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.
概述
Vodafone NPS 是在由Medallia开发类别 Business Freeware 软件。
最新版本是 Vodafone NPS 的 3.17.7 2024/12/24 上释放。 它最初被添加到我们的数据库 2024/12/24 上。
Vodafone NPS 在下列操作系统上运行: iOS。
用户 Vodafone NPS 4 个 5 星的评分,给了它。
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