# Post-Delivery Feedback Calls with AI (NPS)

> Call customers 24-48 hours after delivery or service with an AI voice agent: get a Net Promoter Score and the reason, and route unhappy customers to a person.

Source: https://edesy.in/blog/post-delivery-feedback-nps-calls-ai-2026

**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](https://edesy.in/ai-survey-caller)
that runs longer surveys, used for one high-value question.

> **Set up your first feedback campaign:** [Start free on Edesy](https://voice-agent.edesy.in/?utm_source=edesy.in&utm_medium=blog&utm_campaign=post-delivery-feedback-nps-calls-ai-2026) — 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](https://edesy.in/blog/hindi-ai-calling-scripts-outbound-2026) 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.

1. **Score 0-6** triggers the recovery path.
2. **During working hours**, transfer the call to your support team with an announcement.
3. **Outside working hours**, create a callback and send a WhatsApp message: "Our team will call you
   tomorrow morning about your order."
4. **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](https://edesy.in/blog/ai-phone-surveys-hindi-regional-languages-2026).

## 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](https://voice-agent.edesy.in/?utm_source=edesy.in&utm_medium=blog&utm_campaign=post-delivery-feedback-nps-calls-ai-2026)
and start from the built-in survey and feedback template, or [talk to us](https://edesy.in/contact). Also see
[customer onboarding and welcome calls](https://edesy.in/blog/customer-onboarding-welcome-calls-ai-voice-2026).

## Related reading

- [AI calls for diagnostic labs: bookings and reports](https://edesy.in/blog/ai-calls-diagnostic-labs-home-collection-2026)
- [Win back gym and salon customers with AI calls](https://edesy.in/blog/gym-salon-customer-reactivation-ai-calls-2026)
- [AI voice calls for NGOs: donors and beneficiaries](https://edesy.in/blog/ngo-donor-beneficiary-ai-calls-2026)
- [AMC and warranty renewal calls with AI](https://edesy.in/blog/amc-warranty-renewal-calls-ai-2026)

## Frequently Asked Questions

### What is an NPS feedback call?

A short call that asks the Net Promoter Score question - 'on a scale of 0 to 10, how likely are you to recommend us to a friend?' - and one follow-up question about the reason. Scores of 9-10 are promoters, 7-8 passives and 0-6 detractors.

### When should a feedback call happen after delivery?

Within 24-48 hours of delivery or service, while the experience is fresh. Later calls get fewer answers and vaguer reasons.

### What should happen when a customer gives a low score?

Ask what went wrong, apologise, and hand the customer to a person, either by transferring the call during working hours or by creating a callback and sending a WhatsApp message saying someone will call. Fast follow-up on detractors is where most of the value of an NPS programme comes from.

### Why use a phone call instead of an email or SMS survey?

Many Indian customers never open email surveys and ignore survey links in SMS. A short call in their own language gets more responses, and the customer can explain the reason in their own words instead of typing.

### How much does an AI feedback call cost?

On Edesy, calls cost Rs 4-6 per started minute and unanswered calls are free. A two-question NPS call usually finishes within a minute, so each answered call costs about Rs 4-6.