Add satisfaction metrics to a survey and project
When you create a new project, several items will be added to the Reports section automatically. Then, a report that contains survey responses will be created for each survey that exists within the project. Also, a Satisfaction metrics report will be created. Nothing will display on this report until satisfaction metrics have been added.
Satisfaction metrics exist on three different levels:
Survey response - Each individual survey response holds the satisfaction metrics for that specific respondent.
Survey - Each survey has satisfaction metrics added to it. You can review these overall metrics from the Satisfaction metrics report by adding a filter and switching from one survey to another.
Project - The default Satisfaction metrics report will show the results for all survey responses for all surveys within the project.
Types of satisfaction metrics
You can add up to 10 metrics to a project, which will help your organization track the levels of satisfaction in a variety of ways. You can apply three types of metrics to different questions, as shown in the following table.
| Metric type | Details |
|---|---|
| NPS | Add a Net Promoter Score (NPS) question to a survey to track the overall satisfaction of a respondent by using a scale from zero to 10. A person who responds with a 0 to 6 is known as a Detractor, someone who responds with a 7 or an 8 is Passive, and a respondent with a 9 or 10 is a Promoter. |
| Sentiment | Sentiment is calculated based on the sentiment of a response that is provided to a text-based question. This metric is based on analysis of the words that are used and will end in a result of either Positive, Negative, or Neutral. |
| CSAT | Customer Satisfaction (CSAT) is an indicator of how satisfied a customer is based on a response that they have given to a ratings question. This metric could indicate a customer's satisfaction level with a product, service, or experience. |
You can access and edit satisfaction metrics from the Customization menu on a survey. If you are using a project that was created from a template, this assessment might include one or more satisfaction metrics that are already mapped to questions. A survey maker can map a metric to a question, making sure to follow the question compatibility for each metric type according to the preceding table. You can update and remap the satisfaction metrics after you have collected survey responses. Moving forward, the metrics will only be calculated for new responses and will not be applied retroactively to the previous responses.
Additionally, you can change the name of each metric to better clarify what the metric is tracking. This approach is important for projects with multiple metrics of the same type. To add further explanation, you can add a description to each metric as well.
If you are copying a survey, the satisfaction metrics will be copied along with all questions, branding, variables, and branching rules. However, you will need to review the metrics on the new survey that is being created and then select the correct questions to use. The names of the metrics will be the same as what's shown on the original survey, as they are for the project overall. Changing the names on the new survey will result in the names being changed for all surveys that use them. It's also possible to see other questions that are using the same metric that is being pulled from other surveys.
As survey responses are received, you can review the satisfaction metrics from the Reports area on a project. By default, all surveys are shown, but you can filter this view by switching from one survey to another in the dropdown menu. Satisfaction metrics will also be displayed on the home page dashboard in Dynamics 365 Customer Voice. The satisfaction metrics for a specific response are stored in a Satisfaction metric value within the related Microsoft Dataverse environment. The data is stored in JSON format, which you can access by using Power Automate, with the values being used to generate actions as needed. Using Power Automate will be discussed in detail in another module of this learning path.
