technical note - pega · 2019-05-22 · tech note – nps framework 7.1 4 overview an increasing...

Technical Note

Using the Net Promotertrade Framework 71

Tech Note ndash NPS Framework 71

2

Copyright 2014

Pegasystems Inc Cambridge MA

All rights reserved

This document describes products and services of Pegasystems Inc It may contain trade

secrets and proprietary information The document and product are protected by copyright

and distributed under licenses restricting their use copying distribution or transmittal in

any form without prior written authorization of Pegasystems Inc

This document is current as of the date of publication only Changes in the document may

be made from time to time at the discretion of Pegasystems This document remains the

property of Pegasystems and must be returned to it upon request This document does not

imply any commitment to offer or deliver the products or services described

This document may include references to Pegasystems product features that have not been

licensed by your company If you have questions about whether a particular capability is

included in your installation please consult your Pegasystems service consultant

For Pegasystems trademarks and registered trademarks all rights reserved Other brand or

product names are trademarks of their respective holders

Net Promoter NPS and Net Promoter Score are trademarks of Satmetrix Systems Inc

Bain amp Company Inc and Fred Reichheld used under license

Although Pegasystems Inc strives for accuracy in its publications any publication may

contain inaccuracies or typographical errors This document or Help System could contain

technical inaccuracies or typographical errors Changes are periodically added to the

information herein Pegasystems Inc may make improvements andor changes in the

information described herein at any time

This document is the property of

Pegasystems Inc

One Rogers Street

Cambridge MA 02142-1590

Phone (617) 374-9600

Fax (617) 374-9620

wwwpegacom

Document Technical Note for NPStrade Framework

Software Version PRPC 71

Updated October 2014


3

Contents

Overviewhelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip4

Chapter 1 Installation and Prerequisites 5

Verify the PRPC Prerequisites 5

Import the NPS Framework 5

Net Promoter in CPM 7

Chapter 2 Creating a New Survey 8

Chapter 3 Calling a Survey in Your PRPC Application 13

Adding Data Segments to your survey 16

Calling the NPS Survey via Java Script 17

Chapter 4 Configuring and Conducting Follow-up Surveys 18

Chapter 5 NPS Reporting 19


4

Overview

An increasing number of companies are adopting the Net Promoter Scorereg (NPSreg) rating

system as a key measurement of how their business is performing in the eyes of their

customers NPS generally asks a single question ldquoWould you recommend [company x] to a

friend or colleaguerdquo Responses are categorized into three main groups

Promoters (score 9-10) ndash Loyal customers who willingly refer friends and others

Passives (score 7-8) ndash Satisfied but indifferent customers who are likely to switch

providers given competitive offerings

Detractors (score 0-6) ndash Unhappy customers who intentionally damage a

companyrsquos reputation by word-of-mouth

The Net Promoter Scorereg (NPSreg) Framework provides the ability to send NPS surveys

through email (via Directed Web Access) within the application or called via java script

The framework also supports personalized follow-up through cases that are automatically

created by the framework offering a closed-loop process for managing NPS surveys and

customer follow-up

This document provides a summary of the NPS Framework its out-of-the-box capabilities

and how to make configurations for site-specific implementations


5

Chapter 1 Installation and Prerequisites

Follow the steps below for a new installation of the NPS Framework with PRPC 71

Verify the PRPC Prerequisites

Before installing the NPS Framework 71 you must first install the following

PRPC 71

To ensure that you have the latest fixes and updates always use the latest available maintenance level of PRPC 71

Verify that PRPC has been installed correctly before proceeding with the installation

Import the NPS Framework

In this step the NPS Application and RuleSet will be loaded

1 Access the PRPC system (httphostnameportprwebPRServlet) and login

using the Administratorpegacom operator (password = install) or another PRPC

administrator Operator ID

2 Click on DesignerStudio and then select the Import link from the Application gt

Distribution menu

3 Use the browse option to find the following file on the distribution media and click

Next gtgt

o NPS_71_Installjar

4 Follow the on-screen instructions to import the NPS application and RuleSet

The following items are included in the NPS_71_Installjar file

Application PegaNPS

Ruleset PegaFW-NPS


6

Access Group PegaNPSAdministrators

Operator NPSSysAdmin

Workbasket NPSSurveyFollowup (For follow-up assignment)

Operator EXTERNALNPSUSER (For email survey)

