Template · Call script

NPS feedback script that gets scores SMS cannot

Call after delivery, appointment, or support ticket — capture 0–10 score and one verbatim reason. Survey consent, disclosure, and instant opt-out included.

Deploy this script on SvaraCallAll templates
  • 0–10 NPS
  • Verbatim capture
  • Post-service
  • Survey consent

34%

Response rate on voice NPS vs 8% email

12

Script turns — under 90 seconds

+15

NPS data points per day per 1K customers

TRAI

Survey template with explicit consent

Problem

Why teams need a structured script

Email and SMS NPS get single-digit response rates. Phone surveys work but manual CATI is expensive and inconsistent.

Today

What goes wrong without a script

  1. 1Email survey sent — 5% open, 2% complete.
  2. 2Manual phone surveys cost ₹80–120 per complete.
  3. 3Interviewers lead respondents — biased scores.
  4. 4No standard opt-out on survey callbacks.
  5. 5Detractor follow-up delayed days.

With SvaraCall

How SvaraCall runs this script

  1. 1Trigger T+1 after service event from CRM or OMS.
  2. 2Agent asks permission, states disclosure, and survey purpose.
  3. 3Capture 0–10 score and one open-ended reason.
  4. 4Flag detractors (0–6) for human callback queue.
  5. 5Honor opt-out from all future surveys.

Script advantages on AI voice

  • Higher response

    Voice surveys outperform email for Indian consumers.

  • Unbiased script

    Same neutral wording every time — no interviewer bias.

  • Fast detractor alert

    Scores 0–6 trigger human recovery within hours.

  • CRM sync

    Score and verbatim attach to customer record.

Operational outcomes

Complete rate on connected survey calls
34%

Complete rate on connected survey calls

Cost per complete vs ₹80+ manual CATI
₹15–₹25

Cost per complete vs ₹80+ manual CATI

Detractor response time vs weekly batch
−48 hr

Detractor response time vs weekly batch

Disposition codes

CodeMeaningNext action
PROMScore 9–10Log promoter; optional referral SMS
PASSScore 7–8Log passive; aggregate only
DETScore 0–6Alert recovery team within 4 hours
DECLINERefused surveyNo score; no redial this cycle
OPT_OUTStop all surveysSuppress survey campaigns

Full NPS script (Hinglish)

Agent: Namaste, main BrandCo se Ananya bol rahi hoon — aapke recent order ke baare mein ek chhota feedback lena tha. Yeh call record ho sakti hai. 30 second de sakte hain?
Customer: Haan, quick bolo.
Agent: 0 se 10 mein — 10 matlab definitely recommend, 0 matlab bilkul nahi. Aap kya score denge?
Customer: 8.
Agent: Achha. Ek reason batayiye — kya achha laga ya kya improve ho sakta hai?
Customer: Delivery fast thi, packing thodi weak.
Agent: Dhanyavaad — yeh note kar liya. Agar aap future survey calls nahi chahte, abhi bol dijiye.
Customer: Surveys band kar do.
Agent: Theek hai — aage se survey calls nahi aayengi. Aapka din shubh ho.

Deploy in four steps

  1. Step 1

    Define trigger

    Post-delivery, post-appointment, or ticket-close event.

  2. Step 2

    Survey consent

    Ensure prior consent for feedback calls on DLT template.

  3. Step 3

    Detractor queue

    Route 0–6 scores to customer recovery team.

  4. Step 4

    Dashboard NPS

    Track weekly score trend from dispositions.

Related resources

Feedback NPS Script FAQs

TRAI rules for NPS calls?
Survey and feedback calls require consent and DLT-registered templates. Script includes disclosure and opt-out.
Can customers decline mid-survey?
Yes — partial responses are logged; no pressure to continue.
Anonymous responses?
Configure whether verbatim is attributed or anonymized in CRM.
Call timing?
Avoid early morning and late night — typical window 10 AM–7 PM local.
Opt-out scope?
Stops all future survey calls; transactional service calls unaffected per policy.

Capture NPS with voice surveys

Trigger this NPS script post-delivery for two weeks and compare response rate to email.

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