Customer Feedback Collection

The Customer Feedback Collection agent conducts professional post-service surveys to gather valuable customer insights through the Net Promoter Score (NPS) methodology. It begins by confirming the customer received recent service and requesting a brief 2-minute survey, then collects an NPS rating on a 0-10 scale. Based on the score, the agent follows intelligent branching paths - asking promoters (9-10) what went well, passives (7-8) how to improve, and detractors (0-6) what went wrong with empathetic responses. For serious issues or unresolved problems, the agent automatically offers manager escalation for same-day callback. The survey continues with questions about service quality, communication, and timeliness before thanking customers for their valuable feedback.