During interaction wrap-up, the application calculates a Net Promoter Score™ based on the response to this question: On a scale of 0-10, how likely are you to recommend us to a friend? This response can be used to drive future interactions with the customer.
The Net Promoter application, bundled with core Pega product, is an optional component of Pega Customer Service. When installed, the application generates follow-up cases for managers and supervisors to investigate.
If you are using the Net Promoter application, determine how the follow-up cases from Detractor or Passive scores will be handled.