Net Promoter Score Tools

Transactional NPS: What are the best tools for collecting data?

There are several options and tools for NPS, many that you may have already come across in everyday interactions with the companies that serve you. This includes surveys over the phone, survey machines in-store, and digital surveys sent via email and text.

Transactional NPS involves the collection of scores immediately after an interaction. It’s particularly useful for gathering qualitative data directly tied to a particular stage of the customer journey. It also allows a business to react more quickly to customer feedback so that decisions for improvement can be made based on direct feedback.

There are pros and cons to each method. For example, a customer is less likely to give honest negative feedback at the end of a phone call to the same customer representative that conducted the call under review, so outsourcing the feedback call straight away to a call centre would be a better option, albeit more costly.

NPS Software: What’s Necessary

Sending out a survey alone to all your customers is not a hard task. But getting NPS to work is beyond just sending out the survey.

You’ll need to send out a survey on a system that will automatically collect the results so that your team can spend their time actioning any negative feedback as quickly as possible instead of spending hours on manual input.

Automatically being alerted to negative feedback will also allow you to quickly close the loop before a bad review hits the public forum.

If you are looking to execute on a one time survey to test the benefit of an NPS feedback survey, then yes, you could try it out without buying into a system.

The process itself can be planned months in advance to ensure that data is collected properly if manual input is necessary. But if you are looking to benefit from transactional NPS, you could be sending out and reacting to thousands of personalised surveys every day. For that, you will definitely need end-to-end NPS tool which will automate the most resource-draining parts of the process.

Understanding Service types

Understanding the way tools work in NPS can only be achieved if you understand the different service types that require different tools.

‘The Dynamics of Service’ a book by Barbara Gutek talks about the two different types of customer delivery, one being a relationship service delivery and the other being an encounter delivery.

The former involves a longer-term relationship for the duration of the service while the other is as the name suggests, merely an encounter, much like the person serving you a meal at McDonald’s.

Understanding that each type of service has different requirements and expectations is integral to a successful feedback process. An NPS tool such as Customer Gauge can differentiate between the two to ensure the right questions are being asked and the right kinds of data being collected.

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