Formula KPIs in SuccessBLOCs

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5 comments

  • Ravit Danino

    Hi Thomas , thank you for you note.

    Managing NPS in Totango and presenting this data as part of the successBloc is where we are heading. The NPS will need to be calculated differently where taking into account detractors and promoters.

    The product team will focus on that in Q1 and I will make sure the relevant PM reach out to you

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  • Thomas Favre-Bulle

    Awesome! Looking forward to it, thanks!

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  • Thomas Favre-Bulle

    NPS is here now, thank you!

    However this does not solve the issue of using formula KPIs in general. I have 2 other use cases that seem pretty simple, but are not possible to implement right now:

    - Average ticket rating: this would be an average over all ticket ratings, across all customers. I can import the sum of all the ratings, as well as the number of ratings as account attributes, and the KPI would simply be: (sum of sum of ratings) / (sum of number of ratings).

    - Customer Effort Score: we compute it the same way that NPS is computed: % of agree - % of disagree. I can have a KPI for the % of agree across customers, and the % of disagree across customers (like it was before the NPS implementation), but I cannot compute the last step myself.

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  • Thomas Favre-Bulle

    Other use case: we want to measure the average response time to a question we ask a customer. Again this could be done simply across an arbitrary account segment with: sum of all response times / number of response times.

    This one, and the average ticket rating would actually be computed fine with the % KPI, if we could remove the % sign. It's just an aggregate divided by another aggregate.

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  • Vijay

    Thomas I understand your difficulty... However one question on your Avg Ticket Rating scenario...It is a computed field across a set of accounts... importing the ratings as account attributes does not seem right? I believe what you need is the ability to do computations before displaying a scorecard... You will need to bring in the "account" specific rating.. Maybe I can schedule 30 mins and we can talk offline...

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