An AI feedback call 24-48 hours after delivery or service gets you a Net Promoter Score, the reason behind it, and a same-day rescue for unhappy customers. The agent asks "0 se 10 mein, aap humein kitna recommend karenge?", asks why, and hands anyone who scores 0-6 to a person by transfer or callback. Every score and reason is saved as data. It is the same AI survey caller that runs longer surveys, used for one high-value question.
Set up your first feedback campaign: Start free on Edesy — self-serve, Rs 50 free credit, no demo needed.
Who uses post-delivery feedback calls
- D2C and e-commerce brands after delivery
- Home services: AC service, pest control, appliance repair, cleaning
- Clinics and diagnostic labs after a visit or home sample collection
- Automobile service centres after a service
- Education and coaching after a demo class or counselling session
- Banks and NBFCs after a branch visit or loan disbursal
The call, in under a minute
Namaste {{name}} ji, main {{company}} se ek automated call kar rahi hoon. Kal aapka {{product}} deliver hua tha. 0 se 10 mein, aap humein apne doston ko kitna recommend karenge?
- 9-10: "Bahut dhanyavaad! Aisa kya pasand aaya?" Then close warmly.
- 7-8: "Dhanyavaad. Hum 10 tak pahunchne ke liye kya behtar kar sakte hain?"
- 0-6: "Maaf kijiye. Kya galat hua?" Then: "Main aapki baat humari team se karwa deti hoon."
Two questions are enough: the score and the reason. Adapt the language to your customers; see the Hindi AI calling scripts for tone and phrasing.
Turn answers into data
Define these fields before launch, and the agent fills them after every call:
| Field | Values |
|---|---|
| nps_score | 0-10 |
| category | promoter, passive, detractor |
| reason | free text, in the customer's words |
| issue_type | delivery delay, damaged product, wrong item, service quality, price, other |
| needs_callback | yes / no |
Export to CSV or Google Sheets, or push the results to HubSpot, Salesforce, Zoho CRM or GoHighLevel. Your NPS is simply the percentage of promoters minus the percentage of detractors.
The detractor rescue flow
The score is useful. The rescue is where the money is.
- Score 0-6 triggers the recovery path.
- During working hours, transfer the call to your support team with an announcement.
- Outside working hours, create a callback and send a WhatsApp message: "Our team will call you tomorrow morning about your order."
- Your team calls back the same or next day with the reason already captured.
Customers who complain and get a quick, human response often become more loyal than those who never had a problem. Without a feedback call, most of them simply leave.
Promoters: ask for a review
Promoters (9-10) are happy right now. The agent can send a WhatsApp message with a link to your Google review page or marketplace review. Keep it optional and polite.
Timing, retries and volume
- Call 24-48 hours after delivery, inside a daytime calling window.
- Retry unanswered numbers once, at a different time of day.
- Don't survey the same customer too often: once per order, or once a month for frequent buyers.
- Sample if you have large volumes: calling a representative share of orders gives a reliable score.
Cost
On Edesy, calls are billed per started minute at Rs 4-6 per minute depending on your prepaid top-up, and unanswered calls are free. A two-question NPS call usually finishes within a minute, so each answered call costs about Rs 4-6. For longer surveys, see our guide to AI phone surveys in Indian languages.
Start with last week's orders
Upload last week's delivered orders and see your real NPS, and the reasons behind it, by tomorrow. Create a free account and start from the built-in survey and feedback template, or talk to us. Also see customer onboarding and welcome calls.