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Customer Service · NPS Collection

Net Promoter Score Collection Agent

Collects Net Promoter Scores to measure customer loyalty and identify improvement areas.

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The work it takes off your plate

Measuring customer loyalty can be complex without a standardized method, leading to inconsistent insights. Manual collection of Net Promoter Scores (NPS) can be tedious and prone to errors, affecting the reliability of the data. The Net Promoter Score Collection Agent automates this process, ensuring accurate and timely data collection.

How it works

The Net Promoter Score Collection Agent identifies eligible customers from recent purchases, resolved support cases, and defined lifecycle milestones, then creates a standardized survey using the organization’s approved NPS question and follow-up prompts. It segments recipients by account, product, region, or interaction type and distributes surveys through email, messaging, or contact-center channels. As responses arrive, the agent validates scores, removes duplicates, associates comments with customer and interaction records, and calculates promoter, passive, detractor, and overall NPS results. It summarizes trends, highlights recurring feedback themes, and routes low scores or urgent comments to service owners for follow-up.

  1. 1Create NPS SurveyDesigns a straightforward NPS survey.
  2. 2Distribute NPS SurveyEnsures broad and effective survey distribution.
  3. 3Collect and Analyze ScoresProvides a clear measure of customer loyalty.

  1. Step 1: Create NPS Survey

    • Develop NPS questionnaire
    • Ensure clarity and relevance

    Result: Designs a straightforward NPS survey.

  2. Step 2: Distribute NPS Survey

    • Automate survey sending
    • Target specific customer groups

    Result: Ensures broad and effective survey distribution.

  3. Step 3: Collect and Analyze Scores

    • Aggregate NPS responses
    • Calculate overall NPS

    Result: Provides a clear measure of customer loyalty.

Why use it

  • Consistent Measurement. Applies a standardized NPS methodology across customer segments and channels.
  • Higher Response Quality. Sends timely, relevant surveys tied to recent customer interactions.
  • Reliable Reporting. Validates responses, prevents duplication, and calculates NPS consistently.
  • Actionable Feedback. Connects scores and comments to accounts, cases, products, and responsible teams.
  • Faster Follow-Up. Flags detractors and urgent concerns so service teams can respond quickly.