Vodafone NPS 3.17.7

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.