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How do I add an NPS to my Live Chat Post Chat Survey

Net Promoter Score, or NPS, measures customer experience and predicts business growth. It can be used to collect visitor feedback and evaluate service performance. Comm100 includes NPS as a standard field type for Post-Chat Surveys. Adding NPS to your post-chat Survey is very easy.

 

Step by Step Instructions

  1. Log in to your Comm100 Control Panel.
  2. Navigate to Live Chat > Campaign. Select your campaign from the Campaign drop-down list.Dashboard - KB-001.png
  3. Turn on the Post-Chat toggle key. 
    Post-chat - Google Chrome 2020-12-22 17.08.55.png
  4. Click the Add a Field link.Post-chat - KB-008.png
  5. On the Add a Field page, click the Field name drop-down list. You can choose an existing field from the drop-down list and edit it or add a new field by clicking New Field. A New Field page appears. kb-nps-01.png
  6. On the New Field page, Enter the Field name and select NPS as its type from the Type drop-down list.New Field - Google Chrome 2020-12-23 12.52.06.png
  7. On selecting NPS as the type, Left text, and Right text field appears. You can edit the texts under it.New Field - Google Chrome 2020-12-23 12.59.46.png
  8. Click Save
    The Visible and Required toggle key appears.
  9. Turn on the Visible and Required toggle key if you want to make the field visible and mandatory.Add a Field - Google Chrome 2020-12-23 13.09.11.png
  10. Click OK. Visitors will now see the NPS field in the post-chat window.
    kb-how-to-use-nps-04.png

Note: To get your NPS report, go to Reporting > Post-chat Survey. Select the appropriate Campaign if you have Multiple Campaigns enabled.