Working with Satisfaction Metrics in Dynamics 365 Customer Voice

Types of Satisfaction Metrics

The Satisfaction Metrics dashboard displays metrics, allowing users to gain an overall view of survey responses. There a various metrics that can be measured:

Net Promoter Score (NPS): Net Promoter Score is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10, they are then grouped as follows:

• A person who responds with a 0 to 6 is known as a Detractor
• Someone responding with a 7 or an 8 is Passive
• A respondent with a 9 or a 10 is a Promoter

Sentiment: Sentiment is calculated based on the sentiment of a response that is provided to a text-based question. This metric determines whether a response is Positive, Negative, or Neutral, using the words within the response.

Customer Satisfaction (CSAT): CSAT measures the level of satisfaction customers have with a product, service or experience. This is is measured by responses to rating-type questions.

Custom Score: Custom Score is a metric used to measure your respondent’s overall satisfaction level by using survey scores. The value of this metric is generated by combining responses from multiple questions.

Examples of questions:

1. Satisfaction Metric Type: Sentiment
2. Question Type: Free Text
3. Example: Any other feedback?

1. Satisfaction Metric Type: Net Promoter Score
2. Question Type: NPS
3. Example: How likely are you to recommend us to a friend or colleague?

1. Satisfaction Metric Type: Customer Satisfaction
2. Question Type: Rating
3. Example: How would you rate this event on a scale from 1-10?

Video Demonstration

We’ve put together a video demonstrating how to create satisfaction metrics in your Customer Voice surveys, as well as gain oversight on the reports that they provide.

Get in touch

If you would like more information about Customer Voice, please get in touch via the contact form, or email us at info@pragmatiq.co.uk / call us on 01908 038110.