Customer satisfaction is the top priority for every organisation. To provide a better customer experience, it is important to ask them about their views about your application. If you get good feedback, you are doing a great job.
For this purpose, organizations conduct surveys to gather customer’s opinions and reviews regarding a certain service or product.
The survey is a type of research carried out to gather crucial information about something. The survey is of various types. A simple and popular type of survey is the transactional net promoter score.
Let us discuss it in detail.
What is the transactional net promoter score?
The transactional net promoter score is abbreviated as TNPS. It is a type of survey. As the name indicates, it is done after every transaction or interaction by the customer with any application. It is a very short but effective way to get your customer’s feedback.
TNPS is getting popular among many organizations. It does not annoy the customers as it is composed of merely two questions:
- Would you recommend the application to your friends or family
- Why did you choose that score?
It is not necessary the questions will be the same but it will make the same sense for sure.
Common interactions where users are required to submit a response are:
- Account payment
- Delivery of a product
- Doing purchases
- Website interaction
Or any other crucial contact.
Ways to perform TNPS:
In TNPS, there are four methods of conducting an effective survey. These are:
- Outbound calls:
Outbound calls refer to calls made by the caller agencies of the company with customers. They ask about their views and comments about their newly launched product or any particular service. These calls are generated automatically sometimes.
- Inbound calls:
Whenever the customer takes any service or orders any product, the companies request the customer to give slight feedback at the end of the call. If the customer agrees, they divert the call and a particular team from the call centre takes their feedback.
- Inbound IVR survey:
Sometimes when the customer calls the company’s caller centre and they ask him to give quick feedback, they connect him to an IVR based survey. The customer has to touch the keys in response to a question and the system automatically records their answers.
- Web/email survey:
The company’s survey team sends an email containing a link to a web survey to its customers. When the customers click the link, they are directed to a website that conducts the survey and records every response.
Importance of TNPS:
TNPS is crucial in identifying the types of the company’s customers. It figures out the loyal, passive or promoter customers. Loyal customers always support the company and refer the same services or products to their friends. They are important for the company. Companies consider their suggestions and continue to better the system.
You can tell a lot about any company by its TNPS. You can tell how long the company will survive or how much profit it will make furthermore.