"By 2020, customer experience (CX) will overtake price and product as the key brand differentiator" (Walker).
Evaluating key stakeholders is vital to maintaining a superior industry standard. Access to meaningful feedback gives us an understanding of client needs, motivation, attitudes and behavioural drivers, enabling us to rapidly implement strategies for continued improvement across the board.
With so many organisations using NPS as a means to measure Customer Experience, traditional methods of surveying (email) have become far less effective.
'Intelli's' new NPS software is leveraging SMS Technology to rapidly improve both response rates and response times to give you the edge in knowing how your customers perceive your service offerings.
Below I have detailed how simple it is to use Intelli's NPS software to reach your customers and get the important feedback you need.
How to use the IntelliNPS Software Web Portal to send an NPS Survey
Step 1:
From the Intelli Homepage click on the 'NPS' Icon in lower left corner to start.
NPS Home Page
Step 2:
From the NPS Dashboard you need to set up the Auto SMS Replies that go out to your customers based on the numerical score they give your NPS question.
To do this click on the 'Auto Responses' Icon in the center of your screen.
Auto Response Set-up Page
Step 3 :
In this section you can create new or edit your Auto Responses.
There are four types that need to be created;
Invalid - The message that goes back to your customer if there message is not a numerical response.
Detractor - The message that goes back to your customer for a less favourable score (1-6).
Passive - The message that goes back to your customer for scores (7-8).
Promoter - The message that goes back to your customer for positive scores (9-10).
NPS Survey Send Screen
Step 4:
The NPS SMS Home screen is where you customise your survey question to send to your customers. You can import your customer list from excel or enter manually, then all you need to do is schedule the date and time of your message and click send.
NPS Dashboard Showing Average NPS Score
Step 5:
When the responses start coming back your NPS Dashboard will automatically update with a break down of your scores and your current Net Promoter Score. Click NPS on the left hand side to return to the dashboard.
Reports page showing individual scores and destination Phone Numbers
Step 6:
The reports function is where you can look deeper into your individual scores and which customers these scores came from so you can respond accordingly. Simply click the Reports tab at the top of the screen, schedule the date range you want the report from and click search. This report can be read directly from our software or exported to excel.
If you would like to learn more about IntelliNPS Text 'CX' to 0488 826 800.