Vodafone NPS

Vodafone NPS provides instant and direct access to Vodafone customer feedback (for authorized users). Using the simple interface you can:

• See survey scores and read customer comments
• Create your own scorecards to track TNPS and First Time Fix
• See a ranking of organisational units relevant to you
• Filter results by search term, organisational level, alert type, time period, and customer segment
• Forward responses by email to colleagues
• Call back customers and record call results
• Close/reopen alerts

The Vodafone NPS programme

• Tracks TNPS (Touchpoint Net Promoter Score) globally, reflecting the feedback we get from our customers right after they have contact with us.
• Covers all interaction touch points: in store, on the phone, with a technician, online or through the My Vodafone app.
• Provides immediate real-time customer feedback on how we’re doing, across our business, thousands of times every day.

Understanding scores and comments

• Customers are invited to rate their experience in a very short survey by SMS, IVR or email right after they have been in contact with us through any touchpoint.
• We ask customers how likely they are to recommend Vodafone based on their experience, on a scale from 0 to 10.
• These responses are used to calculate Net Promoter Score for that touchpoint.
• No matter the number, with Vodafone NPS our focus is on improving the score which tells us that we are doing better and better in the eyes of our customers.
• Customers can also leave comments in their own words, good or bad.
• Through Vodafone NPS we also ask if we fixed the issue, showing how well we’re performing on our Ask Once promise.