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

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