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Defining Net Promotor Score settings

Updated on March 25, 2020

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.

Note: Pega Customer Service includes customer satisfaction survey capabilities that you can leverage if you do not have the Net Promoter application installed. For more information about customer satisfaction survey configuration, search for the related topics on the Community.

If you are using the Net Promoter application, determine how the follow-up cases from Detractor or Passive scores will be handled.

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