Vodafone NPS 3.17.7

Medallia ❘ Freeware ❘
iOS
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The Vodafone NPS platform offers authorized users immediate access to valuable customer feedback. The intuitive interface allows for efficient analysis and management of customer insights through several features:
<ul>
 <li>View detailed survey scores along with customer comments.</li>
 <li>Develop customized scorecards to monitor Touchpoint Net Promoter Score (TNPS) and First Time Fix metrics.</li>
 <li>Assess a ranking of relevant organizational units.</li>
 <li>Filter results based on search terms, organizational levels, alert types, time periods, and customer segments.</li>
 <li>Share feedback via email with colleagues.</li>
 <li>Follow up with customers and document call outcomes.</li>
 <li>Manage alerts by closing or reopening them as needed.</li>
</ul>

The Vodafone NPS initiative is designed to:
<ul>
 <li>Globally track TNPS, capturing immediate customer feedback following interactions.</li>
 <li>Include all points of contact—whether in-store, by phone, through a technician visit, online, or via the My Vodafone app.</li>
 <li>Provide real-time feedback on service performance across the organization multiple times each day.</li>
</ul>

In understanding the scores and accompanying comments:
<ul>
 <li>Customers are prompted to evaluate their experience through concise surveys delivered via SMS, interactive voice response (IVR), or email shortly after their interaction.</li>
 <li>The surveys ask customers to rate their likelihood of recommending Vodafone on a scale from 0 to 10 based on their experience.</li>
 <li>This feedback is utilized to calculate the Net Promoter Score for specific touchpoints.</li>
 <li>The goal with Vodafone NPS is continuous improvement; higher scores indicate progress in customer satisfaction.</li>
 <li>Customers have the opportunity to provide qualitative feedback in addition to numerical ratings.</li>
 <li>The platform also assesses whether issues were resolved effectively, aligning with the company's commitment to its Ask Once promise.</li>
</ul>

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