Email Account PegaFW-NPS-Survey

Work Class PegaFW-NPS-Survey

Work Object table pfw_nps_survey

Please note the NPS Framework Access Group and Operator ID provided above

Note To add the NPS Framework RuleSet to an existing application open your Application

rule and add the PegaFW-NPS RuleSet to Application RuleSets


7

Net Promoter in CPM

CPM extends the NPS Framework to reflect recent customer NPS survey scores and provides

the ability to adapt CSR behavior to help retain promoters and convert detractors CPM NPS

extensions support the following capabilities

NPS Survey follow-up cases are automatically created and routed to a follow-up

workbasket to allow follow-up with customers

Agents can quickly view the customerrsquos last NPS score in the CPM customer

thumbnail

Utilize NPS ratings to drive CSR behaviors via intent task suggestions The

interaction goal rule has been modified to incorporate NPS scores when determining

the interaction goal used in task suggestions

The Summary Composite reflects the current Promoter Status of the customer

The sample CPM wrap-up screen includes the ability to collect NPS survey data from

within the CPM application

Email-based NPS surveys (via DWA) can be automatically sent from CPM triggered

by the interaction wrap-up process

NPS scores are stored in the PCA_NPS_SURVEY table

Note The NPS Framework is packaged with Pega Customer Process Managertrade 713

and does not require a separate installation


8

Chapter 2 Creating a New Survey

NPS surveys are comprised of two parts ndash the survey rule which contains the definition of

the survey and a pointer to its associated UI (flow action) and the UI itself The survey UI

is defined in a standard PRPC section that is embedded in the flow action used by each

survey

The NPS Framework provides a sample NPS survey rule SampleNPSSurvey

Creating a new NPS survey

To create a new NPS survey open the sample NPS survey rule(SampleNPSSurvey) and

perform a lsquoSave Asrsquo to save it to an open RuleSet It should be saved in a class that

extends the survey framework class (PegaFW-NPS-Survey)

Modify the existing questions or add new questions using the ruleform

Add new questions to the SampleNPSSurvey rule by Selecting + Add Item A new

question row will be added where you can define a new Field Value for the desired

survey question


9

To add a question add the new Question ID (eg ldquoQ3rdquo) in the Question ID field then

type in the question text in the Question field

After entering the question text click on the Field Value icon ( ) to create a Field

Value of pyCaption and use it in the Question column Using a field value for the

question text simplifies localization of the surveys into other languages and allows

you to reuse the same question text across multiple surveys

Note If you choose not to use a field value you will need to manually add the

question text to the survey UI ndash the text in the survey rule is intended as a

placeholder and will not be displayed in the UI automatically


10

Update the flow action and class names You may reuse the existing flow action and class

or create new ones The class should be PegaFW-NPS-Survey or a class that inherits from

it

If you are creating a new flow action click the lsquoOpen Rulersquo icon next to the flow action name

and follow the prompts in the lsquoNewrsquo dialog The flow action should be in a class that

extends from PegaFW-NPS-Survey

When finished save your survey rule

Creating the NPS Survey UI

Click through to the flow action you referenced in the survey rule If needed add a section

to the flow action

You can utilize the sample NPS section provided (SampleNPSSurvey) or you can create

your own section In the sample the framework utilizes the NPSRating section to display

the lsquoWillingness to recommendrsquo question response Note If creating an email survey you

should use the NPSRadioButtons control instead of the NPSRating section due to a limitation

in the Directed Web Access (DWA) capability in PRPC

PegaFW-NPS-SurveySampleNPSSurvey Section

Drag in the question property in order to create a placeholder in the UI to collect a

response You will need to create a label for the question text You can do this by

manually typing in a label or by dragging in the field values that were created when you

created the survey rule It is recommended that you use field values for better reuse

and localization


11

You will also want to provide input fields for each question on the survey The new

question must also have a corresponding property in the Embed-PegaFW-NPS-Survey-

Question class to create an association between the new question and the customerrsquos

response NPS survey question responses become part of a page list NPSQuestions

Each question is referenced by an instance of the page list The first question is

NPSQuestions(1)property the second is NPSQuestions(2)property and so on

The NPS framework provides two standard response properties as part of the

NPSQuestions pagelist The NPSResponse property is meant to contain the integer value

corresponding to the ldquoWillingness to Recommendrdquo property The Feedback property is

meant to contain the standard open text question that is part of a typical NPS Survey

It is recommended that you reuse these two response properties in your survey

When configuring the survey UI reference question response properties from your

NPSQuestions pagelist in the UI Reference the field values created from the survey rule

as the labels in the survey UI

An example is provided below In this case the field value for Question 1 (pyCaption

