XM Solution Automated Project

Transactional NPS

Understand customer loyalty and satisfaction following every interaction with your brand

COST

Included with License

Get Started

CORE EXPERIENCE

Customer Experience

METHODOLOGY

Net Promoter Score System

CREATED BY

Qualtrics

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

Customer ExperienceXM Solution Automated Projects

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

  1. What is NPS?
  2. NPS Survey Software
  3. How to measure NPS

SOLUTION DETAILS

Required License: Research Core 3 or Customer Experience 1

LANGUAGES

English

CATEGORY TAGS

Customer ExperienceXM Solution Automated Projects