If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Hi again! This is Ellie with the Customer Concierge team.
This module starts out on the Dashboard, which crunches and summarizes your incoming feedback in real time. From there, things really start rolling.
The instant people start responding to your survey you can filter the data, tag comments, create reports, track trends, trigger alerts, manipulate metrics, and isolate actionable insights for as many projects as you care to create! Whew!
The Dashboard hosts dozens of links leading to Delighted’s built-in filters, Reports, Metrics, Trends, Tags, and People pages. It's a Multiverse of analysis! So let’s break it down for you.
To experiment with all of the possibilities, let’s open the Hem & Stitch demo account—which is nothing less than a live-action survey simulator.
Let’s do this together. Enter demo.delighted.com into your browser.
The demo mirrors reality, receiving a daily dose of data for each of the 10 survey types presented in Core Module 1. The demo lets us experiment with all of the outcomes posited by each methodology in an environment where it’s impossible to break anything, and where you don’t need to create your own test data. So let’s put a survey type to the test!
As the demo opens, you’ll see a typical Delighted Dashboard.
Let’s start this experiment by slicing and dicing CSAT results. To open a CSAT Dashboard, pick CSAT from the “Projects drop-down” menu.
The Smileys bar is the first thing to catch my attention. Roll over each section to view the current percentage of Satisfied, Neutral, and Dissatisfied CSAT respondents.
It’s called the “Smileys” bar because most survey types display an array of smiling to frowning faces that visually segment the responses. But you’ll definitely see Thumbs for Thumbs surveys and stars for the 5-star variety.
To the left, the aptly named “Metric score and time window” is currently displaying a composite of 81. (Which is a fantastic CSAT score!) This metric is being tracked over a 30 day window—the default time frame—which keeps the score relevant without introducing recency bias. If you wish to change this timeframe:
- Open the “Projects menu”
- Click the “Gear” icon next to the project name
- Select a new timeframe, either "60 days," "90 days," or longer from the Edit Project window, and then click “Save changes”.
Shifting gears a bit, click the “SHOW GRAPH” button and reveal an over-time visualization of this CSAT campaign. Dates appear along the X-axis, with the incoming responses on the Y-axis. You can change the graph’s time period to "Daily," "Weekly," or "Monthly" to suit your preferences. When you’ve finished, click “HIDE GRAPH” to collapse the visualization.
Other metrics are also easy to spot, like the total response count seen conveniently below the Metric Score window. (Watch this number change dramatically as we begin filtering results in the next section.)
Score icons (a mix of smiley, neutral, and frowny faces), run vertically down the page. Hover over a face to see the precise score recorded by that respondent, and then you can quickly glance over to its adjacent Comment tile to read the person’s open-ended response.
Next, gaze along the left-hand sidebar where you'll see a range of filters that will help segment results. Some filters are defined by the CSAT methodology itself, like "Satisfied," "Neutral," and "Dissatisfied."
Let’s click each of these CSAT filters. We have a 1 from a “Very dissatisfied” Madelyn. (That will certainly trigger an Alert to the support team!) Then there’s a 3 from a “Neutral” Ivan … and a 5 coming in from Jordan. They’re “Very satisfied” and left a nice comment to back it up. Thanks Jordan!
While we're at it, let’s filter "With" or "Without comments" with a simple click!
In addition to the built-in CSAT filters, you can filter by both Properties and Tags. Properties are defined in advance whereas Tags are created after results start flowing in.
Tags can be added on the fly—as you notice new patterns in your results. Just click "Add a tag" in any Comment tile, and type the name of your tag, or select an existing tag from the drop-down list. We will expand on Tags in Core Module 7.
Properties, on the other hand, take a bit of planning in advance. They are so integral to analysis that we’ve assembled Core Module 6, to tell you more about them. To pique your interest in Module 6, we’ll filter with a few properties in this next section and show how powerful they can be.
In our simulation, Hem & Stitch is tracking critical trends — proactively addressing chinks in their otherwise solid CSAT armor.
To help filter their results, Hem & Stitch predefined some critical properties.
First, they deliberately split their "Men’s" and "Women’s collections." To cross-reference these two collections, they also capture where their sales originate by adding the "Retail Store,” "Website" and “Mobile app” properties to their survey campaign.
