ScoreStory help centre

Welcome to ScoreStory, the platform for conversational feedback. Instead of presenting a participant with a list of questions, ScoreStory runs a short, personal interview: first a single score (eNPS, NPS, CSAT or CES), then an AI that probes for the why behind it. The open-ended answers are automatically analyzed for sentiment and topics, so the results immediately show you what's going well and what needs improvement.

This manual describes all the features of the admin area, in the order you normally encounter them: from creating an organization to reading the results.

All chapters

  1. Getting started

    Sign in, create an organisation, switch between organisations and manage your account. Get ScoreStory ready in a few minutes.

  2. Creating a survey

    Create an eNPS, NPS, CSAT or CES survey: let Vox put it together in a conversation, start from a template or set it up yourself.

  3. Configuring a survey

    Set the goal and metric, choose topics and tone of voice, design the closing page, and decide on privacy, anonymity and retention.

  4. Inviting participants

    Invite participants with a public or personal link and QR code, a popup on your website, email, a CSV import or the API.

  5. The interview

    From invitation to closing page: how the AI interview looks to participants, step by step, and what changes when the survey is anonymous.

  6. Participants

    Manage the participant list, add attributes, read interviews back, follow up on conversations and handle GDPR requests.

  7. Results & analysis

    Read your score and its trend, explore topics and sentiment, filter by period and attribute, and share results or get notified.

  8. Organization settings

    Set up email templates and senders, give the interview your own branding, manage users and roles, and view usage statistics.

  9. Subscription

    How plans work, how ScoreStory counts participants, what the ceiling does, and how to manage your payment method and invoices.

  10. Glossary

    The key terms in ScoreStory explained in a sentence or two, from eNPS, NPS, CSAT and CES to topics, sentiment and sources.

  11. Help and support

    Ask Vox a question inside ScoreStory, bring in a person from our team when you need one, and read back earlier questions.

Updated

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