Reach, serve and retain more of your customers with Predictive NPS for Medallia
The close-the-loop functionality in Medallia has direct impact on business metrics – retaining dissatisfied customers, decreasing cost-to-serve and increasing general satisfaction levels. Do you wish you could reach more customers than the usual 15-20% responders? Predictive NPS helps you understand better and respond quicker to your customer base.
Decreased churn rates by 10-30%
After proactive contact and resolution of issue probability to churn drops immediately.
Increased upsell campaigns relevancy
Unhappy customers may be left out of certain campaigns with new offers
4PTS higher NPS
The NPS score of customers contacted by Close the Loop calls can increase by at least 4 points
Interaction reduction for 90 days
Noticeable reduction in calls per customer after NPS survey for those customers contacted.
Decreased time on the line
Customer is served more effectively and/or routed to the right team/agent more quickly.
Decreased churn rates by 10-30%
After proactive contact and resolution of issue probability to churn drops immediately.
Increased upsell campaigns relevancy
Unhappy customers may be left out of certain campaigns with new offers
4PTS higher NPS
The NPS score of customers contacted by Close the Loop calls can increase by at least 4 points
Interaction reduction for 90 days
Noticeable reduction in calls per customer after NPS survey for those customers contacted.
Decreased time on the line
Customer is served more effectively and/or routed to the right team/agent more quickly.
Predictive NPS combines Medallia and your internal data for maximum business impact
We combine thousands of attitudinal data points and hundreds of behaviour factors into a machine learning model which predicts satisfaction levels for customers who don’t respond to surveys
Streamlined setup
Your PNPS dashboards will be live in Medallia in just 8 weeks
Data preparation done by our team – you just need to give us access
Hosted within your secure infrastructure and updated daily
Your PNPS dashboards will be live in Medallia in just 8 weeks
Data preparation done by our team – you just need to give us access
Hosted within your secure infrastructure and updated daily
Customer Experience & Insights Professionals
Side-by-side comparison
Understand how the predicted NPS score of the entire customer base compares against respondents’ NPS.
Dynamic overtime
Gain visibility into the actual dynamic of NPS overtime and react timely to big changes.
Product-Level NPS
Identify products/services that garner the highest or lowest satisfaction with customers.
Customer Service Professionals
Individual customer scores
Automatic alerts for individual customers with low PNPS to act immediately on customer issues.
Close-the-loop dossiers
A detailed form for each customer which holds records of undertaken actions – ways of contact, actual issues, resolutions, etc.
Performance Tracking
Close-the-loop action records update with existing performance dashboards – agent performance, average reaction time, etc.
