AccordingtotheintroductionofMedallia,Inc.,VodafoneHeartbeatisaBusinessappontheAndroidplatform.ThereiscurrentlyanewversionreleasedonSep08,2017,youcanseethedetailsbelow.
VodafoneHeartbeatprovidesinstantanddirectaccesstoVodafonecustomerfeedback(forauthorizedusers).Usingthesimpleinterfaceyoucan:-Seesurveyscoresandreadcustomercomments
-CreateyourownscorecardstotrackTNPSandFirstTimeFix
-Seearankingoforganisationalunitsrelevanttoyou
-Filterresultsbysearchterm,organisationallevel,alerttype,timeperiod,andcustomersegment
-Forwardresponsesbyemailtocolleagues
-Callbackcustomersandrecordcallresults
-Close/reopenalerts
TheVodafoneHeartbeatprogramme
-TracksTNPS(TouchpointNetPromoterScore)globally,reflectingthefeedbackwegetfromourcustomersrightaftertheyhavecontactwithus.
-Coversallinteractiontouchpoints:instore,onthephone,withatechnician,onlineorthroughtheMyVodafoneapp.
-Providesimmediatereal-timecustomerfeedbackonhowwe’redoing,acrossourbusiness,thousandsoftimeseveryday.
Understandingscoresandcomments
-CustomersareinvitedtoratetheirexperienceinaveryshortsurveybySMS,IVRoremailrightaftertheyhavebeenincontactwithusthroughanytouchpoint.
-WeaskcustomershowlikelytheyaretorecommendVodafonebasedontheirexperience,onascalefrom0to10.
-TheseresponsesareusedtocalculateNetPromoterScoreforthattouchpoint.
-Nomatterthenumber,withHeartbeatourfocusisonimprovingthescorewhichtellsusthatwearedoingbetterandbetterintheeyesofourcustomers.
-Customerscanalsoleavecommentsintheirownwords,goodorbad.
-ThroughHeartbeatwealsoaskifwefixedtheissue,showinghowwellwe’reperformingonourAskOncepromise.