It is possible to send a questionnaire after an intervention with a dissatisfied customer. This allows you to have an NPS and a level of satisfaction that reflects your efforts to manage your dissatisfied customers

Table of contents :

The sequence "Follow-up after dissatisfied customer intervention" allows you to evaluate the intervention you made after a customer expressed his dissatisfaction.

The questionnaire is very short, with two mandatory questions and one optional open-ended question:

The first question asks the customer to rate their level of satisfaction with the intervention, which will have an impact on the overall satisfaction indicator.

The second question is the Net Promoter Score question. If the customer had a bad experience initially, but is satisfied as a result of your intervention, they will be able to update their NPS score, which will have a positive impact on the Net Promoter Score indicator.

The last question is an open-ended, optional question that allows the customer to express themselves if they have any comments.

If you don't already have the sequence "Follow-up after dissatisfied customer intervention", you can add it by clicking on "Sequences" in the left menu and then on "+ Create a sequence".

You can then search for the keyword "Intervention" and click on "Select" to add the sequence template to your sequences.

💡There are 2 templates for this sequence. I recommend you to take the new version, since it is an improved version of the original template.

To send the post-intervention sequence, the management status of the unhappy customer must be " Done ".

When you change the management status of the dissatisfied customer for "Done", an orange button appears to easily send the questionnaire following an intervention.

⚠️ Please make sure to select the correct sequence when you send the post-intervention sequence.

Here is a preview in the "Results" section when a post-intervention questionnaire is sent.

When it has been completed, the evolution of the NPS score is displayed:

Concretely, when a customer answers this questionnaire and is satisfied after the intervention, the NPS of this customer will be updated.

In terms of the satisfaction level of this customer after the intervention, the customer will be considered satisfied, but the dissatisfaction will still be counted. So when a dissatisfied customer becomes satisfied after an intervention, the satisfaction will cancel out the dissatisfaction in your overall satisfaction level.

When the customer has responded anonymously, the button does not appear on the feedback when the unhappy customer management status is set to "Done", because the system doesn't know the identity of the customer, so it cannot send the "Follow-up after dissatisfied customer intervention" sequence.

To send the post-intervention sequence to a customer who responded anonymously to the questionnaire, you must send it manually by entering the customer's contact information.

If you don't know how to do a manual sending, you can rely on this guide to send the post-intervention sequence to a customer who had responded anonymously. 👇