NPSQuestions(1)QuestionText) is referenced in the UI Below it the response property

for the NPS score is referenced - NPSQuestions(1)NPSResponse Below that is the field

value representing Question 2 (pyCaption NPSQuestions(2)QuestionText) and the

corresponding property value for Question 2 ndash NPSQuestions(2)Feedback ndash to contain

the free text question response In our example we have added the field value

pyCaption NPSQuestions(3)QuestionText for the 3rd question in our survey and the

corresponding property value for Question 3 ndash NPSQuestions(3)Feedback for the free

text question response


12

If you are adding questions that reference additional properties (eg race income gender

etc) these properties must be added to the NPSQuestion pagelist - Embed-PegaFW-NPS-

Survey-Question class as explained above

NPS Score Storage

The NPS score is stored in the PFW_NPS_SURVEY (SURVEYSCORE column) This table is

used for NPS scores returned through application-based surveys and DWAemail

Note For CPM implementations with the NPS Framework installed NPS scores are stored in

the PCA_NPS_SURVEY table


13

Chapter 3 Calling a Survey in Your PRPC

Application

To initiate an NPS survey call the NPSSurvey flow with the new NPS survey rule instance as

a parameter (eg call flow PegaFW-NPS-SurveyNPSSurvey with PegaFW-NPS-

SurveySampleNPSSurvey)

The NPSSurvey flow provides activities that populate the survey questions and initializes the

survey work object


14

The survey can be delivered within an application portal an email (with an embedded

DWA link created by PRPC for this particular NPS survey) or through a ldquostaticrdquo DWA link

embedded in a web page (for example) A decision table (SurveyDeliveryType) is called

to determine the delivery option

Sample NPS Survey (portal)

A correspondence fragment is utilized to create the DWA link in the outbound NPS Survey

email (ExternalInstructionsbullEmail) Utilize the OOTB performexternal harness for external

assignments

In the sample NPS implementation there are two SampleNPSSurvey sections

(circumstanced based on delivery type) In case of a DWA link the flow picks

SampleNPSSurvey (UI which has 0-10 radio buttons) which has no Ajax calls involved and

for the remaining scenarios it picks SampleNPSSurvey section (this one has AJAX calls to

highlight the selected rating) which has 0-10 rating buttons


15

Sample email survey with DWA link

A sample correspondence rule for the email survey is provided (PegaFW-NPS-Survey

bullNPSSatisfactionSurvey bullEmail) and can be modified to meet your specific implementation

needs A Correspondence Fragment (NPSExternalInstructions bullEmail) is used to define the

external DWA link


16

Adding Data Segments to your survey

In order to improve the ability to perform analysis on NPS survey results the NPS

framework provides you with the capability of storing customer segment data on every

survey issued Typical segment examples include channel customer value the

organizationdivisionunit that serviced the customer the customerrsquos geographic location or

any other data available at the time of service that would be beneficial in determining why

customers are promoters or detractors

An extension has been provided to enable capture of customer data and segment data to

the out-of-the-box survey object that can be used for analysis The segment data is passed

by your PRPC application in the call to start the survey (StartDefaultPromoterSurvey) The

NPS Framework exposes 12 generic segment properties (10 text type and 2 date type) for

this purpose (eg SurveyDateSegment1 SurveyDateSegment2 SurveySegment1-10)

Mapping customer-defined properties to the NPS Framework generic segments

For each application that includes the NPS framework the segment columns should be used

the same way for each survey created For example if you determine that lsquoSegment1rsquo will

represent lsquoCustomer Valuersquo every survey created should pass in lsquoCustomer Valuersquo to

lsquoSegment1rsquo as a best practice The UpdateCustomSegments data transform should be

configured to map your application properties to the generic NPS segments

Internally the StartNPSSurvey activity automatically pulls the SurveySourcePage into the

relevant NPS thread When generating the survey the UpdateNPSSurvey activity calls the

UpdateCustomSegments data transform which consumes the SurveySourcePage

Below is the UpdateCustomSegments DT provided as an extension point


17

Segment data is exposed as parameters in the StartDefaultPromoterSurvey activity

Calling the NPS Survey via Java Script

The NPS survey can be launched from a web application using JavaScript To leverage this

configure a link on your web site that uses windowopen to open a URL to trigger the

survey An example of the URL is shown below

httpltservernamegtltportgtprwebPRServletpyActivity=PegaFW-NPS-

SurveyStartDefaultPromoterSurveyampampUserIdentifier=usernameampPassword=passwordampsegm

ent1=segment1dataampsegment2=segment2dataampsegment3=segment3data

You can pass in customer data and segments as required by your survey If username and

password is not passed PRPC will prompt the user for it


18

Chapter 4 Configuring and Conducting

Follow-up Surveys

An NPS follow-up case is automatically created for survey responses with a Passive or

Detractor rating The resulting work objects are given a status of ldquoPending-Followuprdquo

