We update the VF Heartbeat app regularly to make it faster and more stable for you.
This version includes bug fixes and performance improvements.
VF Heartbeat provides instant and direct access to Vodafone customer feedback (for authorized users). Using the simple interface you can:
- See survey scores and read customer comments
- Create your own scorecards to track TNPS and First Time Fix
- See a ranking of organisational units relevant to you
- Filter results by search term, organisational level, alert type, time period, and customer segment
- Forward responses by email to colleagues
- Call back customers and record call results
- Close/reopen alerts
The Vodafone Heartbeat programme
- Tracks TNPS (Touchpoint Net Promoter Score) globally, reflecting the feedback we get from our customers right after they have contact with us.
- Covers all interaction touch points: in store, on the phone, with a technician, online or through the My Vodafone app.
- Provides immediate real-time customer feedback on how we’re doing, across our business, thousands of times every day.
Understanding scores and comments
- Customers are invited to rate their experience in a very short survey by SMS, IVR or email right after they have been in contact with us through any touchpoint.
- We ask customers how likely they are to recommend Vodafone based on their experience, on a scale from 0 to 10.
- These responses are used to calculate Net Promoter Score for that touchpoint.
- No matter the number, with Heartbeat our focus is on improving the score which tells us that we are doing better and better in the eyes of our customers.
- Customers can also leave comments in their own words, good or bad.
- Through Heartbeat we also ask if we fixed the issue, showing how well we’re performing on our Ask Once promise.
