Customer Experience report

1) The CSAT indicator or Customer Satisfaction Score allows you to measure the satisfaction generated by the conversation your customers have had with an ibbü consultant or expert. These can be scored from 1 to 5.


Specifically, the score indicates the percentage (note of 100%) of visitors who are satisfied with their conversations. Visitors are considered satisfied when they answer 4 or 5.

The customer satisfaction score is a key indicator of the customer experience. Directly linked to the performance of agents and experts, it is also an effective management tool.

How is it calculated?

(Number of grades between 4 and 5) / (total number of responses) * 100

The CSAT is to be distinguished from the average. Indeed, the average will take into account all the grades in progress (from 1 to 5) according to the selected period. It is calculated on 5.
Ex: 5.00/5, if all grades were 5.

 The Net Promoter Score or NPS enables you to measure your ability to be recommended by your customers.

The NPS is one of the most widely used customer experience indicators for companies in all sectors, whether they sell products or services to a B to C or B to B audience.

When the NPS is offered, the customer can select a score from 0 to 10.
This allows iAdvize to segment your customers into three categories:
- 9 to 10: promoters. These customers are satisfied. They are likely to recommend your brand.
- 7 to 8: liabilities. These customers are neutral. They will neither express themselves negatively nor positively about your brand.
- 0 to 6: the detractors. These customers are not satisfied. They are likely to express their dissatisfaction.

Because the NPS calculation is generic, it is a powerful tool to compare you with companies in similar industries.

How is it calculated?

NPS = % of promoters – % of detractors


3) The first reply time is the median time your visitors wait for the first response from one of your agents. Depending on your configuration, this duration may take into account waiting times.

To avoid distorting the indicator, the calculation excludes all messages that do not come from agents (automatic responses, bots etc).

The first reply time is the median time it takes you to respond to your customers' first messages. It is a reflection of your customer experience. Indeed, your first answer allows the customer to know if his requests are being taken into account.

A high initial response time may reveal under-equipped teams or perimeters.

How is it calculated?

First reply time = Median of response time to first customer message
Response time to the first customer message = Date of the first operator response - date of the first visitor message


4) Resolution time is the median length of a conversation.

This indicator, which reads from a client’s point of view, allows you to monitor the time it takes to respond to their requests.

Resolution time is directly linked to your customer's satisfaction and experience. The sooner your team is able to respond to their requests, the more satisfied they will be.

How is it calculated?

Resolution time = Median of conversation during times
Duration of conversations = Closing Date - date of the first visitor message