Automated NPS (Net Promoter Score) calls and SMS (Short Message Service) are commonly used to gather feedback from customers and measure their satisfaction or loyalty to a brand or company. These automated systems are designed to streamline the process of collecting NPS data and allow for efficient data analysis.

Here’s a general overview of how automated NPS calls and SMS work:

1. Customer Selection: The first step is to identify the customers who will receive the NPS survey. This can be done based on specific criteria such as recent purchases, interactions with customer service, or any other relevant parameters.
2. Survey Delivery: Once the target customers are selected, the automated system initiates the survey delivery process. For NPS calls, an automated phone system or interactive voice response (IVR) system is used to make calls to customers and deliver the survey questions. For SMS surveys, automated text messages are sent to customers’ mobile phones containing the survey questions.
3. NPS Questionnaire: The NPS survey typically consists of a single question that asks customers to rate their likelihood of recommending the company or brand to others on a scale of 0 to 10. Additional questions may be included to gather more specific feedback or demographic information.
4. Response Collection: Customers provide their responses to the NPS question by selecting a number on their phone keypad for automated calls or by replying to the SMS with the corresponding number or code. The responses are then recorded by the automated system.
5. Data Analysis: Once the responses are collected, the automated system compiles and organizes the data for analysis. NPS scores are calculated based on the proportion of promoters (customers who respond with a 9 or 10), detractors (customers who respond with a 0 to 6), and passives (customers who respond with a 7 or 8). These scores can be further analyzed and segmented to gain insights into customer satisfaction and loyalty.
6. Follow-up Actions: Depending on the NPS scores received, companies may implement various follow-up actions. For example, if a customer provides a low score, it may trigger a customer service representative to reach out for further assistance or resolution. If a customer provides a high score, it may prompt an automated message thanking them for their positive feedback.

Automated NPS calls and SMS allow companies to efficiently collect feedback and measure customer satisfaction on a large scale. By automating the process, businesses can save time and resources while gaining valuable insights to improve their products or services.