Source note · CSAT and NPS surveys in contact centers
Because the Webex IVR NPS option uses 0-9 rather than the 0-10 scale Bain defines, IVR-collected NPS from that option is probably not directly comparable with standard NPS without re-banding.
inferred · Checked 2026-10-02
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Webex Experience Management Survey Builder
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center — Cisco (Webex Help Center) · tier 2 current vendor documentation · IVR question options, NPS option; compared with bain-nps-measuring-your-nps bands
Cite this note
APA
WarmTransfer. (2026, October 2). CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch
BibTeX
@misc{warmtransfer-claim-contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch,
title = {CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch},
note = {Source note contact-center-surveys-csat-nps-wxcc-nps-scale-mismatch, checked 2026-10-02}
}