Scores

TermDefinition
NPSThe Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of business stakeholders to recommend a company’s products or services to others. This helps to gauge the overall customer satisfaction and loyalty to the brand. Calculated as the difference between % promoters and % detractors
RatingThe mean or average score of all the customer responses received against the primary question.
ResponsesTotal number of customer responses received for a project/account within the selected time frame.
Score/Rating DistributionPercentage or absolute distribution of total responses received into Passives, Prometers, Detractors.
NPS Trend/Rating TrendGraphical representation of how the NPS score or the average rating changed/performed over time.
Time AggregationGrouping time to view score collectively over a particular time frame i.e day, week, month, quarter, year.
Absolute Bar ChartStacked bar charts representing absolute count of total responses who are Passives, Promoters and Detractors.
HierarchyHierarchy is a way to structure an organization using different levels of authority and a vertical link, or chain of command of the organization. Hierarchy is built on multiple levels and accordingly provides data cuts and user access based on the hierarchy view.
Cohort Group of customers which can be grouped together based on the responses they provide or transactions they perform which can be used for analysing data.
WeightagePercentage or share of customers under a particular cohort or hierarchy value as compared to the overall customers which helps us in deriving their contribution to the overall score.
Impact ScoreCalculates the positive or negative impact a cohort has on the overall performance and is calculated by calculating the difference between the cohort score and the overall score and multiplying it by the responses received against the cohort.
PromotersCustomers who have rated 10 or 9 and are considered enthusiasts who will buy and refer company products.
PassivesNeutrals customers who have rated 8 or 7 and are largely satisfied with the company but may be open to competitive offerings.
DetractorsDissatisfied customers have rated between 6 to 0 and might  inhibit growth through negative word of mouth.
T2B/T2B%Top 2 Box (T2B) summarises the positive responses, aggregating the highest 2 responses from the scale. In case of CSAT scale (1 – 5), T2B would include customers who have rated 5 or 4.
B2B/B2B%Bottom 2 Box (B2B) summarises the negative responses, aggregating the lowest 2 responses from the scale. In case of CSAT scale (1 – 5), T2B would include customers who have rated 1 or 2.
T3B/T3B%Top 3 Box (T3B) summarises the positive responses, aggregating the highest 3 responses from the scale. In case of 1 – 10 Scale, T3B would include customers who have rated 10, 9 or 8.
B3B/B3B%Bottom 3 Box (B3B) summarises the negative responses, aggregating the lowest 3 responses from the scale. In case of 1 – 10 Scale, T3B would include customers who have rated 1, 2, 3.
MB/MB%Middle Box (MB) summarises the neutral responses, aggregating all responses other than the positive (T2B/T3B) and negative (B2B/B3B) ones from the scale.
Primary RatingThis indicates the main question within a conversation that is used to capture the overall experience of a customer, for which the conversation is triggered. The score of a project is calculated using the value captured in the Primary question. This is a mandatory question of a conversation and any project can always have only one primary question at any given point of time.
Primary CommentThis indicates the main open ended text comment that captures free text entered by the customer on the conversation response. This is a mandatory question of a conversation and any project can always have only one primary comment at any given point of time, although there can be multiple open ended text questions within a conversation.
All QuestionsView on the dashboard which gives an aggregate of all questions which have been included as a part of the conversation.
Word CloudThe word cloud gives you a pictorial representation of key words used most often in comments received at a project level. The view combines all the comments received at a project level and displays the most commonly used words.
Keywords Keywords are defined as a set of one or more words that best describe the subject of the comment a customer has shared.
Key PhrasesKey phrases are a group of two or more key-words which collectively describes the subject of the comment shared by the customer.