Technical Note. Using the Net Promoter Framework 7.1

Transcription

1 Technical Note Using the Net Promoter Framework 7.1

2 Copyright 2014 Pegasystems Inc., Cambridge, MA All rights reserved. This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld used under license. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA Phone: (617) Fax: (617) Document: Technical Note for NPS Framework Software Version: PRPC 7.1 Updated: October

3 Contents Overview Chapter 1:... Installation and Prerequisites... 5 Verify the PRPC Prerequisites... 5 Import the NPS Framework... 5 Net Promoter in CPM... 7 Chapter 2:... Creating a New Survey... 8 Chapter 3:... Calling a Survey in Your PRPC Application Adding Data Segments to your survey Calling the NPS Survey via Java Script Chapter 4:... Configuring and Conducting Follow-up Surveys Chapter 5:... NPS Reporting

4 Overview An increasing number of companies are adopting the Net Promoter Score (NPS ) rating system as a key measurement of how their business is performing in the eyes of their customers. NPS generally asks a single question, Would you recommend [company x] to a friend or colleague? Responses are categorized into three main groups: Promoters (score 9-10) Loyal customers who willingly refer friends and others Passives (score 7-8) Satisfied but indifferent customers who are likely to switch providers given competitive offerings Detractors (score 0-6) Unhappy customers who intentionally damage a company s reputation by word-of-mouth The Net Promoter Score (NPS ) Framework provides the ability to send NPS surveys through (via Directed Web Access), within the application, or called via java script. The framework also supports personalized follow-up through cases that are automatically created by the framework, offering a closed-loop process for managing NPS surveys and customer follow-up. This document provides a summary of the NPS Framework, its out-of-the-box capabilities, and how to make configurations for site-specific implementations. 4

5 Chapter 1: Installation and Prerequisites Follow the steps below for a new installation of the NPS Framework with PRPC 7.1. Verify the PRPC Prerequisites Before installing the NPS Framework 7.1, you must first install the following: PRPC 7.1 To ensure that you have the latest fixes and updates, always use the latest available maintenance level of PRPC 7.1. Verify that PRPC has been installed correctly before proceeding with the installation. Import the NPS Framework In this step the NPS Application and RuleSet will be loaded. 1. Access the PRPC system: ( and login using the Administrator@pega.com operator (password = install) or another PRPC administrator Operator ID. 2. Click on DesignerStudio and then select the Import link from the Application > Distribution menu. 3. Use the browse option to find the following file on the distribution media and click Next >> o NPS_71_Install.jar 4. Follow the on-screen instructions to import the NPS application and RuleSet. The following items are included in the NPS_71_Install.jar file: Application: PegaNPS Ruleset: PegaFW-NPS 5

6 Access Group: PegaNPS:Administrators Operator: NPSSysAdmin Workbasket: NPSSurveyFollowup (For follow-up assignment) Operator: EXTERNALNPSUSER (For survey) Account: PegaFW-NPS-Survey Work Class: PegaFW-NPS-Survey Work Object table: pfw_nps_survey Please note the NPS Framework Access Group and Operator ID provided above. Note: To add the NPS Framework RuleSet to an existing application, open your Application rule and add the PegaFW-NPS RuleSet to Application RuleSets: 6

7 Net Promoter in CPM CPM extends the NPS Framework to reflect recent customer NPS survey scores and provides the ability to adapt CSR behavior to help retain promoters and convert detractors. CPM NPS extensions support the following capabilities: NPS Survey follow-up cases are automatically created and routed to a follow-up workbasket to allow follow-up with customers. Agents can quickly view the customer s last NPS score in the CPM customer thumbnail. Utilize NPS ratings to drive CSR behaviors via intent task suggestions. The interaction goal rule has been modified to incorporate NPS scores when determining the interaction goal used in task suggestions. The Summary Composite reflects the current Promoter Status of the customer. The sample CPM wrap-up screen includes the ability to collect NPS survey data from within the CPM application. -based NPS surveys (via DWA) can be automatically sent from CPM triggered by the interaction wrap-up process. NPS scores are stored in the PCA_NPS_SURVEY table Note: The NPS Framework is packaged with Pega Customer Process Manager and does not require a separate installation. 7

