We thought you’d want to know about these exciting updates going live on the 14th of October!💥

Our goal—to simplify your work with the following key VOC metrics:

  • Net Promoter Score (NPS) indicates the likelihood of a customer’s recommendation

  • Customer Effort Score (CES) tells how easy it is to use your products or services

  • Customer Satisfaction Score (CSAT) measures the customer’s overall satisfaction with your company

Blog article: How to measure customer satisfaction KPI: NPS, CSAT, CES, & CLI

What’s New: 3 Updates 💥 💥 💥

1. Dashboard

General Overview

  • We’re renaming the Criteria tile to “Scores and Criteria” as it will now also provide CES results.

My KPIs

  • All former Criteria tiles will be rebranded as the CSAT tile.

  • You can set up a new tile for your CES results.

Public Reviews Score

We renamed our 'Overall Average' to 'Public Reviews Score'.
The calculation is still the same – we provide you the average from your public Customer Alliance Scores and the Scores from the external portals.

2. Trend Page

  • This page will be renamed to “VoC Scores and Criteria”.

  • You’ll be able to differentiate VoC scores by their abbreviations (NPS, CSAT, or CES).

  • To provide a better overview, your VoC scores will be grouped.

  • For better comparison, the CSAT and CES scores will now be displayed in percentages (%).

3. Review Stream

For better identification, all score results will have their VoC score abbreviation (NPS, CES, or CSAT).

And that’s it! We hope you like these changes🙂.

We’re always working to make your experience with our platform even better.

If you want to know more about how to set up our VoC Scores for your company, please reach out to your Account Manager.

Your Customer Alliance Team

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