Hello, we did this as part of our original pilot for realtime NPS transactional surveying. After our Resolver Agent had closed the loop with the customer, and asked the customer if it was ok to send another survey we would send the customer a second survey.
The business wanted this functionality to understand how well our Resolver agents were conducting the closed loop process.
Our findings from the pilot were
1. Despite the Resolver agents talking to the customer about the survey, we had very low response rates from the customers
2. The few customers who did respond usually gave a NPS score but practically never gave any supporting comments
If you do choose to implement then you'll also need to consider whether your 'second survey' results form part of your overall NPS score for the day / week / month. You'll find your team leads / operational people will be very keen to include the second (higher) results to their overall scores but that your reporting & insight people will be reluctant to mix in these results as they are not apples-for-apples with the original survey.
With our full roll out of Realtime NPS we chose not to implement follow up surveys
Monica
