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Working with the UK’s largest Market Research bureaux, Telsolutions helps communicate with panel groups members over their preferred channels.

Customer satisfaction (NPS and Csat)

In our experience, it’s the multi-channel approach that works best for NPS (net promoter scores) with consideration for your customer’s preference. For example, some customers like interacting via text or webform because it’s easy and they can quickly submit scores on the move.

It is important, however, to ensure that your customer does not pay for the text, so use either a customised URL or a FREE short code.

For our NPS clients, text surveys generate response rates in excess of 30%.

Email may be the choice for many as they feel it’s less intrusive, however, response rates will be lower at rates of up-to 10%.

If you only have a landline for your customer then try considering an automated voice message that gives a clear message about who’s calling and the purpose. This is great where you have no mobile data value, it can also be interactive so collect verbatim comments.

Using personalisation in all your communication will also improve response rates.

From the UK perspective there’s a big drive towards closing the loop on detractors, so ensure feedback is looped to customer service directors to resolve issues without delay.

Our advice to improve NPS response rates

We’ve found an automated approach works best so:

  1. Personalised text with web-survey, email or Interactive Voice message is sent depending on preference and channel available
  2. Low scores are automatically called back by either by pulling in a customer service agent or an automated call asking for when’s the best time to speak to them about their issue
  3. Don’t forget your promoters, so perhaps a thank you email or text with a barcode to redeem against new services/goods

Closing the loop for detractors/super detractors

After a customer registers a 0-2 NPS score, Telsolutions can load these ‘super detractor’ customers into an outbound dialling campaign. Calls are then launched when an advisor logs into the “Call back system” to engage with the customer via a live agent call.

This is how it works:

  1. Advisors log into the secure website to access the screen-pop shown below
  2. Once logged in, the advisor is prompted to dial the number on screen and use a password to authenticate; the system can also dial out to the agent’s phone directly when they are ready to contact the ‘super detractor’ list of call backs
  3. This activates and synchronises the phone line and screen-pop. As a complete cloud-based system this requires no telephony configuration
  4. The advisor auto commences dialling out to customers. Unlike the interactive voice service - calls are sent with an advisor ready to discuss the score (via progressive, predictive, or preview dialling methods)
  5. Instead of the whisper function, the advisor’s screen-pops with customer details (name, NPS score, account number, date of contact, etc)
  6. When all advisors log off, the system stops dialling. The dialling list will be constantly replenished with new 0-2 NPS score customers
  7. Asking for customer feedback is great but if proper care isn’t taken you can easily add to the problem not solve it