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DWP Customer Satisfaction Report

As a Service Desk Manager, use the DWP Customer Satisfaction Report to analyze survey responses and ratings of your organization's overall customer survey cases.

The following metrics are displayed in the DWP Customer Satisfaction Report:

  • CSAT Average/NPS Average
  • Survey Rate
  • Surveys Completed
  • Survey Response Rate
  • Top 10 Requested Services
  • Top 10 High Rated Services
  • Top 10 Low Rated Services

The Service Desk Manager uses these metrics to view all the customer survey responses and ratings makes sure the requested customer satisfaction surveys are completed, the responses are tracked, and the trends are analyzed.

dwp_csat_dashboard.png

<NPS rating type screenshot to be added>

Example: View the Customer Satisfaction Survey Average

Susan, a Service Desk Manager, wants to analyze the survey responses and ratings of her organization's overall customer survey cases.

Susan uses the DWP Customer Satisfaction Report to view all the customer survey responses and ratings, track the responses and analyze the trend of responses and ratings, thereby helping her organization to keep the organization's survey statistics in its compliant range. 

To view the dashboard

  1. From the navigation menu ​​​​​​, click Dashboards.

  2. Click the Helix Digital Workplace folder and then click DWP Customer Satisfaction Report.

    Success

    Tip

    To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.

Panels in the DWP CSAT Survey dashboard

Panel

Description

Example

Dashboard filters

Displays the filters to view the information on the dashboard.

dwp_csat_filters.png

<to be replaced with new screenshot>

CSAT Average/ NPS Average

Displays the average of all CSAT ratings/NPS received for the total number of surveys sent based on the selected Rating Type filter. When 5 Point is selected, it shows CSAT Average; when NPS is selected, it shows NPS Average.

dwp_csat_average.png  

<NPS rating type screenshot to be added>

Survey Sent

Displays the count of total surveys sent.

dwp_csat_surveys_sent.png

Surveys Completed

Displays the count of total surveys completed by customers.

dwp_csat_surveys_completed.png

Survey Response Rate

Displays the % of survey response rate versus total number of surveys sent.

dwp_csat_survey_resp_rate.png

Top 10 Requested Services

Displays the top 10 most requested service names including the following details:

  • Number of times the service was requested.
  • Number of times the request was reopened.
  • Average survey rating of that service request type.

Click a bar in the graph to view the DWP Survey Drill Report.
In the DWP Survey Drill Report, you can further click:

  • Request ID to view the Printable DWP Request Details
  • Rating to view the DWP Survey Question Answers

Important

The CSAT dashboard now has a new filter, “Rating Type,” which allows users to choose between 5 Point and NPS rating options. When the NPS rating type is selected, the third axis on the right of the Top 10 Requested Services bar graph shows a 10-point scale for NPS.

dwp_csat_top10_req_services.png

<NPS rating type screenshot to be added>

Top 10 High Rated Services

 

Displays the top 10 highest average rating of services including the following details:

  • Number of times the service was requested.
    Important: Only the top 10 values are displayed)
  • Number of times the service was reopened.
  • Average survey rating of that service request type.

Click a bar in the graph to view the DWP Survey Drill Report.
In the DWP Survey Drill Report, you can further click:

  • Request ID to view the Printable DWP Request Details report.
  • Rating to view the DWP Survey Question Answers report.

Important

The CSAT dashboard now has a new filter, “Rating Type,” which allows users to choose between 5 Point and NPS rating options. When the NPS rating type is selected, the third axis on the right of the Top 10 High Rated Services bar graph shows a 10-point scale for NPS.

 

dwp_csat_top10_high_rated_services.png

<NPS rating type screenshot to be added>

Top 10 Low Rated Services

Displays the top 10 lowest average rating of services including the following details:

  • Number of times the service was requested.
    Important: Only the top 10 values are displayed)
  • Number of times the service was reopened.
  • Average survey rating of that service request type.

Click a bar in the graph to view the DWP Survey Drill Report.
In the DWP Survey Drill Report, you can further click:

  • Request ID to view the Printable DWP Request Details report.
  • Rating to view the DWP Survey Question Answers report.

Important

The CSAT dashboard now has a new filter, “Rating Type,” which allows users to choose between 5 Point and NPS rating options. When the NPS rating type is selected, the third axis on the right of the Top 10 Low Rated Services bar graph shows a 10-point scale for NPS.

 

dwp_csat_top10_low_rated_services.png

<NPS rating type screenshot to be added>

 

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BMC Helix Dashboards 25.4