Employee Performance Report

For this report to have data, your surveys need to collect employee information. When a customer completes a survey and the sending is linked to a specific employee (either manually assigned or auto-detected through your CRM integration), the satisfaction scores from that response are attributed to that employee.

This means:

• An employee's NPS score reflects the NPS ratings given by customers they served
• An employee's CSAT score reflects the CSAT ratings from their interactions
• The total response count shows how many attributed responses each employee has

The report table shows these columns for each active employee:

Employees are ranked by their satisfaction score, giving you a quick view of who's performing best and who may need support.

Switch between time periods to analyze performance trends:

• All Time - Complete historical performance
• Monthly - Select a specific month to see performance for that period

Monthly views are essential for tracking whether coaching interventions are working. Compare an employee's scores before and after a coaching session to measure impact.

Tip: Use monthly filtering to avoid mixing seasonal patterns with individual performance. Holiday seasons or busy periods can shift everyone's scores temporarily.

Results are grouped by employee position (if positions are configured in Settings > Employees) while maintaining a global rank order by satisfaction score. This means you can see how technicians compare to each other and how the front desk team compares internally, while still having a single ranked view.

An employee with 3 responses and a perfect NPS of 100 is not necessarily outperforming someone with 50 responses and an NPS of 75. Low-volume scores are directional indicators, not definitive rankings. Look for employees with at least 10-15 responses before drawing performance conclusions.

A low score doesn't always mean poor service. Consider:

• Role type: Employees handling complaints or returns may naturally receive lower scores than those handling straightforward transactions
• Customer base: Some customer segments are harder to satisfy regardless of service quality
• Survey timing: Scores may reflect the overall experience, not just the individual employee's contribution

Always pair quantitative scores with qualitative feedback (check the Verbatims report) before coaching conversations.

A single month's score is a snapshot. What matters more is the direction. An employee whose NPS went from 30 to 50 over three months is making progress, even if 50 isn't the team's highest score.

Use this repeatable pattern for constructive performance management:

1. Identify cohorts - Group employees into top performers, middle, and those needing support (based on volume-adjusted scores)
2. Review examples - Check the Comments and Verbatims reports for specific feedback about each employee
3. Create action items - Convert findings into role-specific coaching goals (e.g., "Reduce wait time mentions" or "Increase greeting consistency")
4. Track progress - Review the next month's report to see if scores improved

Don't just focus on problems. Use the report to identify top performers and recognize them. Employees who consistently receive high satisfaction scores are doing something right. Share positive verbatims with them and the team.

Export the employee performance data for use in team meetings, quarterly reviews, or integration with your HR systems. The export includes all metrics shown in the table.

• Compare employees with similar response volumes to avoid misleading comparisons
• Review multiple months before making incentive or compensation decisions
• Pair with Goals settings (Settings > Goals) to set satisfaction targets for employees or teams
• Share positive feedback from the Verbatims report during team meetings
• Don't use this report punitively without context. It works best as a coaching and recognition tool.

To configure employee records and positions, see Employee Settings.

To set satisfaction targets for your team, see Goals Settings.

For comparing performance across departments or locations, see Advanced Comparison Report.