Purpose & Audience: Public display of a Net Promoter Score. NPS shown can be for your organisation, a Department, a Team or a Customer Segment.

Name: nps-gauge

Main parameters:

• rgid Optional. Displays the NPS for the Team or Department with this Support Group Code. When omitted, the gauge will display your overall NPS.
• sgid1 Optional. Displays the NPS for this Customer Segment 1. Can't be used if combine, rgid or sgid2 specified.
• sgid2 Optional. Displays the NPS for this Customer Segment 2. Can't be used if combine, rgid or sgid1 specified.
• combine  Optional.  When y, displays the NPS based on all surveys received for the Department and the Teams that belong to that Department. When n, displays the NPS based just on the surveys received for the Department.
• 30d Optional. This parameter requires no value. Shows the NPS based on surveys received in the last 30 days (30-Day NPS).
• eom Optional. This parameter requires no value. Displays the NPS based on all surveys received in the previous calendar month.
• period Optional. Display the NPS for the specified month, e.g. period=2019-11.  Cannot be the current month.
• fromperiod and toperiod Optional. Used to display the NPS based on all surveys received in this period range, e.g. fromperiod=2019-01&toperiod=2019-06. The range cannot included the current month.

For more information see: Customer satisfaction gauge

Purpose & Audience: Provides Support Leads with feedback from unhappy customers received on the previous day. Used to prepare for service recovery calls.

Name: N/A - Automatically sent to Support Leads each day (where there was at least one unhappy customer the day before). Support Leads are also alerted via SMS.

For more information see: Service Recovery Alerts

Purpose & Audience: Provides Support Leads with feedback received in the previous week from Promoters (customers who have given a rating of 9 or 10). Used to promote positive discussion during Team Meetings.

Name: N/A - Automatically sent to Support Leads every Monday.

For more information see: Weekly Promoters report

Purpose & Audience: Public display of latest NPS survey responses. All feedback can be shown, or for an individual Department, Team or Customer Segment.

Name: feedback

• rgid Optional. Displays feedback for the Team or Department with this Support Group Code. When omitted, all feedback will be displayed.
• sgid1 Optional. Displays the NPS for this Customer Segment 1.
• sgid2 Optional. Displays the NPS for this Customer Segment 2.
• combine  Optional.  When y, displays feedback from all surveys received for the Department and the Teams that belong to that Department. When n, displays feedback just from surveys received for the Department. This parameter is ignored when the Support Group Code specifies a Team rather than a Department.
• min Optional. Displays feedback where overall satisfaction rating > = this value (1-10).
• max Optional. Displays feedback where overall satisfaction rating < = this value (1-10).

For more information see: Customer feedback slider

Purpose & Audience: Provides Support Leads or service improvement staff with on-demand access to transactional survey responses in CSV or PDF format. Report is emailed as an email attachment. Used for identifying feedback themes and collecting feedback for staff performance development sessions.

As well as on-demand, Support Leads are automatically sent this report, containing the last 30 days of survey responses for their Support Group, on the 1st of each month.

Name: survey-responses-nps

• rgid Optional. Include surveys for the Team or Department with this Support Group Code. When omitted, the gauge will include surveys for all Support Groups.
• sgid1 Optional. Displays the NPS for this Customer Segment 1.
• sgid2 Optional. Displays the NPS for this Customer Segment 2.
• combine  Optional.  When y, includes surveys for the Department and the Teams that belong to that Department. When n, includes only surveys received for the Department and not for its Teams. This parameter is ignored when the Support Group Code specifies a Team rather than a Department. Defaults to n. You can learn more about how the combine parameter works, in this article.
• format Optional. The format of the report, csv or pdf.
• srn Optional. When y, shows Service Recovery Notes against each survey response where notes have been recorded. Also, when y, the dates in the report (the first column) become hyperlinks. Clicking on a hyperlink displays the Service Recovery Notes dialog box for this survey. Cannot be y when format=csv. Defaults to n.
• sendto Optional. Specify who to email the report to - admin, lead, select or an authorised email address, e.g. [email protected].  See below for more information.
• eom Optional. This parameter requires no value. Include just the surveys received in the previous calendar month.
• fromperiod and toperiod Optional.  Include just the surveys for the specified period range, e.g. fromperiod=2019-01&toperiod=2019-06.
• Additional filter parameters:
• min Optional. Includes survey responses where overall satisfaction rating > = this value (1-10).
• max Optional. Includes survey responses where overall satisfaction rating < = this value (1-10).

For more information see: Survey responses report

Purpose & Audience: Public display of the latest Team or Department Net Promoter Scores in a table, sorted by Net Promoter Score. Used for gamification and/or to quickly compare Team or Department performance.

Name: support-group-league-table

• rgid Optional. Lists the Teams that belong to this Department.
• combine  Optional.  When y, lists Teams. When n or omitted, lists Departments.
• 30d Optional. This parameter requires no value. The NPS is based on surveys received in the last 30 days (30-Day NPS).
• eom Optional. This parameter requires no value. The NPS is based on all surveys received in the previous calendar month.
• period Optional. The NPS is based on the specified month, e.g. period=2019-11.  Cannot be the current month.
• fromperiod and toperiod Optional. The NPS is based on all surveys received in this period range, e.g. fromperiod=2019-01&toperiod=2019-06. The range cannot included the current month.
• responses Optional. Displays only Teams or Departments that have had more than this number of survey responses in the last 30 days. Used to filter out Teams or Departments whose Net Promoter Scores would have a high error margin due to the low number of responses.

For more information see Support Group League Table.

Purpose & Audience: Public display of the latest Customer Segment Net Promoter Scores in a table, sorted by Net Promoter Score. Used to quickly compare the satisfaction levels of your Customer Segments.

Name: segment-league-table

• segment Optional. Specify segment=1  (or omit the parameter) to list Segment 1s. Specify segment=2 to list Segment 2s.
• 30d Optional. This parameter requires no value. The NPS is based on surveys received in the last 30 days (30-Day NPS).
• eom Optional. This parameter requires no value. The NPS is based on all surveys received in the previous calendar month.
• period Optional. The NPS is based on the specified month, e.g. period=2019-11.  Cannot be the current month.
• fromperiod and toperiod Optional. The NPS is based on all surveys received in this period range, e.g. fromperiod=2019-01&toperiod=2019-06. The range cannot included the current month.
• responses Optional. Displays only Customer Segments that have had more than this number of survey responses in the last 30 days. Used to filter out Customer Segments whose Net Promoter Scores would have a high error margin due to the low number of responses.

For more information see Customer segment league table

Purpose & Audience: Dashboards are collections of interactive charts and tables that enable customer satisfaction to be analysed by managers, or anyone charged with using customer feedback to drive service improvement.

Name: dashboard

• dashid Mandatory. Specify which dashboard you wish to view: Parameter values are: agnps (Agent Performance), kda (Key Driver Analysis), npsa (Transactional Survey NPS Analysis), sres (Transactional Survey Responses), srp (Service Recovery Performance).
• grid Optional. When y, displays grid lines between charts and tables shown on the dashboard. When n, no gridlines are shown. Defaults to n.

For more information see: Interactive Dashboards

Purpose & Audience: Management report enabling overall and Department performance and trends to be understood.

URL: N/A - Automatically sent to the CIOPulse administrator (and others as specified in the Portal) on the 1^st of each month.

For more information see: Customer satisfaction report