XM Knowledge Base
XM Solution Automated Project
Transactional NPS
Understand customer loyalty and satisfaction following every interaction with your brand
Core Experience
Customer Experience
Created By
Qualtrics
COST
Included with License
Methodology
Net Promoter Score System
Transactional NPS asks for feedback following selected experiences, transactions or episodes, such as after the purchase of a product or an interaction over the phone. This type of feedback focuses on understanding how customers’ experiences at those moments influenced their overall loyalty as measured by willingness to recommend so you can find ways to improve those experiences.
Transactional NPS studies are particularly useful when:
- You want to measure a specific interaction with your organization
- You want to understand how satisfied customers are following an interaction with your company
Outcomes Delivered
- Insight to improve specific experiences with your brand
- Understand the loyalty drivers at key moments in the customer journey
- Benchmark your customer experience for improvement
Category Tags
NPS for every interaction
Respondents are asked an NPS question at different transactional points in the customer journey, eg. call center, website, store etc. Giving you an overall score for each channel as well as a breakdown of the different NPS groups (promoters, detractors, passives).
Understand the key drivers
Open-ended responses help you dive deeper into your NPS scores to understand what’s driving the experience. With perceptions of the interaction, you’re able to identify patterns and quickly spot opportunities to improve.
What You Get
Expert-built Surveys
An expert-built template preloaded Transactional NPS survey with the right questions to save time and get results faster.
- Methodology designed by CX experts
- Prebuilt logic and survey structure
- Automated workflow
Response Recommendations
A sample of recent customers will be the most valuable sample. You can use your own internal customer lists or we can supplement your sample with a panel of respondents through our Research on Demand services.
A sample of recent customers will be the most valuable sample. You can use your own internal customer lists or we can supplement your sample with a panel of respondents through our Research on Demand services.
We make it easy to get responses:
- Upload your own contacts
- Integrate Qualtrics with your CRM, Point-of-sale system or service ticketing software
- Purchase respondents directly in Qualtrics
Prebuilt Reports
Pre-built reports to help you spend less time analyzing data, and more time delivering results.
- Instant analysis of your data
- Automatic categorization of detractors, passives and promoters
- Expert designed charts and graphs
- Exportable PDF for easy sharing
Additional NPS Resources
Solution Details
Required License: Research Core 3 or Customer Experience 1
Languages
English
Category Tags
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