Feedback analytics

Read CSAT, NPS and CES with the population and scoring rules behind each result.

Org NPS TrendNPSScores
PublishedOrg
PeriodRespondent CountPromotersPassivesDetractorsNPSScore
PRD-4064617181113.04
PRD-2255024161028
PRD-47824879-4.17
PRD-193431323713.95
PRD-43249151123-16.33
PRD-807421515127.14
Records in this module

Count the answer once

A scorecard starts with accepted responses and the published primary metric question. NPS counts valid detractors, passives and promoters once per respondent, then calculates the difference between promoter and detractor shares. CSAT uses the favourable range defined by its instrument. CES retains whether a lower or higher answer means less effort.

Optional unanswered questions and invalidated responses do not turn into zero values. When a population has no valid denominator, the result is unavailable. That distinction is more useful than a reassuring number built from missing evidence. The scorecard keeps respondent counts beside its metrics so a change based on a handful of answers is not mistaken for a broad movement.

Compare like with like

Campaign, instrument version, period and scope identify the population behind a trend. Cohort membership has its own recorded rule version and snapshot date. This lets an analyst compare an onboarding group with tenured customers without silently applying today’s membership to an earlier quarter.

Changing the question wording, scale, cohort definition or effort direction can change what a number means. Keep those changes visible and compare only compatible bases. A benchmark also needs a matching metric, scale, population and period. If the source is missing or incompatible, show the comparison as unavailable rather than subtracting unrelated values. Recomputing one campaign must not overwrite another campaign’s trend row merely because they share a period label.

Use the right denominator for participation

Response rate distinguishes accepted completions from invitations the provider accepted for delivery. Queued, failed and suppressed requests stay visible as separate delivery outcomes. Occurrence and observation windows keep the numerator and denominator aligned; a recently sent batch should not be compared with a fully observed earlier cohort without that context.

Team and account views keep their current permission scope. Anonymous groups stay subject to the minimum group size, and identity-based drill-down is unavailable. Alert thresholds also combine score movement with a minimum response sample. CX Manager can investigate a meaningful change with a permitted link to its evidence, while Support Manager receives only the current team’s relevant slice. Reports support a decision; they do not convert low participation, an unconfigured benchmark feed or an unresolved delivery attempt into a claim about customer sentiment.

Reports

All reports

Org NPS Trend

Quarterly NPS at Org and per Segment / Region / Plan / AccountOwner, trailing 8 quarters with Promoter / Passive / Detractor mix and period-over-period movement. Drills into the per-Cohort view (e.g. New customers vs. Tenured) and into the per- AccountOwner leaderboard. The CX Manager's daily landing report and the board-deck input.

CSAT by Channel & Agent

Per Period: CSAT Average, Top-2-Box, Bottom-2-Box, ResponseRate by Channel (Email, Chat, Phone, Portal), drilling into AgentTeam × Agent. Highlights channel-specific dips and per-agent variance. The Support Manager's coaching report.

CES by Flow

Per Period: average effort score and high-effort percentage per Flow (Onboarding, Renewal, SupportResolution, ProductCheckout). Surfaces friction hotspots in the customer journey.

Cohort Comparison

NPS / CSAT / CES per Cohort × Period side-by-side — e.g. Onboarding cohort vs. Tenured cohort, Enterprise vs. SMB, US-East vs. US-West. Supports the segmentation hypothesis the CX program is built on.

Participation & Response Rate

Per Campaign: invited, sent, opened, responded, suppressed (with SuppressedReason mix), bounced, response rate and days-to-respond distribution. Surfaces deliverability problems and survey fatigue.

Benchmark Variance

Org metrics vs. industry benchmark per Metric × Period × Scope — variance in NPS points, CSAT points, CES points. The "are we above or below industry" view, used in board prep and renewal conversations.

Roles and permissions

Analyst

Defines analytical cohorts and interprets permitted aggregate results.

Permissions and records
  • Manage draft Cohorts rules and request versioned membership recomputation
  • View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scope
  • Read masked response/answer projections without invitation or private correlation access
  • Export the same authorized projection
  • Cohorts
  • NPSScores
  • CSATScores
  • CESScores
  • Trends
  • BenchmarkData
Account Manager

Works attributable feedback and outreach for the current customer book.

Permissions and records
  • View attributable SurveyResponses and masked Comments where Customer.AccountOwner is current user
  • View own scoped scorecards and Customers
  • Update own Followups through Open, InProgress and ManagerReview with outcome evidence
  • No final outcome approval, another owner book, anonymous identity or campaign launch
  • SurveyResponses
Support Manager

Uses attributable interaction feedback and scorecards for the current support team.

Permissions and records
  • View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.Manager
  • View attributable SurveyResponses and masked Comments where RelatedAgent.Manager is current user
  • No other team, anonymous identity, relationship NPS or account Followups
  • No campaign launch
  • CSATScores
  • Trends
  • SurveyResponses
Executive

Reads privacy-governed organization trends and approved analytical snapshots.

Permissions and records
  • View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
  • Export authorized aggregate projections
  • No raw recipients, comments, response correlation, campaign mutation or outreach decisions
  • NPSScores
  • CSATScores
  • CESScores
  • Trends

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