NPS – Easily measure customer satisfaction continuously

Optimize your customers’ experience of your business

Optimising the customer experience and acting quickly on poor experiences has never been more important. nps.today SMS Survey is an add-on to your telephony solution and a fast, simple solution to implement for measuring, understanding, and acting on your customers’ experiences and their loyalty to your business.

The solution is plug-and-play and can be deployed quickly as needed. With nps.today SMS surveys, you receive fast and effective feedback directly from your customers.

Product sheet

How nps.today SMS surveys work

Measure

Send the classic NPS question or a direct satisfaction question by SMS after each call, with the option to add up to five follow-up questions.

Understand

With live web dashboards, all relevant employees and managers can easily track customer responses on both desktop devices and screens in departments. You can choose whether responses should be categorized to make it easier to identify trends and areas of concern

Follow-up

Set up alerts that are sent to shared inboxes or selected employees to ensure fast follow-up on poor customer experiences.

Standard features

Measurement

Automatic distribution of satisfaction surveys via SMS after a completed call
Survey branding with logo and visual identity
Up to five additional questions (0–10 scale or free-text)
Filtering of recently surveyed customers – throttling (anti-spam)
Respondent categorization/tagging within surveys
Consent collection
Opt-out functionality

Understand the Data

Categorization/tagging of free-text responses
Live web dashboards
Excel reports

Follow Up

Alerts and notifications via email or Microsoft Teams to teams, employees, and responsible stakeholders
Categorization/tagging of free-text responses
Registration of follow-up notes
Data analysis in Excel reports to support prioritized action

Additional optional add-ons

Omnichannel Customer Experience

Your surveys can be automated using triggers from all customer systems, such as order management systems, ERP systems, CRM systems, and customer service platforms. The results of your surveys can also be transferred to existing customer and analytics systems, enabling employees to easily follow customer experiences and take action directly within the IT systems they use every day.

nps.today offers ready-made plug-ins for, among others, Outlook, most CRM and financial systems, customer service platforms, Microsoft Office 365, and Power BI.

Cross-Platform Customer Experience

With nps.today for Dstny, you can extend your surveys across all customer touchpoints - for example on your website, during the sales process, after purchase, after delivery, and of course after service interactions. Surveys can be delivered via email, SMS, pop-ups, in-app messages, embedded in marketing emails, and more.

Measure customer satisfaction easily and quickly