Customer survey and NPS reports
Inspect customer survey answers, compare scored feedback and review Net Promoter Score results.
What it is
Survey reports show customer answers alongside their conversation and operator context. NPS Survey groups responses into promoters, passives and detractors and calculates a Net Promoter Score. Pre-chat answers and event surveys have separate reports.
Who uses it and why
Supervisors review feedback and identify conversations needing follow-up. Operators with the Reports role inspect feedback on handled conversations. People with the Settings or Manager role maintain survey questions and scoring.
Where to find it
Under Reports › Live Chat, choose Pre-Chat Survey, Operator/Survey, Chat/Survey Detail or NPS Survey.
Under Reports › General, choose Overall Survey Detail, NPS Survey or Event Surveys. Manage surveys at Settings › Events › Surveys.
How it works
Choose the report, dates and available operator, team, platform or conversation filters. Select Apply Filters.
- Pre-Chat Survey shows information submitted before a chat, including configured custom fields.
- Operator/Survey associates question answers and scores with operators and conversations.
- Chat/Survey Detail and Overall Survey Detail show the recorded answers with conversation information. The overall report offers a platform selection.
- Event Surveys reports survey activity associated with visitor events.
Detail includes the question, answer and score where available. A conversation can contain several questions, so inspect question identity before counting rows as customers.
NPS Survey uses the recorded NPS scores to form these groups:
| Group | NPS score |
|---|---|
| Promoters | 9 or 10 |
| Passives | 7 or 8 |
| Detractors | 0 to 6 |
To calculate NPS, subtract the detractor count from the promoter count, divide by the total across all three groups, then multiply by 100. It ranges from -100 to 100. The overall report breaks results down by platform and calculates its total from the combined response counts.
The NPS date range selects when survey responses were submitted, which can be later than the associated conversation's start date.
Configure it
With the Settings or Manager role, use Settings › Events › Surveys to maintain questions and answer scores. Use a compatible 0-to-10 NPS question when you want an NPS result.
Powerfront can change Use actual score for NPS survey for you. It affects the score shown for NPS questions in applicable detail reports. The standalone NPS Survey calculation does not depend on that display switch.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Use actual score for NPS survey | Settings › General Settings › Admin | website | Off | Powerfront | Shows the actual NPS answer in the score column of applicable survey-detail reports instead of the reported survey score. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | View survey detail and NPS reports. |
| Can view Customer PII and Conversation Data | View protected contact information in applicable pre-chat survey results. |
Limits and good to know
- No feedback does not mean a zero rating. Inspect the response count alongside a score.
- A displayed NPS of zero can mean balanced promoter and detractor counts or no counted responses. Check the group counts.
- Response counts, response rates, average scores and NPS are different measures.
- Different questions can use different score scales or categories. Compare like questions and scoring schemes.
- The reports display whole-number NPS, which can differ slightly from subtracting rounded displayed percentages.
- Customer survey feedback is separate from operator QA or AI scoring.
Depends on and works with
+1 more · this feature uses
- Post-chat survey for web visitorsEnhances
Post-chat and linked survey delivery supplies customer responses.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages the NPS score-display switch.
- Visitor event rules and actionsEnhances
Visitor survey events supply Event Surveys activity.
- Report selection and filtersRequires
Survey reporting uses the reporting workspace and filters.
- Operator productivity reportsRelated
Productivity reports show survey counts and scores alongside operator handling measures.
- Conversation detail and abandonment reportsRelated
Conversation detail provides handling context for an individual customer survey response.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permissions affect protected pre-chat contact fields.
- Pre-chat survey for visitorsEnhances
Pre-chat intake supplies the Pre-Chat Survey report.
- Visitor survey questions and scoresConfigured by
Survey questions, answer scores and categories determine the feedback available for reporting.
- Post-chat survey for web visitorsEnhances
Post-chat and linked survey delivery supplies customer responses.
Used by
- Visitor survey questions and scoresRelated
Survey reports show collected answers and explain the reported rating scales.
- Post-chat survey for web visitorsRelated
Survey reports associate feedback answers and scores with their conversations.
FAQ and troubleshooting
Why does the score differ from the answer?
An answer can have a configured numeric score. Powerfront can enable actual NPS answer display for applicable detail views.
Why are there several rows for one conversation?
The survey can contain several questions or recorded answers. Check the survey and question identifiers before counting responses.
Why is NPS different from the average survey score?
NPS compares promoter and detractor proportions on its 0-to-10 scale. An average survey score uses the configured answer values.
Why are pre-chat contact fields masked?
Protected fields depend on Can view Customer PII and Conversation Data and field classification. Ask someone with the Settings or Manager role to check your account permissions.