Since the Women's collection is their biggest seller, let’s filter its properties and pinpoint potential problems. For example, we can:
- Filter "Dissatisfied" from the score group
- Bring up only responses “With Comments"
- Pin the "Women's Collection" property [and]
- Pin "Retail Store" from the Purchase Experience properties
That's a lot of pinning and clicking, so let’s turn all of this into a perpetual, single-click Trend by selecting: “Create a trend with these results.”
This is a very useful trend to track: Did you notice the big drop in the CSAT score from Retail Store purchases when compared to Website and Mobile app purchases? Trends are very helpful at pinpointing issues in the customer journey. For this reason, they tend to multiply quickly. For example, view all of the Hem & Stitch Trends by clicking the Trends tab. (We have a lot more to show you about this Trends page and how to rename, organize, and delete your Trends, so be sure to check out the link in the Show Notes.)
As we scroll down, we can see that the trend we just pinned has been named the “Women's collection." And, there is another trend simply named, “Quality.” Care to investigate that trend further?
Okay then. A simple keyword search for the word “quality” should produce some great comments that can be used for online testimonials and referrals! To find these quotable quotes, let’s type in “quality” and complete a keyword search.
Let’s also not forget to reset our filters by removing all of the previous selections, leaving only the pin for the Women’s collection property in place before clicking “Create a trend with these results?”
Only, there’s a problem with this trend. While there are just about a dozen total responses identified in this search, did you notice the big drop in the CSAT score among this subset of respondents? Scroll over the Smileys bar! You’ll see a spike in concerns pertaining to product quality. A Hem & Stitch Product Manager needs to be alerted about this trend ASAP! (We’ll show you how to create this exact Alert in Video 6. Don’t miss the exciting conclusion to this storyline!)
Are you ready for today's CSAT filtering challenge?
Using filters, let’s address a few questions that have been nagging the Hem & Stitch team relative to the performance of its Men's and Women's collections.
Pause the video and see how quickly you can filter out the answers to these five questions!
The demo’s data is dynamic and the results are constantly changing, just like they will do in your own projects. Specific answers are often a moving target in survey research. This is why it is important to track Trends along your touchpoints frequently so you can address variants along the customer journey timeline quickly and efficiently.
To help you identify concerning touchpoints, such as the “quality” issue we’ve just identified, Delighted offers a feature called Smart Trends.
Smart Trends will read through your responses anticipating keyword trends. Simply examine the suggested Smart Trends and decide if they are relevant. If they are, add them to the list on your Trends page. (Check the Show Notes for more information on Smart Trends.)
Now, on to the Reports tab. This is the home of several built-in reports that also allow filtering. Delighted’s reports can be filtered by response date, score group, or trends so you can narrow down a report to the specific responses of value for your query.
First up is the Over Time report, which helps track how key metrics change, (literally over time), using both a graph and table format.
Next, click the Snapshot report, which combines four impactful visualizations summarizing your data over specified time along with any other filters you wish to engage. This is a great summary-style report to send to your colleagues.
Following that, view the Pivot table report. Pivot tables break the details down regarding each response, comparing and contrasting them to any additional metrics that you are measuring. Pivot tables can be filtered around Trends, Tags, Properties, Comments, and more. (My personal favorite is the keyword pivot table option.)
Next up is the Additional Questions report. Here you will see a combination of visualizations, charts, and graphs that change depending on the question type you have selected for each additional inquiry. Keep in mind that free response Additional Questions will not be summarized into a chart here.
Finally, we have the Benchmarks report, which is available for NPS surveys. Benchmarks allow you to compare your NPS with both higher and lower scores within your industry.
Delve deeper into all of these reports, and learn how to filter them, by visiting section 7. Reporting & Analytics in the Help Center. (Quick links are provided in the Show Notes.)
And finally, there will be times when you'll need to export your data for further analysis in other applications like Excel, SPSS, or Qualtrics.
If you need to download all the data from a project, click the link at the bottom of the Filters panel on the main Dashboard.
To download just the data used to create a specific report, click the export option on the right-hand side of a report.
Exports are downloaded in the extremely flexible Comma Separated Values or CSV format, which can be opened by Microsoft Excel, Apple Numbers, Google Sheets, and pretty much everything else.
Well, that’s it for this video. Here's hoping that all your faces are smilin’ and it’s all thumbs up!
We hope to see you soon for more Core training modules.
Until then, cheers!