No, the NPS satisfaction determinant cannot be modified, as it is based on the official Net Promoter Score (NPS) methodology.
According to this framework, Promoters are clients who rate their experience 9 or 10 out of 10. Restricting the redirection only to those who respond 10/10 would cut your potential promoters—and therefore your positive reviews—by half.
In other words, excluding clients who rate 9/10 would mean missing out on many highly satisfied customers who are just as likely to recommend your business.
Why This Limitation Exists
The NPS model categorizes customer satisfaction and loyalty into three groups:
Promoters (9–10): Very satisfied and likely to recommend your business.
Passives (7–8): Generally satisfied but neutral, unlikely to recommend.
Detractors (0–6): Unsatisfied and may harm your brand reputation.
Automatic redirection to review platforms is therefore based on this proven framework to maximize results while maintaining consistency and reliability in your satisfaction data.
💬 If you have any questions, don’t hesitate to reach out to us via the chat.