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
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
- Date range
- Group by: agent or group
- All groups or a specific group
- Exclude agents from group
|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 %|