Articles

Standard visualization of data.

• Buzz Tracker

  What is it?  Buzz Tracker is a text analytics tool that allows users to view and analyze hundreds of thousands of customer comments across every touch-point. Who will use it?  Agent, Admin, and End Us...

• Why Are Overall CSAT Scores Different in Solution Dashboard and Solution Overview Dashboards?

  Overview When looking at Overall CSAT scores on the Solution Overview and the Solution Dashboard reports, you may notice different values. This article explains why this happens.   Information There a...

• NAS vs NPS in Customer Advocacy Scores Popup

    Overview   Sometimes customers file a request asking why the UI uses the word NAS rather than NPS - in the popup that appears on hovering over the scores widget under the Customer Advocacy column. C...

• Checking for Personal Information in Data Sent by ResponseTek Customers

  Overview Some customers send a feed of data in order to get advanced reporting. The data received in ResponseTek could include personally identifiable information that needs to be handled according to...

• Comment Manager Export Limit

  Overview The Comment Manager is a central place where it is possible to see what the respondents have written in the comment box when answering the surveys. It is also able to export the comments just...

• Scores Calculation

  Overview Scoring plays a major role in ResponseTek. It is an easy way to summarize answers. By comparing scores over time, it is possible to know if customers' perception is improving or worsening. It...

• Are Scorecards Being Sent to the Wrong Recipients?

  Overview Sometimes it may seem that the scorecards are being sent to the wrong people. This article will help you check if there is really an issue.   Solution Scorecards by default are sent to the us...

• Why is the Survey Score Appearing as N/A?

  Overview There may be cases when you see the score of a survey as N/A instead of a number from 0 to 100. This article explains when this happens.   Information The survey score depends on the question...

• Why Can a User Not See Results after a Change in the User Hierarchy?

  Overview When a new user hierarchy (aka organizational hierarchy) is uploaded to the system, some users may not see the results based on the new hierarchy.    Solution This issue can be caused because...

• Why Are There No Results in Reports for a User Who Had Their Account Changed?

  Overview There are situations that may require a user account to be changed in the customer's system. Let us suppose that a user had an account with the code X and it had to be changed to another acco...