Support.com Cloud includes the following survey metrics:
- Send Rate: Percentage sessions from which a survey was presented to the consumer.
- Response Rate: Percentage of surveys presented to consumers that received a response.
- Net Promoter Score (NPS): A measure of how likely your consumers are to either promote or detract from your brand. The formula used to calculate this metric comes from consumer responses to the question “How likely are you to recommend us to a colleague or friend?” on a scale of 0 to 10. Consumers who provide a score or 9 or higher are considered Promoters, while those who provide a score of 6 or lower are considered Detractors, with all others considered Neutral. The formula used to calculate this metric is 100 * (Number of Promoters – Number of Detractors) / (Number of Responses).
- Resolution Rate: Percentage of consumer issues that are resolved, as determined by the consumer responses to the question “Most important question first – did we solve your problem?”