Hello Zendesk people and MIkkel,
The current implementation of NPS requires giving a Team Member admin so they can view an open NPS survey in real time. This is very short sited implementation and creates less secure Zendesk instances. In the ideal state, the NPS (Net Promoter Score) functions of Zendesk would have the below capabilities;
- Read-Only Access to Open or Active NPS Surveys can be assigned to any custom role
- Read-Write Access for NPS can be granted to any Role
- The live or active NPS survey can be accessed from a Tab on the Agent Home page, between the Dashboard tab and the Explore Zendesk Support Tab
- There should be a method of connecting Zendesk and services like Slack (real-time communication), Grafana (real-time data visualiation, so live updates on results can be posted to teams, departments, and company-wide channels.
You are an executive, do you want to have Admin just to see you NPS score? The better experience for executives is to give them a centralized Dashboard or HUD, so they can set the companies course by metrics, telemetry, and meaningful information. If an executive can have a centralized place to measure health, you must give it to them to improve the value they receive and perceive from the adoption of Zendesk.