Methods of reporting with Trends
With any feedback program, there will be different layers of insight in the reporting your team produces. From a high-level, you’ll have overall feedback and metrics (ex. CSAT score, total number of responses, etc.) Drilling down further, you’ll have feedback specific to certain customer subsets (ex. CSAT specific to a particular product, percent of Detractors for a particular department, etc.)
Much of the actionable insight your team members will derive from reporting will be associated with this granular feedback, as it can answer questions like: “What location caused our CES average to dip this past month?”, “Are customers enjoying the latest product release?”, “What is the feedback for customers in my region?”, and much more.
In this section, we’ll cover a few key methods you can use to get Trend-specific data, including:
- CSV exports
- The Delighted Graph
- API requests
With the standard export option, Delighted will deliver a CSV file covering either all-time feedback, or feedback scoped to a particular time frame (ex. last quarter). If you’re looking to pull data only for a particular customer subset, Trends are the way to go!
Within each Trend page, you can export CSV data specific to responses in that Trend:
Click on the “Export as CSV” option and grab a CSV with response data scoped solely to feedback from that Trend.
A few ways we’ve seen Trend-specific CSV exports used in the past include:
- Sharing location-specific data with managers of a particular retail location
- Pulling feedback related to a new product and sharing that feedback with product teams
- Grabbing quotes from Promoters to include in internal presentations
The Delighted Graph
Visualizing survey metrics over time can help provide clear insight into if customer sentiment is trending in a positive or negative direction. Using the graph feature on your Trends page can provide a quick snapshot of change in feedback over time:
Lets consider the fictional company Hem & Stitch deployed a new mobile purchase experience back in November. As the year wrapped up, they wanted to track how well that new experience was received. In reviewing the trending feedback over time for their Mobile Customers Trend, they noticed a dip in late November – exactly when the new purchase experience was deployed.
With a pinpointed time where they could see a negative shift in NPS, Hem & Stitch can now hop back into feedback from that late November time frame. Armed with a more focused time period to review, their team can scope results to responses with comments, narrow in on critical feedback, and, ultimately, deploy solutions to address those key issues expressed by their mobile customers.
If you’re pulling information out of Delighted via our API, whether with our Listing Survey Responses or Metrics endpoint, you can scope the results to a specific Trend. To focus the results on a Trend, simply include the parameter:
Start Using Trends!
Whether tracking sentiment around a specific theme, or dispatching Alert notifications to regional managers, Trends can be a dynamic and powerful tool. Automatically segment responses, share feedback specific to the most applicable team members, and generally ramp up the insight you’re able to derive from your feedback program.
Any questions about Trends? Reach out to Delighted’s Customer Concierge team and we’ll lend a hand!