Layering in properties and tracked keywords
While using a single keyword can help kickstart a Trend, you can elevate the insight from each Trend by including additional keywords as well as any properties you’re sending to Delighted.
Let’s consider the fictional online retailer, Hem & Stitch, just released a brand new iPad app. Following the release, one of the company’s main initiatives is to track the NPS for any purchase via mobile device that mentions “iPad”. Since they’re passing a property of “Purchase Experience” that includes “Mobile Device” any time an order is placed on mobile, they have all the ingredients they need to track that feedback.
When setting up this Trend, the team at Hem & Stitch will focus on two key components:
- Property: Purchase Experience=Mobile Device
- Keyword: iPad
Here’s how that set-up process would look:
To breakdown that process further, the steps for creating the Trend would be:
- Selecting the property (or any set of properties by pinning multiple values)
- Typing in the keyword
- Creating the Trend
Note, using a keyword is not required to create a Trend if you have selected properties. For example, if you were passing a “Location” property, you could pin a batch of locations all in the same region and create a Trend to track that region’s feedback.
Capture all the feedback under a larger theme by using tracked keywords. After a Trend is created, you can easily expand the keywords used to search comments. This feature can help with building out more robust Trends:
In the above example, you’ll see a Trend focused on “Customer Support” which looks for different keywords associated with that larger theme (ex. any response that mentions “service”, “customer”, etc.) Including more keywords helps effectively expand the search the Trend is performing, pulling in more responses that match one of those keywords/phrases.
The tracked keywords section respects common search syntax, such as:
- Use quotes around a phrase to search for that specific phrase (ex. “Customer Service”)
- Use the symbol “-” ahead of any word to include responses that don’t include that keyword (ex .“-sales”)
Now that you’ve created a few Trends, the question is – where do you view them all? In our next section, we’ll cover the basics of how to access and sort through all of your Trends.