How ratings are collected
How does the automatic survey work?
An automatic voice survey with keypad voting, or an SMS with a one-character answer, goes out right after the conversation or after a won deal. During a voice survey the customer can be put through to an agent.
- Automatic call or SMS after the conversation
- One rating — one key press or one character
- Open-question follow-up by voice, transcribed by AI
- A low score immediately becomes a task for the manager
NPS
How is the NPS calculated?
The ratings are split into three groups, and the NPS comes from subtracting the detractor share from the promoter share. Passives do not enter the calculation but stay visible in the summary. The value runs from −100 to 100 and is shown on a gauge with four zones.
- Detractors — the low ratings; this share is subtracted
- Passives — on the edge; not part of the formula
- Promoters — the highest ratings; the calculation starts here
- Zones from “needs work” to “excellent” — the boundary is visible at once
Reports
What does the summary show?
In one place you see how many times every score was picked, how large the three groups are and how many answers came in total. The period is switched with one click — day, week or month.
Every score separately
Next to every rating you see how many customers picked it.
Three groups
Detractors, passives and promoters as shares and counts.
Gauge with zones
The needle at today’s value — one glance tells the zone.
Trend over time
Columns show the distribution per period; the line shows the NPS.
FAQ
Frequently asked questions
Which rating scale is used?
The customer rates from 0 to 9. Such a scale is convenient to answer by phone with one key press or with one character in an SMS. A 1–5 CSAT scale can be used as well.
How is the NPS calculated?
The detractor share is subtracted from the promoter share. Passives do not enter the formula but are visible in the summary.
What does a negative NPS value mean?
That there are more detractors than promoters. The scale runs from −100 to 100, so a negative number is possible and shows the result needs work.
Where do the ratings come from?
From an automatic survey: the system calls or sends an SMS, and the customer’s answer goes straight into the summary. Nothing has to be retyped by hand.
Can periods be compared?
Yes. The summary switches between day, week and month, and a separate view shows the NPS over time with the distribution of every period.
Does it work with our phone system?
The survey connects to 3CX and to other phone systems; SMS surveys use your Plus1CX number.
Related solutions
Let us talk about your case
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