Overall Score Charts

Each survey question, under advanced settings, has a score type property that specifies whether the responses to that question should be included in the calculation of the overall score charts on the dashboard or not. There are three overall score charts for Customer Effort Score (CES), Customer Satisfaction (CSAT) and First Call Resolution (FCR).

CES

CES stands for Customer Effort Score, an industry metric that helps to quantify the ease with which a customer was able to navigate an organization during their service experience. CES is then calculated by taking the percentage of easy answers and subtracting it from the percentage of difficult answers. Thus we use the Net Positivity measure by default for this chart.

CSAT

CSAT stands for Customer Satisfaction and is an industry metric used to gauge customer satisfaction after a specific interaction. The most common way this measure is calculated is as a Mean (Average) or as Top Percent. Mindful Feedback uses the Top Percent measure by default for this chart.

FCR

FCR stands for First Call Resolution, which is a metric that calculates how many people had their questions resolved in the first call. This is available only in Yes/No questions and is calculated as the percentage of customers who said Yes. This chart uses the Normalized Mean measure by default.