Transaction Survey – Service Call Feedback

Process Course

NCR Confidential - Internal Use Only

Increasing customer satisfaction using real-time feedback
One of our key goals is to continue to improve our quality of service and customer experience.
Feedback upon completion of a service call will enable us to have more real-time information.

This provides the opportunity to gather immediate customer input regarding:

❖ The ease of placing a service call
❖ Overall quality of service and communication

Our customers will have the option of answering the survey on your mobile device, or they
may choose to receive a text or e-mail message.

In this version of the transaction survey, we’ve made improvements to align with NCR’s overall
approach to optimizing the customer experience (CX) and other transactional surveys taking
place across the company.

The Transaction Survey will not be given after every service call – only after a select group of
our service calls each day. During the Task Close process you’ll be notified if you are to ask the
customer to take the survey.
Increasing customer satisfaction using real-time feedback
The transaction survey is now composed of two questions that are aligned to the company’s
focus on Net Promoter Score (NPS). NPS is an industry best practice where we measure how
likely our customers are to recommend us to a friend or colleague.

Watch this video to learn much more about NPS and NCR’s customer experience journey.

The two questions in the transaction survey are:

❖ Based on your most recent service call, how likely are you to recommend NCR to a friend or
colleague? (0-10, 10 being extremely likely)
❖ Please provide the reason for your likelihood to recommend NCR rating.

Our customers will have the option of answering the survey on your mobile device, or they
may choose to receive the survey in the form of a text or email message.
We encourage you to watch a brief training module, that includes sample surveys, here.
 Slide 1 of 5
The Customer Feedback on call completion
Just before call completion, the Customers will be able to rate CE & NCR.

The Customer is
not available for
feedback

Select No, enter the You will see the Task is now
mandatory comments ‘Saved’ Alert. Hit OK. Completed, and can
and then hit Confirm be synced with ES.
4 NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
 Slide 2 of 5

The Customer is available

for feedback

Upon clicking save

Select Yes, then hit
button, Alert will be
Confirm.
presented.
5 NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
 Slide 3 of 5

Survey page will open in a The Customer will hand you the device back. Make sure to
default browser. At this close the Survey browser tab.
point, hand the device to
the Customer. The
Customer should choose Note: If you are using the Samsung Internet
one of the four options. browser, access the Tabs in the bottom right
corner to close the Survey tab.
6 NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
 Slide 4 of 5

Note: If the Customer

accidentally backs out
of the Survey page,
you can bring it back
by pressing the
‘Recent apps’ button
on your device. Button
is usually on the
bottom left corner of
the device.

Back in ES Mobility, Task is now

you will see the Completed, and can
‘Saved’ Alert. Hit OK. be synced with ES.

7 NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions

 Slide 5 of 5
CE Refresher Guidelines
Listed below are some guidelines for the CE’s to follow when engaging the
Customers for their feedback to make this a positive experience.

.
8 NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
 THANK YOU

NCR Confidential - Internal Use Only