NPS/Feedback reports

Using Business Intelligence Canned Reports : Report Parameters : NPS/Feedback reports

NPS/Feedback reports

Customer Feedback

Use report parameters to link Marks to the responses.

With this report, you can, for example, compare the Customer satisfaction level with the average waiting time. The result of the report can be used to fine-tune the Service level.

Satisfaction level is the average of the answers, where each answer is given a percentage value. Use report parameters to link Marks to the percentage values, as in the following example:

All data is combined from all the selected Branches and the report is displayed as one page per selected Queue.

The following data is shown:

Name	Definition
Date	Dates
Avg. Satisfaction Level	The average of all included answers (100, 67, 33, and 0).
Avg. Waiting Time	The average waiting time for all called Customers.
Waiting Time Service Level	The service time level
Responses	Number of Customers that provided a response.
Called Customers	Number of called Customers
Responses %	% of called customers that provide a response.

NPS® Overview

NPS¹ stands for Net Promoter Score. For more information, please see http://en.wikipedia.org/wiki/Net_Promoter.

Note: NPS can be anything between -100 and 100.

The NPS reports use the NPS Mark types set up in Orchestra.

All data is combined and shown on the same page.

The following data is shown:

Name	Definition
Date	Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS	Net Promoter Score NPS = Promoters (%) - Detractors (%) Promoters = 9 and 10 Detractors = 0 through 6.
Answered (%)	Percent of all served Customers that provided an answer.
Served	Number of served Customers.
Average waiting time	Average waiting time for all served Customers.
Average transaction time	Average transaction time for all served Customers.
Total, NPS	NPS for all included served Customers.
Total, Answered	Percent of total number of served Customers that answered.
Total, Served	The total number of served Customers.
Total, Average waiting time	The average waiting time for all included Customers.
Total, Average transaction time	The average transaction time for all included Customers.
Graph, Y-axis	Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.

NPS® per Branch

The Marks used for NPS are automatically selected.

The report shows the sum for all Services within each Branch.

All data is combined and shown on the same page.

The following data is shown:

Name	Definition
Branch	The selected Branches.
NPS	Net Promoter Score per year and month.
Answered (%)	Percent of all served Customers that provided an answer.
Graph, Y-axis	Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.

NPS® per Service

The Marks used for NPS are automatically selected.

The report has one page per Branch.

The following data is shown:

Name	Definition
Service	The selected Services.
NPS	Net Promoter Score per year and month.
Answered (%)	Percent of all served Customers that provided an answer.
Graph, Y-axis	Fixed 0-100 % if there is no negative value or fixed -100-100% if there is a negative value.

¹ Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.