Understanding the Customer Satisfaction Report
The Customer Satisfaction Report is prepared for you on the 1st of each month and is based on the transactional surveys that have been completed over the previous month.
The key elements of the report are:
- Net Promoter Score (NPS). This score is a measure of overall customer satisfaction and is based on the surveys received in the month. NPS = % of customers who gave a rating of 9 or 10 (Promoters) minus % of customers who gave a rating of 6 or less (Detractors). The resulting score ranges from -100 (all customers rated their experience 6 or less) to +100 (all customers rated their experience 9 or 10). Under the score there's some text that shows the Benchmark Band that your Benchmark Position falls into.
- NPS Category Breakdown. This shows you the underlining numbers used to calculate your Net Promoter Score, i.e. the percentage of promoters and detractors you had in the month.
- Benchmark Position. This shows you how your NPS compares to all other organisations using CIOPulse. For example, if the indicator on the thermometer shows 78%, this means that 78% of CIOPulse clients have a Net Promoter Score equal to or less than yours. This would fall into the "Top 30%" Benchmark Band.
- Response Counts & Overall NPS. This bar chart shows you the number of promoters (green), passives (orange) and detractors (red) you had in each of the last 12 months. Adding these numbers up for any given month tells you how many survey responses you received - you should keep an eye on this and make sure you are doing all the right things to keep your customers engaged and answering your surveys. The blue line show you your overall Net Promoter Score for each month.
- NPS by Department. This line chart shows you the Net Promoter Score of each of your Departments for each of the last 12 months (a Department is a Support Group whose 'Department' field is blank).
The cut-off times for the month are based on your local timezone, as set in your Instance Preferences. This can result in a difference between the NPS shown on the Customer Satisfaction Report and the NPS shown on the Net Promoter Analysis (NPSA) dashboard, which uses GMT for it's cut-off dates.
The NPS by Department chart shows active Departments. Teams and inactive Departments are not shown on this chart.
Benchmark Position and Benchmark Bands
The Benchmark thermometer (3) shows your exact Benchmark Position (e.g. 78%). The text below your Net Promoter Score (1) shows which Benchmark Band your Benchmark Position falls into (e.g. Top 30%).
Your Benchmark Position is the exact percentage of our clients who have an NPS equal to or less than yours. For example, a Benchmark Position of 78% means that the NPS of 78% of our clients is equal to or less than yours. Or, to put it another way, only 22% of our clients have a higher NPS.
Benchmark Positions are assigned to Benchmark Bands. The thermometer is divided into 10 bands, ranging from "Bottom 10%" (Benchmark Position <= 10%) to "Top 10%" (Benchmark Position >= 90%). For example, "Top 30%" means that your NPS is within the top 30% of our clients (but not in the top 10 or top 20).
Benchmark Positions are translated into Benchmark Bands as per the table below:
| Benchmark Position | Benchmark Band |
|---|---|
| 90% to 100% | Top 10% |
| 80% to 89% | Top 20% |
| 70% to 79% | Top 30% |
| 60% to 69% |
Top 40% |
| 50% to 59% |
Top 50% |
| 41% to 49% | Bottom 50% |
| 31% to 40% | Bottom 40% |
| 21% to 30% |
Bottom 30% |
| 11% to 20% |
Bottom 20% |
| 0% to 10% | Bottom 10% |
If you wish to stop a Support Group from appearing on the Customer Satisfaction Trend chart, there are two ways to hide it:
1. Set the Support Group to Inactive in the Portal. This chart only shows Support Groups that are Active.
2. Make the Support Group a Team rather than a Department. This chart only shows Departments. A Department is a Support Group whose 'Department' field is blank. A Team is a Support Group whose 'Department' field is not blank.
When a category (e.g. Detractors) within a bar of the Response Counts chart is particularly small, it is not possible to display a count within it.
How to access the report
To access the latest customer satisfaction report, use this URL:
https://app.cio-pulse.com/reports?cpc={your Client Portal Code}To access the customer satisfaction report from a previous period, use this parameter:
-
periodSpecify the report period inyyyy-mmformat. When omitted, defaults to last month, i.e. the latest report.