8 Chapter 2: Creating a New Survey NPS surveys are comprised of two parts the survey rule, which contains the definition of the survey and a pointer to its associated UI (flow action), and the UI itself. The survey UI is defined in a standard PRPC section that is embedded in the flow action used by each survey. The NPS Framework provides a sample NPS survey rule, SampleNPSSurvey. Creating a new NPS survey To create a new NPS survey, open the sample NPS survey rule(samplenpssurvey) and perform a Save As to save it to an open RuleSet. It should be saved in a class that extends the survey framework class (PegaFW-NPS-Survey). Modify the existing questions or add new questions using the ruleform. Add new questions to the SampleNPSSurvey rule by Selecting + Add Item. A new question row will be added where you can define a new Field Value for the desired survey question. 8

9 To add a question, add the new Question ID (e.g. Q3 ) in the Question ID field, then type in the question text in the Question field. After entering the question text, click on the Field Value icon ( ) to create a Field Value of pycaption and use it in the Question column. Using a field value for the question text simplifies localization of the surveys into other languages, and allows you to reuse the same question text across multiple surveys. Note: If you choose not to use a field value, you will need to manually add the question text to the survey UI the text in the survey rule is intended as a placeholder and will not be displayed in the UI automatically. 9

10 Update the flow action and class names. You may reuse the existing flow action and class or create new ones. The class should be PegaFW-NPS-Survey or a class that inherits from it. If you are creating a new flow action, click the Open Rule icon next to the flow action name and follow the prompts in the New dialog. The flow action should be in a class that extends from PegaFW-NPS-Survey. When finished, save your survey rule. Creating the NPS Survey UI Click through to the flow action you referenced in the survey rule. If needed, add a section to the flow action. You can utilize the sample NPS section provided (SampleNPSSurvey), or you can create your own section. In the sample, the framework utilizes the NPSRating section to display the Willingness to recommend question response. Note: If creating an survey, you should use the NPSRadioButtons control instead of the NPSRating section due to a limitation in the Directed Web Access (DWA) capability in PRPC. PegaFW-NPS-Survey.SampleNPSSurvey Section: Drag in the question property in order to create a placeholder in the UI to collect a response. You will need to create a label for the question text. You can do this by manually typing in a label, or by dragging in the field values that were created when you created the survey rule. It is recommended that you use field values for better reuse and localization. 10

11 You will also want to provide input fields for each question on the survey. The new question must also have a corresponding property in the Embed-PegaFW-NPS-Survey- Question class to create an association between the new question and the customer s response. NPS survey question responses become part of a page list, NPSQuestions. Each question is referenced by an instance of the page list. The first question is NPSQuestions(1).property, the second is NPSQuestions(2).property, and so on. The NPS framework provides two standard response properties as part of the NPSQuestions pagelist. The NPSResponse property is meant to contain the integer value corresponding to the Willingness to Recommend property. The Feedback property is meant to contain the standard open text question that is part of a typical NPS Survey. It is recommended that you reuse these two response properties in your survey. When configuring the survey UI, reference question response properties from your NPSQuestions pagelist in the UI. Reference the field values created from the survey rule as the labels in the survey UI. An example is provided below. In this case, the field value for Question 1 (pycaption NPSQuestions(1).QuestionText) is referenced in the UI. Below it, the response property for the NPS score is referenced - NPSQuestions(1).NPSResponse. Below that is the field value representing Question 2 (pycaption NPSQuestions(2).QuestionText) and the corresponding property value for Question 2 NPSQuestions(2).Feedback to contain the free text question response. In our example, we have added the field value pycaption NPSQuestions(3).QuestionText for the 3 rd question in our survey and the corresponding property value for Question 3 NPSQuestions(3).Feedback for the free text question response. 11

12 If you are adding questions that reference additional properties (e.g. race, income, gender, etc.), these properties must be added to the NPSQuestion pagelist - Embed-PegaFW-NPS- Survey-Question class as explained above. NPS Score Storage The NPS score is stored in the PFW_NPS_SURVEY (SURVEYSCORE column). This table is used for NPS scores returned through application-based surveys and DWA/ . Note: For CPM implementations with the NPS Framework installed, NPS scores are stored in the PCA_NPS_SURVEY table. 12

13 Chapter 3: Calling a Survey in Your PRPC Application To initiate an NPS survey, call the NPSSurvey flow with the new NPS survey rule instance as a parameter (e.g. call flow PegaFW-NPS-Survey.NPSSurvey with PegaFW-NPS- Survey.SampleNPSSurvey). The NPSSurvey flow provides activities that populate the survey questions and initializes the survey work object. 13

