Net Promoter Score

Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. In the survey sent after an interaction with your company, your customers are asked to rate on an 11-point (0-10) scale the likelihood of recommending your company to a friend or colleague. Based on their rating, customers are classified in one of three categories: promoters, passives, and detractors.

• Promoters provided a score of a 9 or 10. They love your product or service, and are more likely to remain customers, increase their purchases over time, and recommend your company to family and friends.
• Passives gave a score of 7 or 8. These customers are somewhat satisfied, but could easily switch to a competitor's offering if given the opportunity. They are unlikely to speak poorly of your company, but neither are they enthusiastic enough about your products or services to actually promote them.
• Detractors gave a score of 6 or lower. They are not happy with the product or your service, and likely will not purchase from you again. Detractors could potentially damage your company's reputation through negative word of mouth.

Agent Connect calculates your overall NPS by subtracting the percentage of customers who are detractors from the percentage who are promoters, resulting in a score between -100 and 100.

The Company Trends Dashboard for example, can be configured to show the aggregated NPS for all feedback results in the specified time frame.

On the other hand, Customer feedback and the Stream shows the NPS score for specific interactions.

First Contact Resolution

First Contact Resolution (FCR) is the count of customer support queries successfully resolved the first time the customer contacted your company. In the survey sent after an interaction with your company, customers are asked whether their issue was resolved. They can answer Yes or No, or they can skip the question (it is not required). Use FCR to determine whether your resolution rate is accurate compared to your customers' perception.

Agent Connect reports show FCR as Percent Resolved or Percent Unresolved, such as on this iCompany Dashboard:

Agent Connect calculates FCR by dividing the number of issues resolved on the first contact by the sum of all contacts that answered the FCR question. Because the answer to the question is Yes or No, the calculation is essentially:

( Yes's ) / ( Yes's + No's )

And alternative calculation would be Gross FCR, which is the measure of issues resolved on the first contact divided by the total number of all customer contacts. However, this metric is a less accurate reflection of the FCR rate, and so is not used.

Other scores

In addition to the scores above, the following scores are available to be selected on the Metric Configuration screen:

• Star Rating — The average star rating from customer surveys
• Percent Five Star — The percentage of survey responses that are 5 stars specifically
• Percent Positive — The percentage of survey responses with a positive review (either 4 or 5 stars)
• Percent Negative — The percentage of survey responses with negative review (either 1, 2, or 3 stars)
• Response Rate — The percentage of surveys that received responses
• Average Scalar — If you are using a custom scalar question in a survey, this metric tracks the average score for that question.