An alert to update the sales and service messages on customer records when a survey response to the NPS question marks the customer as a 'detractor'.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
For clients using our closed call survey process (ID109), one of the most valuable pieces of data provided is whether a caller would or would not recommend you to a friend or colleague. This is called your NPS score, and it's very much in your best interest to turn any 'detractors' into 'promoters.' You do that by proving them wrong about the level and quality of your service. When a customer's last survey response contained a detractor-level score (7 or less) on the NPS question, this alert will flag the customer inside eAutomate with a Service and Sales Message identifying them as a detractor. This way, every time a new Service Call or Sales Order is opened for that customer, you know you have to provide a perfect experience from the first call to the final outcome. These messages are seen every time a new transaction is opened.
The alert will also provide an email advising which Customer we are adding Messages to.
Run Schedule: Daily in the morning
Type of Output: Email
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Sample
Sample
1. Shows both Old Message & New Message Subject Line.
2. Shows old message contents BEFORE ID612 updated the message.
3. Shows new message contents AFTER ID612 updated the message. Note that your old info stays. (This is an opportunity to review message content and clean up as needed.)
Any rows in the email that have the Error Flag populated will remain on the email until the error is resolved.
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Variables
Variables
Variable W: Custom message - The custom message to add to the customer sales and service message.
Variable X: Months to keep - The number of months to leave the message on the customer record, unless a new, higher score clears the message automatically.
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Alert Functionality
Alert Functionality
1. The message will be added to the messages tab of the customer record for any customers where the survey response indicates a detractor:
2. The message will pop up once the customer is set on a sales order or service call.
Sales Order:
Service Call:
3. Once the most recent response for that customer is not a detractor, the note will be removed on the next daily run. That is NOT the same thing as a new response from the specific contact who detracted. The alert only looks at the most recent survey response for a given customer record. If it's a detractor, a note is written. If it is not, any existing note is removed. If Bob from Bob's Print Shack and Bait Tackle gives you a '3', a note will be written. If two weeks later Bob's assistant Cindy gives you a '10' on a new call, the note will be removed. Bob might still be unhappy, but the alert can't be tracked down to the Contact level.
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Best Practices & Tips
Best Practices & Tips
1. See documentation here on NPS Benchmarks.
2. See the documentation here on understanding your NPS score.
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Related Alerts
Related Alerts
ID109 - Service Call Survey
ID559 - Detractor Service Call Placed
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