PCS Data Service Specs for Survey Dashboard

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. 

Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?

Respondents are grouped as follows:

• Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

So the NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, which can range from a low of -100 (if every customer is a Detractor) to a high of +100 (if every customer is a Promoter).

%Promoters - %Detractors = Net Promoter Score

The value of this attribute updates after every one hour. 

Supported display types are,

• Line chart
• Bar chart

In the case of multiple surveys, make sure to select the Aggregation Type as AVG in both of the display types.

The NPS across all selected surveys is calculated as the following:

Avg NPS = (NPS Survey 1 + NPS Survey 2 + NPS Survey n)/total number of selected surveys  

Comparison from the previous week or the previous hour is supported

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. 

Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?

Respondents are grouped as follows:

• Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

So the NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, which can range from a low of -100 (if every customer is a Detractor) to a high of +100 (if every customer is a Promoter).

%Promoters - %Detractors = Net Promoter Score

The value of this attribute updates after every 15 seconds. 

Supported display types are,

• Speedometer 
• Scorecard
• Data table 

In the case of multiple surveys, make sure to select the Aggregation Type as AVG in both of the display types.

The NPS across all selected surveys is calculated as the following:

Avg NPS = (NPS Survey 1 + NPS Survey 2 + NPS Survey n)/total number of selected surveys

It shows the breakdown of Passives, Promoters and, Detractors.

• Promoters: Total number of customers who give 9 or 10 scores while giving feedback on PCS.
• Passives: Total number of customers who give 7 or 8 scores while giving feedback on PCS.
• Detractors: Total number of customers who give 0 to 6 scores while giving feedback on PCS.

This is updated every 15 seconds.

Supported display types are,

• Pie chart
• Doughnut chart 

In the case of multiple surveys, the data is summarised to show the total number of promoters, passives and, detractors.

This is the total number of customers who have completely responded to the survey.

This data is updated every 1 hour.

Supported display types are,

• Bar chart

This is the total number of customers who have partially responded to the survey.

This data is updated every 1 hour.

Supported display types are,

• Bar chart

Name of the survey conducted in PCS.

This data is updated after every 15 seconds.

Supported display types are,

• Data table

The number of questions conducted in the Survey.

Supported display types are,

• Data table

This is the total number of customers who have responded to at least one question in the survey. 

This data is updated every 15 seconds.

Supported display types are,

• Data table
• Scorecard

This is the total number of customers who have responded to at least one question in the survey. 

This data is updated every 1 hour.

Supported display types are, 

• Bar chart 

It is calculated by dividing the completely-filled surveys (real-time) divided by the Total sample group where, 

Total Sample Group = the total number of customers who were given this survey

Response Rate = Completely-filled surveys/ Total sample group

This data is updated after every 15 seconds.

Supported display types are, 

• Scorecard
• Data Table

In the case of multiple surveys, make sure to select only the surveys where some responses are received. If a survey doesn't have any responses, the gadget may start behaving weirdly. 

The Response rate for multiple surveys is calculated based on the selected Aggregation Type; i.e. SUM or AVG. 

Response Rate (of all surveys) = Response rate (of survey 1) + Response rate (of survey 2) + Response rate (of survey n)/total number of surveys 

This rate determines how frequently customers are completely filling up the surveys.

It is calculated by dividing the number of completely-filled surveys divided by (partially-filled +
completely-filled surveys). 

Completion Rate = Completely-filled surveys / (partially-filled surveys + completely-filled surveys)

This data is updated every 15 seconds.

Supported display types are, 

• Scorecard
• Data Table

In the case of multiple surveys, make sure to select only the surveys where some responses are received. If a survey doesn't have any responses, the gadget may start behaving weirdly. 

The Response rate for multiple surveys is calculated based on the selected Aggregation Type; i.e. SUM or AVG. 

Completion Rate (of all surveys) = Completion rate (of survey 1) + Completion rate (of survey 2) + Crate (of survey n)/total number of surveys