Overview
This article describes how you can leverage the existing integration between SmileBack® and BrightGauge® to view not only your Customer Satisfaction (CSAT) but also your Net Promoter Score (NPS) data in BrightGauge. NPS surveys are a great way to gauge a customer's overall happiness with your company and with this robust integration, you can build dashboards, manage goals and build client reports with powerful NPS scores and responses. This makes it easier for your to understand your NPS data in the context of other key performance indicators that drive your business.
Note: For more information about what NPS is and how it is calculated, please see the article What Is NPS and How Is It Calculated.
Default Dashboard
There is a default dashboard available titled "SmileBack - NPS Overview". This dashboard provides information about the NPS data collected in varying timelines, allowing you to get an idea of how your business is doing based on customer feedback. It also shows how your NPS data has changed over time. Additionally, it contains gauges that are detailed under “Default Gauges” section and screenshot below:
Default Dataset
NPS Responses: This dataset gives the responses to your SmileBack Net Promoter Score (NPS) survey. Including scores and comments along with information on the campaigns and contacts. When you use SmileBack as a Datasource, you can capture available details from newly added SmileBack API from the Nps-responses endpoint. This gives you an understanding of all the data and feedback along with NPS details in BrightGauge.
Refer to the table below for descriptions of the dataset fields:
Field Descriptions
Name of the field |
Field Description |
| ID | Unique ID of an individual NPS response. |
| Campaign | Displays name of the NPS campaign from which the survey originated. |
| Comment | Displays any comment written by the person answering the survey (optional). |
| Contact Remote ID | Displays ID of the contact who responded to the survey, taken from PSA. |
| Response Time | Displays when the NPS response was captured. |
| Marketing Permission | Shows if the person answering the survey gave permission for their comment to be used in marketing materials. |
| Score | Displays NPS Score of an individual response. |
| Contact ID | Displays ID of the contact, taken from SmileBack. |
| Contact Email | Displays email address of contact. |
| Contact First Name | Displays first name of contact. |
| Contact Last Name | Displays last name of contact. |
| Contact location | Displays location of contact. |
| Contact title | Displays job title of contact. |
| Contact company | Displays name of the company that the contact is connected to. |
| Contact | Displays combined first and last name of contact. |
| NPS Classification | Displays which of the three NPS score categories the response is in; 0-6 = Detractor, 7-8 = Passive, 9-10 = Promoter. |
Default Gauges
- NPS - Last Quarter: Displays the overall NPS from all campaigns in the previous calendar quarter.
- NPS - Last Month: Displays the overall NPS from all campaigns in the previous calendar month.
- NPS - This Month: Displays the overall NPS from all campaigns in the current calendar month.
- NPS - This Quarter: Displays the overall NPS from all campaigns in the current calendar quarter.
- NPS - By Month: Displays the overall NPS from all campaigns in the current and previous 12 calendar months.
- Last 10 NPS Comments: Shows the ten most recent NPS responses with comments from all campaigns.
FAQ
How do you access this feature?
An existing SmileBack partner with NPS surveys using BrightGauge. If you are an existing SmileBack partner without NPS surveys using BrightGauge and later upgrades to have NPS surveys or if you are a new partner with NPS surveys configuring SmileBack in BrightGauge, you can receive a NPS dashboard by submitting a case at support@brightgauge.com.
What is the benefit of using NPS data?
NPS scores and responses make it easier to understand the NPS data in the context of other key performance indicators that drive your business.
How can you use this feature with your business?
You can leverage the NPS dashboard and make better informed decisions to suit your business needs.
How does this integrate with existing product features?
There will be a new NPS dataset, gauges and dashboard that work seamlessly with existing product features.
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