14 The survey can be delivered within an application portal, an (with an embedded DWA link created by PRPC for this particular NPS survey) or through a static DWA link embedded in a web page (for example). A decision table (SurveyDeliveryType) is called to determine the delivery option: Sample NPS Survey (portal): A correspondence fragment is utilized to create the DWA link in the outbound NPS Survey (ExternalInstructions ). Utilize the OOTB performexternal harness for external assignments. In the sample NPS implementation, there are two SampleNPSSurvey sections (circumstanced based on delivery type). In case of a DWA link, the flow picks SampleNPSSurvey (UI which has 0-10 radio buttons) which has no Ajax calls involved and for the remaining scenarios it picks SampleNPSSurvey section (this one has AJAX calls to highlight the selected rating) which has 0-10 rating buttons. 14

15 Sample survey with DWA link: A sample correspondence rule for the survey is provided (PegaFW-NPS-Survey NPSSatisfactionSurvey ) and can be modified to meet your specific implementation needs. A Correspondence Fragment (NPSExternalInstructions ) is used to define the external DWA link. 15

16 Adding Data Segments to your survey In order to improve the ability to perform analysis on NPS survey results, the NPS framework provides you with the capability of storing customer segment data on every survey issued. Typical segment examples include channel, customer value, the organization/division/unit that serviced the customer, the customer s geographic location, or any other data available at the time of service that would be beneficial in determining why customers are promoters or detractors. An extension has been provided to enable capture of customer data and segment data to the out-of-the-box survey object that can be used for analysis. The segment data is passed by your PRPC application in the call to start the survey (StartDefaultPromoterSurvey). The NPS Framework exposes 12 generic segment properties (10 text type and 2 date type) for this purpose (e.g. SurveyDateSegment1, SurveyDateSegment2, SurveySegment1-10). Mapping customer-defined properties to the NPS Framework generic segments For each application that includes the NPS framework, the segment columns should be used the same way for each survey created. For example, if you determine that Segment1 will represent Customer Value, every survey created should pass in Customer Value to Segment1 as a best practice. The UpdateCustomSegments data transform should be configured to map your application properties to the generic NPS segments. Internally, the StartNPSSurvey activity automatically pulls the SurveySourcePage into the relevant NPS thread. When generating the survey, the UpdateNPSSurvey activity calls the UpdateCustomSegments data transform which consumes the SurveySourcePage. Below is the UpdateCustomSegments DT, provided as an extension point: 16

17 Segment data is exposed as parameters in the StartDefaultPromoterSurvey activity: Calling the NPS Survey via Java Script The NPS survey can be launched from a web application using JavaScript. To leverage this, configure a link on your web site that uses window.open to open a URL to trigger the survey. An example of the URL is shown below: Survey.StartDefaultPromoterSurvey&&UserIdentifier=username&Password=password&segm ent1=segment1data&segment2=segment2data&segment3=segment3data You can pass in customer data and segments as required by your survey. If username and password is not passed, PRPC will prompt the user for it. 17

18 Chapter 4: Configuring and Conducting Follow-up Surveys An NPS follow-up case is automatically created for survey responses with a Passive or Detractor rating. The resulting work objects are given a status of Pending-Followup. The NPS Framework provides a sample NPS Follow-up survey flow action, PegaFW-NPS- Survey NPSFollowup, including sample follow-up questions to help better understand why the customer rated as a Passive or Detractor. Modify or create your own questions by saving the FollowupQuestions section to your RuleSet, making changes as needed by your application. Local actions are also provided OOB within the flow action (Transfer Assignment, Cancel This Assignment, Create Ad Hoc Work, etc.) Below are the OOTB NPS follow-up case and flow action: 18

19 Chapter 5: NPS Reporting A Promoter Survey Reports category is included in the NPS Framework and is displayed in the Report Browser. A sample Report Definition, Promoter Survey Results By Org Unit has been provided in the NPS Framework. The NPS Framework provides several other Report Definitions, but they are not configured to display in the Report Browser: NPS Report by Organization NPS Report by Organization Unit NPS Report by User NPSSurvey-Detractors NPSSurvey-Passive NPSSurvey-Promoters NPS Survey Score by Segment To display the report in the Report Browser, open the desired Report Definition rule and select the Display in Report Browser checkbox. Note that the above reports do not currently have charts defined, so the display will show the data in a grid format (not a chart). You can define a chart by configuring the Report Definition Chart tab or by using the Chart Editor in the Report Browser (see the following article in PDN: A function has been created to calculate NPS scores, CalculateNPSScore. The functions uses the standard algorithm of % of Promoters minus % of Detractors = Net Promoter Score. This function can be reused in new reports you create. 19