Each week, on Monday morning, we send each Contact a Weekly Promoters report for the Support Groups they are associated with as a Support Lead or an Also Alert (when 'Also Alerts For SR Only is set to 'No' in your Portal Preferences).

The Weekly Promoters report consists of feedback from customers who gave the Support Group an overall rating of 9 or 10 within the last week (Monday to Sunday).

If there were no Promoters in the last week (no customers gave a 9 or 10 rating), the Support Lead will not get the report.

The Weekly Promoters report shows:

1. The date the feedback was received.
2. The customer who provided the feedback and the ticket ID (if provided). The ticket number will be a hyperlink to the ticket in your Customer Support System if a URL prefix has been setup in the Portal.
3. The Segments the Customer belongs to (if provided).
4. The agent who resolved the ticket (if provided) and the Support Group they belong to.
5. The ratings given by the customer for specific aspects of their experience and their overall satisfaction rating (which will always be 9 or 10).
6. Comments given by the customer (if provided).