Voicebot as a Tool for NPS Survey: Innovative Methods for Gathering Customer Feedback

NPS (Net Promoter Score) is a customer satisfaction measurement tool that allows businesses to effectively assess consumer loyalty. It is a metric that measures how likely customers are to recommend a company’s products or services to their friends and family.

The results of this survey are extremely valuable for companies looking to monitor customer satisfaction levels, identify areas needing improvement, and develop strategies to enhance customer loyalty.

The evolving technology of voicebots now allows NPS surveys to be conducted with even greater efficiency and precision. Voicebots are advanced systems based on artificial intelligence that can conduct natural conversations with customers, gather their opinions, and analyze the collected data in real-time. By automating the feedback collection process, companies can quickly respond to customer needs and implement necessary changes in their services.

In this article, we will explain what NPS surveys are and how voicebots can contribute to improving customer service quality and increasing customer loyalty.

What is an NPS Survey?

The NPS method involves creating questions aimed at understanding whether a customer is willing to recommend a company, product, or service to others. Its simplicity and effectiveness make it widely used by businesses around the world.

NPS surveys are primarily a tool that allows companies to understand customer opinions. As a result, this enables the improvement of products, services, and strategies, contributing to the stability and growth of the company.

NPS Survey Results and Their Use

The results of NPS surveys are not limited to obtaining information about whether customers would recommend the company. They help understand what specifically works and what doesn’t, and why. This information can be used to create more effective sales, marketing, and customer service strategies, leading to business growth.

Benefits of NPS Surveys

• Large scale: NPS surveys allow companies to gather feedback from a large number of customers, providing multiple perspectives on their products or services.
• Understanding strengths and weaknesses: By identifying areas that customers value most and those that are most problematic, companies can make changes that directly improve customer satisfaction.
• Building loyalty: The ultimate goal of NPS surveys is to understand how to build stronger relationships with customers. This leads to increased customer loyalty and improved sales performance.

NPS Surveys Conducted by Voicebots

Voicebot technology has revolutionized the way NPS surveys are conducted, bringing new possibilities and benefits for businesses.

One of the key advantages of using a voicebot is its speed of operation. A voicebot can be activated almost immediately after a customer interaction, significantly accelerating the entire process. In contrast, human-led service often cannot match this pace. It frequently involves waiting for the availability of employees, which can delay the execution of surveys and negatively impact operational efficiency. With a voicebot, the process of data collection and conducting NPS surveys is not only faster but also more consistent and reliable, leading to improved customer service quality and more efficient project management.

Another key advantage is multilingualism. Voicebots can conduct surveys in multiple languages, which is extremely valuable for companies operating internationally. This allows NPS surveys to be conducted efficiently regardless of the customer’s native language, enabling them to express their opinions in the language they are most comfortable with.

Another advantage is integration with other systems. By integrating voicebots with CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) systems, it is possible to instantly transmit NPS survey results and respond to them in real-time.

Voicebots also stand out for the naturalness of their interactions. They can understand the context of statements, conduct more “human” conversations with customers, and respond intuitively. This higher level of customer engagement in the survey can lead to more detailed and valuable responses, which are crucial for NPS analysis.

Additionally, voicebots can handle follow-up communication and also send thank you sms for participating in the survey or convey other important information, enhancing the overall customer experience.

Outsourcing NPS Surveys to a Contact Center Company

While NPS surveys can be conducted internally, outsourcing them to a specialized contact center company can bring additional benefits. VCC, as an outsourcing contact center company, uses its own Primebot technology to conduct NPS surveys. Outsourcing this task saves time and resources, while providing access to a team with expertise not only in conducting surveys but also in using automation tools.

With such solutions, companies can focus on their core activities while external experts ensure that NPS surveys are conducted accurately and effectively according to the highest standards.

Access to Advanced Tools

A significant advantage of collaborating with an outsourcing contact center is access to advanced tools that support project execution. At VCC, we not only utilize voicebot technology but also have advanced analytical tools at our disposal.

We can quickly analyze NPS survey results using our proprietary solution, Rosetta, which was developed by the New Tech team and is currently in a demonstration phase. The tool was designed to analyze large volumes of textual and unstructured data.

It is an ideal solution for surveys and satisfaction studies, such as NPS, where responses to the question “What can we do to improve the quality of our services?” are typically in an open format. Analyzing text from hundreds of surveys would take a significant amount of time for a team, whereas Rosetta performs this analysis in a few minutes (depending on the size of the database) and generates detailed summaries.

In summary, Rosetta is capable of:

• translating text into any language
• correcting grammar and spelling
• analyzing data
• generating reports
• creating automated emails ready for dispatch.

With these functions, Rosetta significantly streamlines data analysis processes, enabling faster and more efficient decision-making and enhancing the quality of customer service.

Automating NPS Surveys with Primebot: A Case Study

In collaboration with a medical company, our New Tech team implemented a voicebot to automate NPS surveys. This advanced voicebot was meticulously programmed to collect responses to standard survey questions over the phone:

• How likely are you to recommend Company X to your family or friends? Please rate your likelihood on a scale from 1 to 10, where 1 means you would not recommend X, and 10 means you would definitely recommend X.
• What can we do to improve the quality of our services?

Through the implementation of Primebot, our team collected 11,051 ratings from patients, achieving a survey score of 82.24%. Automating this process not only increased productivity and operational efficiency but also provided valuable feedback from patients, contributing to the continuous improvement of medical service quality.

Leverage Automation Tools in NPS Surveys

The use of voicebot technology in NPS surveys brings significant benefits. It allows for faster and more efficient collection of responses while simultaneously improving the quality of interactions with customers. This is an ideal solution for companies that aim to better understand their customers and enhance their overall experience.

Author: Katarzyna Skrzypiec, Bot Trainer & Project Manager at OEX VCC.