It would be great to have the ability to calculate the NPS score in the customer satisfaction survey.
This would mean the scale would have the option to go from 0-10 (11 point) and the customer satisfaction reports would also be able to calculate NPS score.
+10NPS is great for the experience management needs of organizations :)
+2Hi
Check out the Opinyin Surveys App in the marketplace. That does NPS within Freshdesk, puts the data back in to Freshdesk and links it to the ticket. It also does text analytics of the feedback to tell help you better understand the reason for the score as well as provide a comparative score based on the text feedback that deal with those customer that give you an 8 and then say they love you.
+4SurveySparrow is a good solution to look at, with free NPS plans and intuitive reporting and native integration
https://www.freshworks.com/apps/freshdesk/surveysparrow
Pricing details:
https://surveysparrow.com/pricing/#nps
This would be great for FreshService as well. As NPS is the standard on the market it is strange that it is not supported.
The lack of NPS is the reason we don’t use the feedback process within Freshservice. Instead we use Microsoft Forms for both CSAT and NPS.
Clearly, the technology exists in the Freshworks suite. How much effort could it be to add this to the Freshdesk product as well?
+2We could adapt our Freshdesk App (https://www.freshworks.com/apps/freshdesk/opinyin_surveys/) to work in Freshservice if that would be of interest? Let me know rob@opinyin.com
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