Read the metric, sample and population behind customer feedback.
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.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
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.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Per Period: average effort score and high-effort percentage per Flow (Onboarding, Renewal, SupportResolution, ProductCheckout). Surfaces friction hotspots in the customer journey.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
Customer follow-up · View preview
Mentions per Theme × Period × Scope with sentiment mix and rising / falling theme detection. Drills into representative quotes (PII-masked when configured). The qualitative companion to the quantitative scorecard.
Themes and experiments · View preview
| Masked Text | Sentiment | Primary Theme | Secondary Theme | Classified By |
|---|---|---|---|---|
| MT-343 | Positive | THM-9090 | THM-9662 | AI |
| MT-975 | Neutral | THM-4152 | THM-7076 | Manual |
| MT-378 | Negative | THM-5499 | THM-9787 | Hybrid |
| MT-713 | Mixed | THM-1161 | THM-6064 | AI |
| MT-690 | Positive | THM-9896 | THM-3457 | Manual |
| MT-898 | Neutral | THM-7389 | THM-1047 | Hybrid |
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.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Per Campaign: invited, sent, opened, responded, suppressed (with SuppressedReason mix), bounced, response rate and days-to-respond distribution. Surfaces deliverability problems and survey fatigue.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
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.
Feedback analytics · View preview
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
No reports are assigned to this role. Select Everyone to see all reports.
Compare accepted response populations with a fixed instrument, period and scope. Queued sends, unavailable benchmarks and zero denominators remain distinct from a customer score.
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.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
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.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Per Period: average effort score and high-effort percentage per Flow (Onboarding, Renewal, SupportResolution, ProductCheckout). Surfaces friction hotspots in the customer journey.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
Mentions per Theme × Period × Scope with sentiment mix and rising / falling theme detection. Drills into representative quotes (PII-masked when configured). The qualitative companion to the quantitative scorecard.
| Masked Text | Sentiment | Primary Theme | Secondary Theme | Classified By |
|---|---|---|---|---|
| MT-343 | Positive | THM-9090 | THM-9662 | AI |
| MT-975 | Neutral | THM-4152 | THM-7076 | Manual |
| MT-378 | Negative | THM-5499 | THM-9787 | Hybrid |
| MT-713 | Mixed | THM-1161 | THM-6064 | AI |
| MT-690 | Positive | THM-9896 | THM-3457 | Manual |
| MT-898 | Neutral | THM-7389 | THM-1047 | Hybrid |
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.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Per Campaign: invited, sent, opened, responded, suppressed (with SuppressedReason mix), bounced, response rate and days-to-respond distribution. Surfaces deliverability problems and survey fatigue.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
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.
| Period | Respondent Count | Promoters | Passives | Detractors | NPSScore |
|---|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 | 13.04 |
| PRD-225 | 50 | 24 | 16 | 10 | 28 |
| PRD-478 | 24 | 8 | 7 | 9 | -4.17 |
| PRD-193 | 43 | 13 | 23 | 7 | 13.95 |
| PRD-432 | 49 | 15 | 11 | 23 | -16.33 |
| PRD-807 | 42 | 15 | 15 | 12 | 7.14 |
Create your ERP.AI account and get started with Proto.
We use essential cookies to run the site and optional cookies for features, analytics, and relevant content. See Cookie policy
We use cookies to enhance your experience, analyze site traffic, and serve relevant content. By clicking "Accept All," you agree to our use of cookies. You can customize your preferences at any time.
Learn more about how we use cookiesThese cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
These cookies enable additional features that enhance your experience, such as live chat, video playback, personalized content recommendations, and remembering user preferences.
These cookies help us understand how visitors interact with our site by collecting anonymous usage data. This allows us to measure performance, detect issues, and continuously improve the user experience.
These cookies allow us and advertising partners, including X, to deliver ads tailored to your interests. They track browsing habits across sites to provide relevant advertising and measure ad effectiveness.