VF Heartbeat provides instant and direct access to Vodafone customer feedback (for authorized users). Using the simple interface you can: - See survey scores and read customer comments - Create your own scorecards to track TNPS and First Time Fix - See a ranking of organisational units relevant to you - Filter results by search term, organisational level, alert type, time period, and customer segment - Forward responses by email to colleagues - Call back customers and record call results - Close/reopen alerts The Vodafone Heartbeat programme - Tracks TNPS (Touchpoint Net Promoter Score) globally, reflecting the feedback we get from our customers right after they have contact with us. - Covers all interaction touch points: in store, on the phone, with a technician, online or through the My Vodafone app. - Provides immediate real-time customer feedback on how we’re doing, across our business, thousands of times every day. Understanding scores and comments - Customers are invited to rate their experience in a very short survey by SMS, IVR or email right after they have been in contact with us through any touchpoint. - We ask customers how likely they are to recommend Vodafone based on their experience, on a scale from 0 to 10. - These responses are used to calculate Net Promoter Score for that touchpoint. - No matter the number, with Heartbeat our focus is on improving the score which tells us that we are doing better and better in the eyes of our customers. - Customers can also leave comments in their own words, good or bad.
VERSION HISTORY
- Version 3.9.3 posted on 2020-11-16
Adding support for role-based dashboards and user-customizable scorecards - Version 2.17.25 posted on 2020-02-24
Security Updates - Version N/A posted on 2019-04-25
Bug fixes - Version 2.13.2 posted on 2016-09-14
2.13.2
Program Details
- Category: Business > Office Suites & Tools
- Publisher: Medallia, Inc.
- License: Free
- Price: N/A
- Version: 3.9.3
- Platform: android