Using Business Intelligence Canned Reports : Report Parameters : NPS/Feedback reports : NPS® Overview
  

NPS® Overview

NPS1 stands for Net Promoter Score. For more information, please see http://en.wikipedia.org/wiki/Net_Promoter.
Note: NPS can be anything between -100 and 100.
The NPS reports use the NPS Mark types set up in Orchestra.
All data is combined and shown on the same page.
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
1 Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.