The Pivot Table Report

In this article:

Suggested next article: The Additional Questions Report

Introducing the Pivot table report

The Pivot table report helps you understand your customers by breaking down the details you’ve captured about each respondent and comparing them to the core metric you’re measuring. You can generate a Pivot table in relation to your Trends, Tags, properties, comments (eg. identifying most common keywords in your dataset), and more, allowing you to meaningfully summarize your data and its impact on your customer experience.

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Creating a Pivot table report

To set up your Pivot table report, select one of the options from the drop-down menu on the top left-hand corner of the report. This will automatically populate the table with all of the values and calculations associated with that option.

No matter how you customize the Pivot table, we will include the following information for each category you break down:

  • Responses (count)
  • Comments (count & percentage)
  • CX metric (like NPS or CSAT)
  • Score groups (counts & percentages)

Here’s a recap of the report options available under that drop-down menu:

  • Group: This option breaks down results per score type. This one will be pretty obvious—for example, the promoters group will have an NPS of 100, with 100% promoters, 0% passives, and 0% detractors. However, you can use this breakdown to see whether your open-ended feedback is coming from promoters more often than detractors by comparing the number of comments from each score group.
  • Keywords: Think of this as the word cloud’s more powerful cousin. We’ll comb through your open-ended feedback and sort words by frequency, and then show the results for each “keyword.” More info on this feature below.
  • Tags: This option shows results broken out for each Tag you’ve created and applied to your responses.
  • Trends: This option breaks out results for each Trend you’ve created, allowing you to see whether customers who purchased from the women’s collection online were more satisfied than those who purchased from the men’s collection in-store…or to compare any other segmentation you’ve set up in those Trends.
  • Properties: This option allows you to see your core metric broken down for any property you pass to Delighted, across all possible values.

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The keywords feature

The keywords feature is a super powerful tool to make managing your open-ended feedback simple and data-driven. This feature will run analysis on all of your comments, generating a list of the most frequently used words and calculating the metrics associated with responses that include those keywords.

For example, looking at the screenshot below, we can see that customers mention “store” in a fairly positive light (NPS of 61), but any mention of “jeans” is accompanied with raving reviews—with an NPS of 84!

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Once you’ve created a Pivot table and taken a look at the numerical data associated with your categories, you might be itching to read feedback associated with a specific value. The Pivot table report makes that easy by allowing you to click on the icons to the right of a category and jump right into the Dashboard, filtered automatically to that specific value!

For example, say you’ve generated a keyword Pivot table and have identified a keyword of interest (like “quality”). You can click on the arrow button to the right of that keyword to jump straight to the Dashboard, which will be filtered to responses containing the word “quality”! The bar graph icon to the right of that keyword will also take you to the filtered Dashboard, but with the graph at the top of the Dashboard automatically expanded.

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Filtering the Pivot table

Use the two drop-down filters at the top of the report to adjust the data shown based on specific time frames (ex. last quarter, last year, or a custom range), as well as based on any Trends you’ve created.

A note about date filters

Filtering your report by date will filter feedback based on when the response was submitted, not based on when the survey was originally sent. This is different than in the Metrics tab, which filters engagement data based on when you send your surveys.

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Exporting the Pivot table report

To export the data in your Pivot table report, click the Export as CSV button on the top right-hand corner of the report. This will export a CSV file with the exact same data shown in your Pivot table in the platform.

Currently, there is not a way to export a PDF of the Pivot table report. We recommend taking a screenshot of the page to share with your team!

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Use case: When should I use the Pivot table report?

The short answer: any time you want a second level of context about your data!

The long answer: if you're passing information about your respondents using our properties feature, tracking this information with Trends, or tagging responses with Tags to organize them, the Pivot Table is for you! Customer data is only as powerful as the way you use it, and the Pivot Table report allows you to gather actionable insights from this data to automatically understand any differences between groups of your customers.

The Pivot table is also the quickest way to analyze your customer comments. With the keyword feature, you get sharp insight into those often tough-to-manage volumes of open-ended feedback.

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