This guide provides an overview of the Survey Report and its key metrics within Orlo to understand customer satisfaction (CSAT) and Net Promoter Score (NPS) results from your social media and live chat interactions.
Things to consider ✅
- To view the Survey Report users will need the 'View Survey Report' enabled in the 'User Permissions' area.
- You can customise your survey preferences in the 'Survey Settings' section. To see how to do this, you can visit our guide on setting up surveys.
Scores and Filters
CSAT Score - CSAT scores are usually collected through surveys that ask customers to rate their satisfaction on a scale, often from 1 to 5 (or 1 to 10), with higher numbers indicating greater satisfaction.
NPS - The NPS score is calculated by subtracting the percentage of "detractors" (those who score 0-6) from the percentage of "promoters" (those who score 9-10).
Filter your report to find specific CSAT/ NPS responses in your Survey Report
- Start and End Date
- Survey Type - Filtering by CSAT or your NPS responses
- Score range - only include certain scores in the report
- Author name - Look at scores and comments from specific people
- Surveyee - filter by certain agents or look at scores from all agents
- Keyword search - filter your report by certain keywords
Survey Responses
In the survey responses area, you can see the score and comments that have been made for responses submitted by members of the public. Options included in this area are
- The date that the survey response was received
- Surveyee name
- Agent Name
- Score
- Comments
Example Survey Response