The NPS Framework provides a sample NPS Follow-up survey flow action PegaFW-NPS-

Survey bull NPSFollowup including sample follow-up questions to help better understand why

the customer rated as a Passive or Detractor Modify or create your own questions by

saving the FollowupQuestions section to your RuleSet making changes as needed by your

application

Local actions are also provided OOB within the flow action (Transfer Assignment Cancel

This Assignment Create Ad Hoc Work etc)

Below are the OOTB NPS follow-up case and flow action


19

Chapter 5 NPS Reporting

A ldquoPromoter Survey Reportsrdquo category is included in the NPS Framework and is displayed in

the Report Browser A sample Report Definition ldquoPromoter Survey Results By Org Unitrdquo has

been provided in the NPS Framework

The NPS Framework provides several other Report Definitions but they are not configured

to display in the Report Browser

NPS Report by Organization

NPS Report by Organization Unit

NPS Report by User

NPSSurvey-Detractors

NPSSurvey-Passive

NPSSurvey-Promoters

NPS Survey Score by Segment

To display the report in the Report Browser open the desired Report Definition rule and

select the ldquoDisplay in Report Browserrdquo checkbox Note that the above reports do not

currently have charts defined so the display will show the data in a grid format (not a

chart) You can define a chart by configuring the Report Definition Chart tab or by using the

Chart Editor in the Report Browser (see the following article in PDN

httppdnpegacomreportingworking-with-charts-in-reports-pega-7)

A function has been created to calculate NPS scores ldquoCalculateNPSScorerdquo The functions

uses the standard algorithm of ldquo of Promoters minus of Detractors = Net Promoter

Scorerdquo This function can be reused in new reports you create

Overview




Net Promoter in CPM


Chapter 3 Calling a Survey in Your PRPC Application



Chapter 4 Configuring and Conducting Follow-up Surveys



2

Copyright 2014

Pegasystems Inc Cambridge MA

All rights reserved

This document describes products and services of Pegasystems Inc It may contain trade

secrets and proprietary information The document and product are protected by copyright

and distributed under licenses restricting their use copying distribution or transmittal in

any form without prior written authorization of Pegasystems Inc

This document is current as of the date of publication only Changes in the document may

be made from time to time at the discretion of Pegasystems This document remains the

property of Pegasystems and must be returned to it upon request This document does not

imply any commitment to offer or deliver the products or services described

This document may include references to Pegasystems product features that have not been

licensed by your company If you have questions about whether a particular capability is

included in your installation please consult your Pegasystems service consultant

For Pegasystems trademarks and registered trademarks all rights reserved Other brand or

product names are trademarks of their respective holders

Net Promoter NPS and Net Promoter Score are trademarks of Satmetrix Systems Inc

Bain amp Company Inc and Fred Reichheld used under license

Although Pegasystems Inc strives for accuracy in its publications any publication may

contain inaccuracies or typographical errors This document or Help System could contain

technical inaccuracies or typographical errors Changes are periodically added to the

information herein Pegasystems Inc may make improvements andor changes in the

information described herein at any time

This document is the property of

Pegasystems Inc

One Rogers Street

Cambridge MA 02142-1590

Phone (617) 374-9600

Fax (617) 374-9620

wwwpegacom

Document Technical Note for NPStrade Framework

Software Version PRPC 71

Updated October 2014


3

Contents













4

Overview














customer follow-up




5





PRPC 71









Distribution menu


Next gtgt

o NPS_71_Installjar



Application PegaNPS

Ruleset PegaFW-NPS


6












7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








3

Contents













4

Overview














customer follow-up




5





PRPC 71









Distribution menu


Next gtgt

o NPS_71_Installjar



Application PegaNPS

Ruleset PegaFW-NPS


6












7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








4

Overview














customer follow-up




5





PRPC 71









Distribution menu


Next gtgt

o NPS_71_Installjar



Application PegaNPS

Ruleset PegaFW-NPS


6












7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








5





PRPC 71









Distribution menu


Next gtgt

o NPS_71_Installjar



Application PegaNPS

Ruleset PegaFW-NPS


6












7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








6












7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








7

Net Promoter in CPM







thumbnail













8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








8





survey









survey question


9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








9











10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








10



it







to the flow action











and localization


11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








11

























12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








12




NPS Score Storage






13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








13


Application





survey work object


14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








14








assignments







15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








15





external DWA link


16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








16
























17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








17












18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








18


Follow-up Surveys







application





19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM








19









NPS Report by User


NPSSurvey-Passive

NPSSurvey-Promoters











Overview




Net Promoter in CPM







technical note - pega · 2019-05-22 · tech note – nps framework 7.1 4 overview an increasing...

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