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About Coveo

Coveo uses AI and intelligent search technologies to personalize millions of digital experiences for customers and employees. Coveo is proven to accelerate ROI in systems of engagement such as ServiceNow, through improvement of many service‑related KPIs; Case Deflection, Self‑Service Success, Agent Productivity, First Call Resolution, Average Handling Time, Employee Productivity. Integrated within ServiceNow CSM, ITSM, and HRSD workflows, Coveo combines unified content, unified interactions and machine learning to deliver relevant information and recommendations across every interaction. A leader in both the Gartner Magic Quadrant for Insight Engines and the Forrester Wave for Cognitive Search, Coveo has demonstrated enterprise scalability and results based on implementations at some of the largest leading & innovative technology customers.

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What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, ServiceNow conducts customer surveys on behalf of our partners with our mutual customers to measure success and gather feedback, which we use to continually improve. ServiceNow has modified its customer survey process effective April 1, 2020, by transitioning to a more effective 5‑level Likert scale, from the former 10‑point scale. The display shown as Legacy shows the rolling 365‑day average score of survey results that were based on the former 10‑point scale prior to April 1, 2020 the display shown as Current is based on the new scale.

How is this calculated?

The CSAT scale, based on the 5‑level Likert scale, is converted into numeric values ranging from 1‑to‑5, with 5 being the highest possible score. Each partner’s CSAT rating is equal to a rolling 365‑day average score of customer responses received across all completed engagements.

SERVICENOW STORE APPLICATIONS:
COUNTRY AND REGION COVERAGE:

ServiceNow Business Territory (Non‑Resale)
Region: AMS

For more information, check out the Coveo website or contact sninfo@coveo.com

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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