We’re thrilled to announce our newest addition to your Mission Control dashboard: the customer satisfaction (CSAT) and Net Promoter Score (NPS) Trend Analysis graph.
Next time you log in to your Customer Thermometer trial or account, you’ll see this new interactive graph, immediately available. It will automatically populate using the date range you’ve set for Mission Control, using responses and feedback gathered in that time frame:
You can see your customer feedback displayed by CSAT and/or NPS scores , as well as the CSAT and/or NPS trend line overlaid. You also have the option to display the volume, or number, of scores that received in each time frame. You can toggle any of the graph’s bars or trend lines on and off, in any combination, by clicking the corresponding word in the key above the graph.
You adjust the timeframe in the “Analytics Display” date range area at the top of Mission Control as normal, and the graph automatically recalculates using responses collating in the timeframe set.
Why would I need it?
You can see, at a glance, the overall trend and direction of the KPI that matters to you.
So as well as using the power of Customer Thermometer to spot areas of delight and dissatisfaction, you now have the full and interactive power of the Trend tool at your fingertips.
You can see days, weeks, months, quarters of CSAT and NPS trends. You can narrow down on timeframes unique to your business to see how you performed.
Critically, you can keep a regular eye on whether your efforts to deliver a great experience for customers or employees is bearing fruit in the metrics.
CSAT trend line
Your customer satisfaction, or CSAT trend line is shown in the darker blue as below. You can see the individual scores for each date in the darker blue bars, with the trend across the timeframe shown by the dotted blue trend line. In this example you can also see the paler blue bars which highlight how many responses you got on that date.
NPS trend line
The NPS chart and trend lines are shown in red as follows. Because NPS scores can be negative (your overall NPS score can range from -100 to +100) our graphing tool and trend line shows you your results across the x-axis as follows.
What should I do with the results?
First, check out your trends over different time frames by setting the date range for a month, quarter and year and seeing how the feedback trends are moving. This will give you a great feeling for both recent performance and how it’s been trending over longer time periods.
You can see how you’re doing against industry benchmarks we’ve gathered in this article here to see what typical scores are across company types.
If things are heading up in your trend line, reward your teams, and reach out to customers for case studies and testimonials. If things are heading in the wrong direction, remember that increasing CSAT and NPS score relies on building up a solid customer experience framework, and very likely making significant changes to your customer service approach and offering. Measuring CSAT and NPS is often much easier than being able to influence improvement in the scores.
Never fear though – if you need to improve things, we’ve got a ton of features and assets to help:
This will help you keep an eye on the relevant teams, regions, geographies and more that are contributing to the trends you’re seeing.
Research shows that acting on feedback to rectify issues swiftly, and reward employees who deliver a great experience, really helps drive CSAT and NPS improvements. Get started with our Closed Loop feature and we’ll automatically remind your team to resolve issues within SLA times.
Use this simple but highly effective team brainstorming resource to help you build a strong customer feedback response framework – either for your team or your entire business.
Tips, ideas and strategies to drive towards a better NPS score.
If you need a build a business case to demonstrate why investment in CX is a good idea, use our handy calculator.
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