For the NPS chart above, all data points are trending upward, which is a good thing   The yellow trendline is for the Community data.  Note also that it jumped by 34% in Q4, which is when we launched our Social CRM (Lithium & Salesforce) integration (Oct 2011)! ... View more

I would like to suggest you use the same exercise in the Engagement Center and in Reporting, to weed out using mulitple names for the same thing or inaccurate names.  For example, in the Content Tab of Engagement Center, there is a section for "Answer Rate" but these are not answers in that they answered the Topic author's question, but rather "Replies" - it is maybe a small but very significant difference, even then in how we show these reports and outputs internally.  In the Product Support world, an Answer is a very different thing.  In the Responsiveness section you have "Response Rate" - is this different or the same thing?  See this thread...   http://lithosphere.lithium.com/t5/Customer-Connection-Private/Time-to-Answer-and-Response-Time-engagement-centre/m-p/27816#M1531 ... View more