Customer Satisfaction Insight
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.
Net Promoter Score (NPS)
NPS report shows the overall NPS scores calculated from the net promoter score numbers
Filters
- Date range
- Group by: agent or group
- All groups or a specific group
- Exclude agents from group
Data
| Element | Description |
|---|---|
| Group | The group being measured, based on the filter settings |
| User | Agents receiving the scores |
| Promoter Score | The percentage of visitors who rated a 9 or 10. |
| Detractor Score | The percentage of visitors who rated a 6 or less. |
| NPS Score | NPS = Promoter Score % - Detractor Score % |