Analytics x Feedback v1
Category glossary (see image)
Date: This indicates the survey submission dates
Feedback: This indicates the total number of responses you received in the date range specified.
Average score: This is the overall average score out of 10 given by customers over the selected period. It is possible that a customer may have clicked on the dissatisfied icon, but still have left a relatively high score.
NPS: To calculate NPS, we use the classic methodology:
Customers who give a score of 6 or lower are detractors
Customers who give a score of 7 or 8 are passives
Customers who give a score of 9 ou 10 are promoters
To calculate the net promoter score, we subtract the percentage of detractors from the percentage of promoters.Example: If 50% of respondents were promoters and 10% were detractors, your Net Promoter Score (NPS) would be 40.
Happy/Unhappy graphic: Displays the distribution of customers who have indicated a positive delivery experience versus a negative one (thumbs up versus thumbs down).
It is possible that a customer may have clicked on the dissatisfied icon, but still have left a relatively high score.
Export your customer feedback!
When you export this data by clicking the "Send report" button and open it in Excel, line breaks may not be interpreted correctly (despite the fact that the generated CSV file follows the CSV standard with line breaks).
Here's how to solve the problem if necessary:
Use a CSV to XLS converter (Excel's format) before opening the file. Here's an example of a converter
Save your file as XLS.
That's all there is to it!
Export your clients' feedback
When you export this data and open it in Excel, line breaks may not be interpreted correctly (despite the fact that the generated CSV file follows the CSV standard with line breaks).
Here's how to solve the problem if necessary:
Use a CSV to XLS converter (Excel's format) before opening the file. Here's an example of a converter
Save your file as xls.
And that's it!