Vodafone NPS for Pc

1. VF Heartbeat provides instant and direct access to Vodafone customer feedback (for authorized users).

2. - Tracks TNPS (Touchpoint Net Promoter Score) globally, reflecting the feedback we get from our customers right after they have contact with us.

3. - No matter the number, with Heartbeat our focus is on improving the score which tells us that we are doing better and better in the eyes of our customers.

4. - 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.

5. - Provides immediate real-time customer feedback on how we’re doing, across our business, thousands of times every day.

6. - We ask customers how likely they are to recommend Vodafone based on their experience, on a scale from 0 to 10.

7. - Covers all interaction touch points: in store, on the phone, with a technician, online or through the My Vodafone app.

8. - Through Heartbeat we also ask if we fixed the issue, showing how well we’re performing on our Ask Once promise.

9. - Customers can also leave comments in their own words, good or bad.

10. - These responses are used to calculate Net Promoter Score for that touchpoint.

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