can’t I see insights in Take Action?
A: Ensure a Location field is configured and there are at least 5 responses meeting the criteria.
Q: Can I use a non-location field like ‘Business Subset’?
A: Yes—as long as it’s marked as a Location in Data Management, it will work the same way.
Q: What if my Topic data isn’t showing?
A: Make sure your survey includes a Topic question and you have enough responses to generate meaningful insights.