The default NPA survey has 4 questions:
- How likely is it that you would recommend DHL Express to a friend or colleague?
- Standard NPS question
- Can you explain why you have provided that score?
- Open-ended text verbatim customer responses.
- Would you like a manager to call you back?
- Used to determine 2nd call queue
- In the event that we have a question regarding your response, may we please call you?
- This question is only shown IF the customer selects NO to the 'Would you like a manager to call you back' question.
- See Campaign Routing to configure this
It's not possible to add or delete question from the default NPA survey. If you need different question you can create a survey from scratch using the green 'Create New Campaign' button.
The survey is in English by default but you can translate it using either:
- Directly in the designer (This means the survey is only in one language)
- Edit a slider question
- Edit a Comments question
- Edit a YES/NO question
- Set a default language and adjust trustMinder default notifications
- Using the Translation feature where you can have multiple languages
- Translating does not break the mapping listed below
Mapping Responses to NPA fields
When the response is returned to the NPA the following default mapping of the questions back to the NPA fields is used.
| trustMinder Question | NPA field | Note |
| How likely is it that you would recommend DHL Express to a friend or colleague? | TM NPS | |
| Can you explain why you have provided that score? | TM Comments | |
| Would you like a manager to call you back? | TM Customer Agreed to Contact | IF YES then send the response to 2nd Caller Queue. IF NO send the response to Analyst Queue |
| In the event that we have a question regarding your response, may we please call you? | TM Customer Agreed to Contact | Analyst Queue |