Building NPS reports in Explore with Survey app data

Peter

October 25, 2023 03:46

The purpose of the following article and video is to provide understanding of how data collected by the Survey app gets onto a Zendesk ticket, is subsequently is pushed over into Explore and then how to build an example report.

It shows how to create a NPS stacked bar report measuring the distribution of detractors (those who rated 6 or below), passives (those who rated 7 or 8), and promoters (those who rated 9 or 10). In addition to this, it also shows how to calculate the Net Promoter Score (NPS) and incorporate it into your report on a secondary axis.

This is intended to be used as a stepping stone to understand the concepts behind building reports and metrics in Zendesk Explore so that you may go on to build further reports.

Metrics used in the video above are:

NPS DETRACTORS:

IF NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")
THEN
IF(VALUE(Organization score (0-10)) < 7)
THEN
[Ticket ID]
Endif
Endif

NPS PROMOTERS:

IF NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")
THEN
IF(VALUE(Organization score (0-10)) > 8)
THEN
[Ticket ID]
Endif
ENDIF

NPS PASSIVES:

IF NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")
THEN
IF (VALUE(Organization score (0-10)) = 7)
THEN
[Ticket ID]
ELIF (VALUE(Organization score (0-10)) = 8)
THEN
[Ticket ID]
ENDIF
ENDIF

NPS ALL RATED TICKETS:

IF NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")
THEN
IF(VALUE(Organization score (0-10)) < 11)
THEN
[Ticket ID]
Endif
ENDIF

NPS SCORE:

((D_COUNT(NPS PROMOTERS)/D_COUNT(NPS ALL rated tickets))*100)-
((D_COUNT(NPS DETRACTORS)/D_COUNT(NPS ALL rated tickets))*100)

Tip: The NPS SCORE metric depends on what you name your metrics for 'NPS Promoters', 'NPS Detractors' and 'NPS All rated tickets'. If you do not use the exact name of the metrics that you created, then this metric will not work. Given that this metric is dealing with metrics you created earlier, it may be worth typing in this metric from scratch.

Note:

In generating reports, there will likely be small differences between native reports shown in the Survey app and Zendesk Explore. While Survey provides data based on the real-time occurrence of events, Zendesk Explore requires users to select alternative methods for data segmentation, such as by ticket creation, resolution, or last ticket update. This divergence stems from the inherent design constraints of Zendesk Explore, making it unable to mimic the event-specific breakdown present in Survey. Users should be aware of this distinction to ensure accurate data interpretation when comparing reports across platforms.
Zendesk Explore is a powerful platform with intricate features, allowing for comprehensive report-building and extensive data analysis. Our goal at SweetHawk is to equip you with the tools and knowledge needed to create your own reports. However, given the intricate nature of the platform, there might be times when the complexities surpass our guidance.

We strive to provide you with as much instruction as we can, but due to the advanced nature of certain features, there could be situations that necessitate reaching out to Zendesk support for assistance. Alternatively if you require reports to be built for you, you might consider contacting one of our implementation partners.

Bonus report...

This video will show you have to build a report that gives you the average NPS or Ticket score broken down by the agent assigned to the ticket:

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Building NPS reports in Explore with Survey app data

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