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Collect Pre-Delivery NPS - Coggle Diagram
Collect Pre-Delivery NPS
IF
Score is <6
IF
Customer Segment is
Power Customers
Trigger Alert to Customer Service (Gorgias)
Find and analyze anomalies regarding certain brands/products, categories, delivery methods and customer expectations
Research
Action
Other Customers
Trigger questions to find the main reasons why score was bad
Action
Score is >7
Do Nothing :check:
Step 1 -- Thank You Page
Where?
Collect Post- Delivery NPS
Step 2 -- Email/SMS
Where?
IF
No Response
Follow-up sequence to get PD NPS score
IF
Score is >6
AND
Customer Segment
Power Customers
1 more item...
Active Customers
1 more item...
Other Customers
1 more item...
Score is a 7-8
Ask what could have been improved to have gotten a higher rating
Score is >9
Send review/ugc, loyalty/referral, fb group requests
UGC
Referral
1 more item...