Field and Service Operations
Customer satisfaction tracking for telecom and subscription services
In subscription businesses, the customer relationship is long-term, but a single bad installation or an unresolved fault can lead to cancellation. Comvo measures every contact with dealers, the call center and field teams and makes visible the reasons that increase churn risk.
Key challenges in the industry
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Faults and installation
Field teams' appointment punctuality and resolution quality determine satisfaction.
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Repeat contacts
A subscriber who has to call several times about the same issue often moves toward cancellation.
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Dealer network
The sales experience varies from dealer to dealer.
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Cancellation reasons
Why customers leave is not collected systematically.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Dealer and store
- Call center
- Installation
- Faults and technical support
- Billing
- Subscription cancellation
Sample survey
Subscribers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your company. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 When an installation, fault ticket or call is closed, the system sends an event.
- 2 The customer receives a short survey by SMS; the response is matched with the team and region.
- 3 An unresolved issue becomes a case and is assigned to the field or support team.
- 4 When the case is closed, resolution satisfaction is measured.
- 5 Cancellation surveys are collected in the root cause report.
Sample alert rules
- A "No" answer to "Has your fault been fixed?" is assigned to the technical support team as a critical case with a 24-hour resolution time; a "Partially" answer is assigned with high priority.
- A "No" answer to the appointment question is forwarded to the field team manager.
- For subscribers with an NPS of 6 or lower, a churn risk case is opened.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Issue resolution rate
You track the first contact resolution rate for calls and fault tickets.
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Field team performance
You compare installation and repair teams by region.
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Cancellation reasons
You see the root causes behind departing customers.
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Dealer satisfaction
You rank dealers with the same criteria.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Text Analytics AI-powered topic, sentiment and risk analysis Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CES and When Should You Use It? Customer Effort Score (CES) measures how much effort customers spend to get something done. Learn the question format, calculation and use in support and returns.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Measurement The Difference Between NPS, CSAT and CES NPS measures loyalty, CSAT momentary satisfaction and CES process ease. How the three differ, which to ask at each touchpoint and how to use them together.
Frequently asked questions
Is high-volume survey sending possible?
Surveys are sent automatically per event; a contact frequency limit and quiet hours setting prevent sending too often or at night to the same customer.
Can we use our own SMS provider?
Yes. Messages are sent with your own SMS provider account and SMTP server.
Are app store reviews monitored too?
App Store and Google Play reviews arrive automatically and are answered from the panel.
Let us map out a scenario for your industry together.
Share your dealer and field structure and the points where you interact with your subscribers, and we will prepare a suitable survey and rule set for you in a demo environment.