Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Transactional NPS Survey for Banks
A transactional NPS without the reason is a number nobody can act on. Transactional NPS is meant to show which moments build or erode loyalty. Most programs collect the number and lose the reason, and none record whether the problem was solved. This conversation asks the score about one recent interaction and captures the why, the channel and the resolution next to it.
Scores tied to a specific channel and moment
Resolution captured next to every score
Detractor reasons routed to the owning team
Used 1,845+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
NPS score, 0 to 10, for a recent interactionPromoter, passive or detractor classificationThe reason behind the scoreInteraction channel: branch, phone, app or onlineHow recently it happenedWhether the customer's need was resolvedOne specific improvement
Questions it always asks
The core fields every response captures.
Always ask the 0 to 10 question about this one interaction
Always ask whether their need was resolved
How it adapts
Follow-ups that change based on what people say.
If they score 6 or below, ask what would have made the interaction better
If their need was not resolved, ask what they have had to do since
Where it routes people
Different paths for different answers.
Route detractors with unresolved needs to a named owner the same day
Escalate channels where resolution and tNPS fall together to operations
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #cx-banking in Slack when a branch's detractor share rises
Update the customer record in Salesforce with the score, channel and resolution
Open a Zendesk ticket for every detractor whose need was not resolved
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
Shortly after a branch visit, call or digital task, the customer gets a short conversation. It asks the 0 to 10 recommend question about that interaction, then why, with a brief follow-up only if the answer is vague. It records the channel and how recently it happened as standard questions, asks whether their need was resolved, and asks for one improvement if the experience fell short. Scores are classified as promoter, passive or detractor in the output. It never asks for account details.
Getting started
- 1
Trigger within hours of the interaction from your core, contact center or digital platform
- 2
Pass the channel from the trigger so scores split cleanly by branch, phone and app
- 3
Set the detractor threshold that routes a customer for follow-up
- 4
Report resolution rate next to tNPS for every channel
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Salesforce, Slack, Zendesk
- Times Used
- 1,845+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A transactional NPS email arrives with one score and an optional comment box, and most detractors leave the box empty, so the team knows the score fell and not why.
- The score is rarely tied cleanly to the channel and moment it describes, so a bad phone call and a bad app session land in the same average.
- Nothing in a standard NPS survey asks whether the customer's problem was actually solved, which is the strongest driver of how they score the bank.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks the 0 to 10 question about one specific recent interaction, then asks why, with a brief follow-up only when the answer is vague.
- It records the channel and how recently the interaction happened as standard questions, so scores can be split by branch, phone, app and online.
- It asks whether the need was resolved, so every score arrives next to the outcome that usually explains it.
What is transactional NPS?
Transactional NPS (tNPS) is a Net Promoter Score collected right after a specific interaction, such as a branch visit, a call to the contact center, or a task in the mobile app. It asks how likely the customer is to recommend the bank based on that experience. Relationship NPS asks the same question about the bank overall, on a periodic schedule. Transactional NPS shows which moments are building or eroding loyalty.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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