Tag: csat

Integrating Clarify / Dovetail with Delighted to track Net Promoter Score

June 2, 2014 What is NPS (Net Promoter Score)? The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. Read more about NPS. What is Delighted? Delighted is a new application that makes it easy to gather feedback from your customers to determine your NPS. How does it work? When a case is closed, we’ll call the Delighted API. Delighted will then send an email to the customer. Customer clicks their answer (0-10) Answer is recorded in Delighted Customer can optionally enter some comments We can view…