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What we can and cannot do with CSAT and NPS Scores

Modified on Wed, 21 Dec 2022 at 11:05 AM

CSAT and NPS can be leveraged in 2 ways in SupportLogic. For both of the following to work, customers must store their CSAT and NPS in their CRM.  

What SupportLogic can do:
  1. We display CSAT and NPS in Operational Metrics allowing you to see trends on cases.
  2. You can configure an alert to trigger when a case receives a certain NPS or CSAT score. 

What are some limitations for CSAT and NPS scores:
  • We cannot integrate with other Survey Applications at this time.
  • While Alert rules can be complex to address a wide array of scenarios, we cannot set an Alert trigger by comparing CSAT or NPS to Sentiment Scores, for example.

Welcome to SupportLogic Knowledge Bits - Semi-structured articles that come from customer Q&A, implementation insights, and Slack discussions.

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