Voice of the Customer Training Reference Guide
Overview
Eleveo’s Voice of the Customer module allows the organization an efficient means of capturing customer feedback, either generally or on a per queue basis. While one of the benefits of the module lies in its ease of set up, the information contained within this guide seeks to help with optimized setup and best practices.
Audience
This document is intended for those who have purchased the Voice of the Customer module and are responsible for setting up the initial surveys within the system.
Surveys
Four Types of Survey Items:
Prompt Only - e.g. "Thank you taking the time today take our short, two-question survey"
Regular Question - e.g. "Was the agent able to resolve your issue today? Press 1 for Yes. Press 2 for Somewhat. Press 3 for No"
NPS (Net Promoter Score) - e.g. "Using a 0-10 scale, where 0 is not at all, and 10 is very likely, how likely is it that you would recommend our company to a friend or colleague"
Customer Feedback - e.g. "Please provide a message, in your own words, on how we can improve our service. You may hang up at any time or when you are finished."
Scoring:
Surveys may be scored in one of the three ways listed below. Note that Customer Feedback and Prompt Only Survey Items do not have scores.
Percentages
Points
NPS (this question has a hard-coded scoring methodology)
Note, however, that it is suggested in most circumstances percentages are used (assuming your organization is not using NPS). With percentages, not applicable results are calculated more accurately. Due to the higher likelihood that surveys will include a not applicable answer, percentages are the suggested calculation method. Please discuss this with your consultant for further information.
Questions:
When developing regular questions, ensure you state what potential responses are acceptable from the caller. For example, "Using a scale where 1 is very good and 5 is very poor, how would you rate your experience with us today?".
Notice the question provides the caller with all acceptable responses that they may enter. This is important given the audio file that will be recorded must include this information.
As a best practice, it is suggested to reuse the same scoring from question to question if possible. This helps reduce confusion with the caller.
Answers:
Every question must have a <none> answer in the event the caller hangs up or is disconnected. There is also an option when the survey is deployed on the IVR to have a timeout in case there is no response. A common setting for this is 30 seconds.
Note that this is defined on the IVR script, rather than within Eleveo’s WFO application. Additional information regarding the IVR script may be referenced further within this guide.
Audio File Format:
The name of the audio file should contain only letters A-Z and/or digits 0-9. Any special character will be replaced with an underscore ("_").
The following .WAV file format is supported: CCITT u-Law, 8 kHz, 8 Bit, Mono 7 kb/sec
Use the SoX tool to convert .WAV files to the u-Law format:
sox <source.wav> -e mu-law -c 1 -r 8000 <destination.wav>
NOTE: Be sure to save your audio files in a secure location. Once uploaded, audio files are not available for download from the QM system. In the event edits or new surveys are needed using the same audio files, having access to the original files will be necessary.
IVR Script:
The caller will be directed to the survey through the IVR script. A variety of options are available within the script for how to deliver the caller to the survey, as well as options such as how long a pause should last prior to moving on to the next question. While an Eleveo engineer will be available to answer questions you may have when setting up the script, the customer's Telecom will be responsible for setting up the script itself.
Things to Consider:
Keep it short - People are far more likely to complete a survey when it is short. The longer a survey continues, the greater the chance the customer will hang up without completing it. Let the customer know up front that the survey will be short. For example, add a prompt announcing a 5-question or 2-minute survey.
Keep it simple - Try to keep the possible responses as clear and simple as possible. Grades as a Scoring option works well with Surveys as it provides a consistent and predictable way for customers to reply to questions. For example, each response would be something like "on a scale of 1 to 5, where 5 is extremely satisfied, where would you rate the service you received from your agent today? Please remember, the scale is 1 to 5 and 5 is extremely satisfied". This also helps to make reporting easy and consistent.
Net Promoter Score (NPS)
Net Promoter or Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and is claimed to be correlated with revenue growth.[1] NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. The tool aims to measure the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey. An NPS can be as low as −100 (every respondent is a "detractor") or as high as +100 (every respondent is a "promoter"). Net Promoter Scores vary across different industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.
(From Wikipedia, public domain)
NPS is measured with a standard question, "On a scale of zero to 10, with 0 representing "Not at all Likely" and Ten representing "Extremely likely", How likely are you to recommend our company to a friend or colleague?"
NPS is always measured on a scale of 0-10 with 0-6 scores being detractors, 7 & 8 scores being neutral, and 9 & 10 being promoters. Several examples of NPS calculations are shown below:
The business receives scores of 10, 9 and 8. The NPS is +66.6
The business receives scores of 7, 7 and 8. The NPS is 0
The business receives scores of 5, 6 and 7. The NPS is -66.6
Example Survey Questions
Example #1
Example #2
FAQs
May I deploy more than one survey?
Yes; each survey will reside at a different extension on the IVR.
Do I record the questions and answers separately for a survey?
No; record the question along with the answer choices in a single .wav file for each separate question; if multiple questions have the same grading scale, consider using a prompt early in the survey to explain.
Can multiple customers take a survey at once?
Yes; unique customers may complete separate instances of the same survey simultaneously on the IVR.
What should I do if I need to update my survey?
Create a new survey by copying an existing survey, and increment your version number. Note that new .wav files will need to be uploaded. The new survey will have a unique ID and it will need to be redeployed on your phone system; reporting on the old survey will be preserved, and new reporting on the new survey will begin.
Can I group survey questions into different categories or sections for reporting?
With surveys this level is eliminated. Reports are based on overall score and drill down directly to individual questions.
Can I designate individualized surveys based on phone queues/call types?
Yes; the survey is tied to the IVR.
How are post call surveys delivered to the customer?
The method depends upon your specific telephony platform. An engineer will help explain the options specific to your installation.
Can I decide how long customers have to answer a question?
Yes; this is configured on your IVR.
Will a question repeat if there is no response?
By default, no; the survey will timeout and proceed to the next question. The timeout can be determined and entered during the configuration with an Eleveo engineer. Depending upon your specific telephony platform, there may be additional options.
What happens if a caller hangs up midway through the survey or does not answer questions?
The questions will be scored as if they are not applicable. The agent will receive a score based solely on the answered questions.
Can I build multiple prompts, regular questions, NPS questions and feedback questions?
Multiple prompts and regular questions are recommended.
Multiple feedbacks are possible, but not generally recommended.
Multiple NPS questions are not supported. The NPS question pairs well with an opening prompt first, the NPS question next, and a single feedback question to follow up.
Do answers have to be 0-9 for regular questions? Can an answer like 10 be entered?
A best practice is to use single digit answers on regular questions. Two digit responses are supported for NPS-style questions.
How long of a message can a customer leave in a feedback message?
The message may technically be many hours, but can be limited during the setup to a reasonable amount of time. This setting is established on your IVR.
“Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.”