Who this is for: Anyone tracking customer sentiment — NPS, CSAT, escalations, and public reviews — with the ability to click into the exact surveys and tickets behind each number.
What it is: One screen with four cards: NPS · CSAT · Escalations · Reviews, filterable by month and region. Metrics are recomputed from the source surveys/tickets (fsp-sql) so you can audit every score.
At a glance
- Pick a month and region.
- Read the four cards; click any card or number to open the underlying records.
- Drilldowns link out to the HubSpot contact/ticket for each survey or escalation.
The four cards
Customer Experience — NPS, CSAT, Escalations, and Reviews in one view.
- NPS — Net Promoter Score with the promoter / passive / detractor split and sub-scores (Communication, Design, Installation, Sales). NPS = %promoters − %detractors. Click to see every response.
- CSAT — average satisfaction by survey type (Kickoff, Site Assessment, Approvals, Installation, Inspections). Click a sub-survey to drill into just that type.
- Escalations — New / Open / Closed counts + compensation totals (to customer vs contractor). Click a bucket for the tickets.
- Reviews — Chatmeter public reviews: average rating, by-source breakdown, and star distribution (company-wide).
Tips
- Everything is month + region scoped except Reviews (company-wide).
- Drilldowns carry a HubSpot link per record — use it to jump straight to the customer/ticket.
- Because scores are recomputed from source, this tab is the place to answer “why is NPS that number?” — not just the headline.