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:
- View detailed survey scores along with customer comments.
- Develop customized scorecards to monitor Touchpoint Net Promoter Score (TNPS) and First Time Fix metrics.
- Assess a ranking of relevant organizational units.
- Filter results based on search terms, organizational levels, alert types, time periods, and customer segments.
- Share feedback via email with colleagues.
- Follow up with customers and document call outcomes.
- Manage alerts by closing or reopening them as needed.
The Vodafone NPS initiative is designed to:
- Globally track TNPS, capturing immediate customer feedback following interactions.
- Include all points of contact—whether in-store, by phone, through a technician visit, online, or via the My Vodafone app.
- Provide real-time feedback on service performance across the organization multiple times each day.
In understanding the scores and accompanying comments:
- Customers are prompted to evaluate their experience through concise surveys delivered via SMS, interactive voice response (IVR), or email shortly after their interaction.
- The surveys ask customers to rate their likelihood of recommending Vodafone on a scale from 0 to 10 based on their experience.
- This feedback is utilized to calculate the Net Promoter Score for specific touchpoints.
- The goal with Vodafone NPS is continuous improvement; higher scores indicate progress in customer satisfaction.
- Customers have the opportunity to provide qualitative feedback in addition to numerical ratings.
- The platform also assesses whether issues were resolved effectively, aligning with the company's commitment to its Ask Once promise.
Overview
Vodafone NPS is a Freeware software in the category Business developed by Medallia.
The latest version of Vodafone NPS is 3.17.7, released on 12/24/2024. It was initially added to our database on 12/24/2024.
Vodafone NPS runs on the following operating systems: iOS.
Users of Vodafone NPS gave it a rating of 4 out of 5 stars.
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