Nicereply Analytics Overview

You can analyze the performance of your team & your CSAT, CES, & NPS results in the Analytics Overview. Navigate to your Nicereply account, and then simply click on the Analytics tab. 

The following filters will help you narrow down your results:

• Filter by specific CSAT, CES, or NPS survey
• See the results of specific agents
• Choose from various sampling options
• Change the data date range and compare it to the previous periods
• Export your results

Once you've set up your filters, you can analyze your results. The Analytics Overview begins with a glance at:

• For your CSAT surveys: Satisfaction Score, Average CSAT, Legacy CSAT Average, and the total number of collected CSAT ratings in the chosen time period
• For your CES surveys: Average CES Score and the total number of collected CES ratings in the chosen time period
• For Your surveys: NPS Score and the total number of collected NPS ratings in the chosen time period

Then, you can analyze: 

• CSAT, CES, and NPS score trends over time
• Response volume trend
• Histogram for the response value distribution
• Extra question analytics for CSAT surveys
• NPS Score composition for NPS surveys