Using Business Intelligence Canned Reports : Report Parameters : Customer feedback reports
  
Customer feedback reports
The Customer feedback reports provide direct information about the Customer experience.
With these reports, you can for example:
• Compare waiting time with Customer satisfaction to find the optimal Service level.
• Find the longest waiting time that still results in an acceptable Customer satisfaction level.
• Fine-tune the Service level.
Configuration prerequisites:
• There must be Marks, intended to be used as answers.
• There must be some kind of unit (such as Expressia), where the Customers can provide feedback.
• For some of the reports, Service Level is used.
Customer Feedback per Branch Queue, and Date
Use report parameters to link Marks to the responses.
With this report, you can, for example, compare the Customer satisfaction level with the average waiting time. The result of the report can be used to fine-tune the Service level.
Satisfaction level is the average of the answers, where each answer is given a percentage value. Use report parameters to link Marks to the percentage values.
All data is combined from all the selected Branches and the report is displayed as one page per selected Queue.
 
The following data is shown:
Name
Definition
Date
Dates
Avg. Satisfaction Level
The average of all included answers (100, 67, 33, and 0).
Avg. Waiting Time
The average waiting time for all called Customers.
Waiting Time Service Level
The service time level
Responses
Number of Customers that provided a response.
Called Customers
Number of called Customers
Responses %
% of called customers that provide a response.
 
NPS® Overview
NPS1 stands for Net Promoter Score. For more information, please see http://en.wikipedia.org/wiki/Net_Promoter.
Note: NPS can be anything between -100 and 100.
The NPS reports use the NPS Mark types set up in Orchestra.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
 
NPS® per Branch
The Marks used for NPS are automatically selected.
The report shows the sum for all Services within each Branch.
All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Branch
The selected Branches.
NPS
Net Promoter Score per year and month.
Answered (%)
Percent of all served Customers that provided an answer.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
 
NPS® per Service
The Marks used for NPS are automatically selected.
The report has one page per Branch.
The following data is shown:
Name
Definition
Service
The selected Services.
NPS
Net Promoter Score per year and month.
Answered (%)
Percent of all served Customers that provided an answer.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
 
1 Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.