Critizr API Hub

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Exploit the full potential of your data!

You want to use the data collected by Critizr without having to recalculate everything on your side? You want consistency between Critizr Back Office and the rest of your tools? Let's get started!

The Metrics API allows you to retrieve very easily - in JSON format - all the data calculated by Critizr.

Presentation

The Metrics API allows you to retrieve all the statistics calculated from the data collected by Critizr using the same filters as in the Critizr Back Office.

This is essential to ensure consistency between what a Local Manager sees in Critizr vs. other internal tools.

For example with the metrics API you can:

  • Facilitates the retrieval of statistics
  • Easy integrate data in your CRM
  • Generate reports that meet your needs 100%.
  • Enhance the value of the data collected on your intranet or your store pages
  • And many more!

The metrics approach

Our Metrics API allows you to retrieve Critizr statistics according to 5 different themes:

Customer-Relationship score

The Customer-Relationship score is one of Critizr’s key performance indicators.

This KPI takes three criteria into account:

  • Reply rate: Does the store respond to all these messages from customers?
  • Reply time: How long does it take for the store to respond to these messages?
  • Reply quality: Score given by your customers when they receive a response from the store.

The score displayed on the interface is updated in real time, and takes into account the messages received and processed during the month.

How do I get my Customer-Relationship score?

See our dedicated page: Customer-Relationship score

curl --location --request GET 'https://critizr.com/api/v2/stats/relationship' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'
{
    "data": [
        {
            "key": null,
            "description": null,
            "reply_rate": 79.97107975717982,
            "reply_time": 182097,
            "reply_quality": 4,
            "customer_service_rating": 3.492065770743145
        }
    ]
}

Customer-satisfaction score

The Customer-Satisfaction score is an average calculated on the basis of the customers’ answers to all the star questions from the published surveys.

That score can then be analysed over any period of time, or the focus can be narrowed to any given survey, the NPS, a particular establishment, or any other analysis filter you wish to apply.

How do I get my Customer-Satisfaction score?

See our dedicated page: Customer-Satisfaction Score.

curl --location --request GET 'https://critizr.com/api/v2/stats/satisfaction' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'
{
    "data": [
        {
            "key": null,
            "description": null,
            "average": 4.415842247536645,
            "ratings_count": 4745,
            "responses_count": 1760
        }
    ]
}

NPS

The NPS (Net Promoter Score) is an indicator calculated from a very specific question about the customer's intention to recommend you to others.

The question used in the pathway is:
“Would you recommend this establishment to your friends and family?”
The answer is on a scale of 0 to 10.

The NPS is used to sort respondents into three main categories:

  • DETRACTORS”, who gave a score between 0 and 6
  • PASSIVES”, who gave a score of 7 or 8
  • PROMOTERS”, who gave a score of 9 or 10

That score can then be analysed over any period of time, or the focus can be narrowed
to any given survey, a particular POS, or any other analysis filter you wish to apply.

How do I get my NPS score?

See our dedicated page: NPS - Net Promoter Score.

curl --location --request GET 'https://critizr.com/api/v2/stats/nps' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'
{
    "data": [
        {
            "key": null,
            "description": null,
            "count": 534522,
            "score": 50,
            "detractor": {
                "count": 52234,
                "percentage": 9.772095442283012
            },
            "passive": {
                "count": 160222,
                "percentage": 29.974818622994004
            },
            "promoter": {
                "count": 322066,
                "percentage": 60.25308593472298
            }
        }
    ]
}

Remarks

A remark is the message left by the End Customer. It can be typed as Idea, Praise, Problem or Question.

The discussion between the Local Manager and the End Customer after the first comment from the End Customer is typed as a "Message".

How do I get my Remarks metrics?

See our dedicated page:Remarks metrics.

curl --location --request GET 'https://critizr.com/api/v2/stats/remarks' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'
{
    "data": [
        {
            "key": null,
            "description": null,
            "count": 150397,
            "Idea": {
                "count": 36094,
                "percentage": 23.999148919193868
            },
            "Praise": {
                "count": 80626,
                "percentage": 53.60878209006829
            },
            "Problem": {
                "count": 28532,
                "percentage": 18.971123094210657
            },
            "Question": {
                "count": 4734,
                "percentage": 3.147669168932891
            },
            "Message": {
                "count": 411,
                "percentage": 0.27327672759430044
            }
        }
    ]
}

Surveys

The survey is a series of questions asked to the End Customer.

How do I get my Surveys metrics?

See our dedicated page:Surveys metrics

curl --location --request GET 'https://critizr.com/api/v2/stats/surveys/5gd0vbRYxL' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'
{
    "data": [
        {
            "key": "yLdLYMKp4j",
            "description": "Did you easily find the products you were looking for?",
            "average": 3.6965811965811968,
            "answers": [
                {
                    "count": 1,
                    "percentage": 2.857142857142857
                },
                {
                    "count": 4,
                    "percentage": 11.428571428571429
                },
                {
                    "count": 7,
                    "percentage": 20.0
                },
                {
                    "count": 17,
                    "percentage": 48.57142857142857
                },
                {
                    "count": 6,
                    "percentage": 17.142857142857142
                }
            ]
        },
        {
            "key": "bJdY1MKqdR",
            "description": "Note the **level of ease** to place your order online",
            "average": 3.8098290598290596,
            "answers": [
                {
                    "count": 1,
                    "percentage": 2.857142857142857
                },
                {
                    "count": 3,
                    "percentage": 8.571428571428571
                },
                {
                    "count": 5,
                    "percentage": 14.285714285714285
                },
                {
                    "count": 20,
                    "percentage": 57.14285714285714
                },
                {
                    "count": 6,
                    "percentage": 17.142857142857142
                }
            ]
        },
        {
            "key": "ELxjqQmr4K",
            "description": "**Would you recommend** the VÉLO online store to your friends and family?",
            "average": 6.878205128205128,
            "answers": [
                {
                    "count": 0,
                    "percentage": 0.0
                },
                {
                    "count": 1,
                    "percentage": 2.857142857142857
                },
                {
                    "count": 5,
                    "percentage": 14.285714285714285
                },
                {
                    "count": 2,
                    "percentage": 5.714285714285714
                },
                {
                    "count": 1,
                    "percentage": 2.857142857142857
                },
                {
                    "count": 1,
                    "percentage": 2.857142857142857
                },
                {
                    "count": 0,
                    "percentage": 0.0
                },
                {
                    "count": 8,
                    "percentage": 22.857142857142858
                },
                {
                    "count": 6,
                    "percentage": 17.142857142857142
                },
                {
                    "count": 7,
                    "percentage": 20.0
                },
                {
                    "count": 4,
                    "percentage": 11.428571428571429
                }
            ]
        }
    ]
}

Updated 11 months ago


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