The communication API is strictly intended for managing the mechanism for sending information from the service provider to relevant parties (such as customers). The API is indifferent to the content of the information that is sent, and is certainly not the place to start dealing with customer satisfaction.
If anything, we could discuss whether the Interaction API could be relevant for dealing with satisfaction, the recorded interactions could at least be one possible source for measuring and tracking satisfaction.
Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
Original Message:
Sent: Dec 06, 2023 05:18
From: Kristóf Csepregi Horváth
Subject: Open API for Validate Customer Satisfaction
Dear All,
I found this idea very promising. Communication API has a similar function, maybe it could be extended for customer feedback (e.g., with attachment type feedback).
On the other hand, while the base use case is simple, there are many subtle details. During the whole customer lifecycle company gathers customer feedback. It may happen event driven (e.g., after contract is signed) or periodically (e.g., once a year). Then the API should support opt-in and opt-out, text definition, language selection, personalization, survey frequency, analysis …, all this at the level of a single contact or an organization). Such an API would be very useful.
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Kristóf Csepregi Horváth
Deutsche Telekom (UK) Ltd
Original Message:
Sent: Nov 13, 2023 07:42
From: ANDRES JOSE MIGUEL SCIALPI
Subject: Open API for Validate Customer Satisfaction
Thank you very much Jonathan for your prompt response and for inviting us to participate. We will review it in greater detail and raise the case.
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ANDRES JOSE MIGUEL SCIALPI
Telefonica Moviles Argentina
Original Message:
Sent: Nov 12, 2023 02:59
From: Jonathan Goldberg
Subject: Open API for Validate Customer Satisfaction
I'm not aware of such an API being planned.
TM Forum is a member-driven organization, so you are invited to join the Open API project and make a proposal for such an API. You would need to create use cases and flows to show the potential use of such an API, and give an initial suggestion for a payload model for the API operations.
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Jonathan Goldberg
Amdocs Management Limited
Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
Original Message:
Sent: Nov 10, 2023 12:32
From: ANDRES JOSE MIGUEL SCIALPI
Subject: Open API for Validate Customer Satisfaction
Hi All,
We are currently designing a new e-care solution for our B2B Customers. This solution will need to be integrated with NPS providers to validate customer satisfaction
after using it.
We would like to know if there is an open API or an ongoing project in TM Forum that allows us to standardize the integration between our new e-care and the NPS providers.
As always, thanks in advance for helping me.
Regards,
Andrés
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ANDRES JOSE MIGUEL SCIALPI
Telefonica Moviles Argentina
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