Chat NPS instead of Chat Rating.
Net Promotor Score, or NPS, measures customer experience and predicts business growth.
The visitor gets a simple question. "How likely are you to recommend us to a friend or colleague?".
Example Visitor view:
The score the visitors return are collected and represented in a simple to use score. This will be shown on the supervisor's dashboard. The NPS score indicates how likely people are going to recommend you to other people. It is a widely used metric to measure customer satisfaction.
For more information about NPS, see: https://en.wikipedia.org/wiki/Net_Promoter
Hi guys, great news, thank you so much! This is a very important metric in our omnichannel project at KVK. Both to improve our customer experience and our learning loop.
I do have three additional requirements for this update to work for us:
1. we would like to be able to see chat ratings as well, as is provided in the dashboard right now (this enables us to analyze the relationship between the individual chat dialogue and the recommendation, and it will give us more understanding of the relationship between the rating and subsequent open feedback)
1. a. so it would be great if we, generally, would be able to measure NPS, but also have a feature to measure chat ratings on some of the experiments we want to do with our chat service (in other words, sometimes we would like the measure the chat dialogue itself, and not so much the customer loyalty)
2. will the NPS results per chat dialogue be available on an individual and team level? (we need this)
3. will we be able to analyze deeper on the promotors, passives and detractors columns as shown above? (we do not only need the amount of promotors, passives and detractors, but also the ratings - see bullet 2)
Again, thanks for your hard work! Posted 5 years, 3 months ago.