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Changing Net Promoter settings

Updated on March 25, 2020

The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured to not display using a Visibility Condition. To enable display of the NPS section during interaction wrap-up, remove the Visibility condition in the appropriate interaction class for the relevant section (example: PegaCA-Work-Interaction.CAWrapUpCommon ).

The following section assumes that the Visibility condition (referenced above) has been removed.

During interaction wrap-up, Pega Customer Service will calculate a Net Promoter scores based on the response to this question.

On a scale of 0-10, how likely are you to recommend us to a friend?

The Net Promoter Score question UI is contained in the section PegaCA-Work.NPSRatingInWrapUp. To remove the NPS question from your wrap-up process, copy the CAWrapUp section for your interaction class into your site-specific ruleset and delete the embedded section for NPSRatingInWrapUp.

In Pega Customer Service, the question detail is stored on the interaction object itself upon clicking Submit.  Pega Customer Service will calculate the response and quantify the interaction as one of the following.

  • Detractor (0-6)
  • Passive (7-8)
  • Promoter (9-10)

This detail can be used in future interactions to set the Interaction Goal property and to drive specific application behaviors when configured.

Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question in wrap-up also creates a Net Promoter object. When the response is Detractor or Passive, a follow-up case is created.

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