Customer Satisfaction Report

The Customer Satisfaction report can be found here: https://app.velaro.com/#/reports/customer-satisfaction/engagements)

The report provides charts and data from the Net Promoter Score (NPS) question in the post-chat survey.

See Post-Chat Survey for more information. The post-chat survey is configured here: https://app.velaro.com/#/admin/workflows/post-chat-survey

 

Charts

Promoters, Passive & Detractors (PPD)

The PPD chart shows overall % balance of promoters (9 and 10) Passive (5, 6, 7 8) and Detractor (1, 2, 3, 4) ratings.

Customer Satisfaction (Engagements) Chart

 

Net Promoter Score (NPS)

NPS report shows the overall NPS scores calculated from the net promoter score numbers

 

Net Promoter Score (NPS) Chart

 

Filters

  • Date range
  • Group by: agent or group
  • All groups or a specific group
  • Exclude agents from group

 

Data

ElementDescription
GroupThe group being measured, based on the filter settings
UserAgents receiving the scores
Promoter ScoreThe percentage of visitors who rated a 9 or 10.
Detractor ScoreThe percentage of visitors who rated a 6 or less.
NPS ScoreNPS = Promoter Score % - Detractor Score %

Was this article helpful?