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  • 1.  Open API to provide NPS details of the customer

    Posted Sep 20, 2019 04:59
    ​Hi,

    Is there any API that provides the NPS details of the customer.
    The Use Case is when the CSR searches the customer on the Agent Desktop then the NPS details of the customer should be displayed.
    The NPS details should cover the NPS score of various NPs categories like Transactional NPS, Product NPS and Relational NPS.

    Any pointers will be really helpful.

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    Ravi Verma
    Infosys
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  • 2.  RE: Open API to provide NPS details of the customer

    TM Forum Member
    Posted Sep 20, 2019 06:07
    Hi Ravi
    Thanks for your question.
    The Open API model does not currently include data that relates to NPS, but you could add it to your implementation model in one of the following ways:
    • Customer (and its conceptual base class PartyRole) has an array of Characteristics. You could have characteristics with names such as ProductNPS etc., and return the values for these when you retrieve the customer (or other party role, if NPS is relevant to those).
    • Add explicit NPS attributes to Customer model, using the @type  @baseType and @schemaLocation as described in the design guidelines. type would be (for example) CustomerWithNPS, baseType would be Customer, and schemaLocation would point to a json schema describing the NPS attributes. You could express NPS as a number of strongly named attributes, or perhaps for flexibility you could define an NPS array with attributes scoreName (string) and scoreValue (number, float).
    Hope it helps
    ​​​​

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    Jonathan Goldberg
    Amdocs Management Limited
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  • 3.  RE: Open API to provide NPS details of the customer

    Posted Sep 20, 2019 10:55
    Thanks Jonathan for your response.

    Do you think it is a good idea to create a separate Open API that takes care of the NPS data of the customer.
    Sending the NPS information as a part of Customer profile might not be required/consumed by all the consumers and may just be needed by a specific team/set of users.

    What are your thoughts?

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    Ravi Verma
    Infosys
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  • 4.  RE: Open API to provide NPS details of the customer

    TM Forum Member
    Posted Sep 22, 2019 03:13
    Hi Ravi
    First we need to understand how the NPS information is derived and populated. I am not familiar with this business area in detail, but my guess is that you would have some background process running analyzing the customer's various interactions and other behavior (perhaps on a big data platform). This process would calculate the NPS entries and update them in the customer record. If so, you would not have a public API for updating NPS information, and the NPS fields in the customer would be non-modifiable in the public customer or party role API.
    If so, no separate API is needed, you could simply decide whether to return NPS information or not as part of the customer GET:
    • if explicitly requested in the fields query string parameter 
    • according to authorization of the requesting security principal
    But other people may have different opinions, or perhaps NPS functionality behaves differently.
    Hope it helps.

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    Jonathan Goldberg
    Amdocs Management Limited
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