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A Management Information report showing the result of post call customer surveys.
Summary Panel
A summary list of all business outcomes associated with each survey question showing the total number of calls and scores.
| • | Calls - the number of calls that took part in the survey; |
| • | Question - the name of the Business Outcome to which the question results were assigned. The system outcome of Survey Failed may appear in this column with no results. This indicates the number of calls that encountered a failure during the survey; |
| • | Score - the number of calls that have been recorded with each outcome (1 to 5, where 1 is poor and 5 is good)); |
| • | Average - the average score recorded for the survey questions. |
Net Promoter Panel
The Net Promoter business outcome survey results. The Net Promoter outcome is the result of the system default question "How likely are you to recommend our services to a friend or colleague?".
| • | Net Promoter - the average score for the Net Promoter outcome in the surveys. This is shown in a large font and highlighted if the value is below 3. |
Calls Panel
A list of the calls that took part in the survey.
| • | Start Time - the start time of the call; |
| • | Duration - the duration of the call; |
| • | Class - the class associated with the call; |
| • | User Name - the name of the user that handled the call; |
| • | Customer - the customer telephone number; |
| • | Msg - any message that was recorded by the customer. This is blank if no message was recorded; |
| • | Outcome(s) - a column for each business outcome in the survey showing the score this customer gave for each question. Values below 3 are highlighted in the danger colour, and values above 3 are highlighted in the info colour. |