Asking for the score
5A request is drafted by a trigger, held for the account owner's name, sent by a person, answered by the customer. A public review is asked only of somebody who just said 9 or 10 — never of a lukewarm one. Never in the same week as a reminder, never during an open complaint.
- After a quarter ends, per account → NPS — would you recommend us · never in the same week as a reminder or an open complaint
- After a complaint is closed → CSAT — how did we do on that · two days after closure, one question
- After an NPS of 9 or 10 comes back → a public review · within a week, to the person who scored it; IndiaMART or Google, their choice
- Sundaram Auto Systems · NPS — would you recommend usansweredQuarter ended — the schedule for Q2 confirmed · to Purchase head · Ajay · sent 20 Jul · answered 25 Jul · scored 6
Answered in five days; the sentence is on the voice tab.
- Meridian Drivetrain Ltd · NPS — would you recommend usansweredQuarter ended · to Purchase head · Priya · sent 15 Aug · answered 18 Aug · scored 8
An 8 is not a 9 — no review is asked.
- Nashik Gears & Shafts · CSAT — how did we do on thatansweredComplaint closed — the bracket rejection, TKT-3 · to SCM head · Priya · sent 23 Aug · answered 25 Aug · scored 4
Two days after closure, one question.
- Sharma Traders · NPS — would you recommend usheldQuarter ended · to Rajesh Sharma · Priya
Held: an invoice is 71 days overdue and a reminder went out yesterday. Corto will not put a score request in the same week as a dunning letter; Priya decides when.
- Meridian Drivetrain Ltd · a public review on IndiaMARTnot askedAfter a 9 or 10 · to Purchase head · Priya
Not asked: Meridian scored 8. A public review is asked only of somebody who just said 9 or 10 — anything else is asking a lukewarm customer to lie in public.
What customers said, in their words
4- Nashik Gears & ShaftsSCM head · 25 Aug
“Your response time is why we are talking.”
5
csat
- Meridian Drivetrain LtdPurchase head · 18 Aug
“Best on-time record of our bracket suppliers. The 3% is not personal.”
8
nps
- Sundaram Auto SystemsPurchase head · 25 Jul
“Quality is fine. Communication on delays is not — we hear from the transporter before we hear from you.”
6
nps
- Sharma TradersRajesh Sharma · 30 Jun
“'Price.' That was the whole answer.”
call note