Module 3: All About Dashboards
In this Module:
- Navigating and viewing data in the Delighted Dashboard
- Filtering your data
- Analyzing data via the Trends and Reports tabs
Module 3 practice quiz
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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 Delighted Customer Concierge team.
In this module, we’ll cover how to view your responses in your Dashboard, how to analyze your results, and how to track your survey metrics… the endgame of all of your survey efforts!
As soon as the first person responds to your survey, the feedback will appear in the project Dashboard in real time. At that moment, you can start analyzing your data, tracking trends, isolating patterns, filtering out noise, triggering alerts, and finding actionable insights.
To get a hands-on picture of this, we’ll take a look at a CSAT survey and the filtering options available on the Dashboard.
You have likely taken an assortment of CSAT surveys. CSAT is short for Customer Satisfaction, which asks people a clear-cut question worded something like this: “How satisfied were you with your recent experience with Hem & Stitch?” With CSAT, people input a score on a scale from very dissatisfied to very satisfied.
If you would like to follow along with the next portion of this module, enter demo.delighted.com into your browser. As the demo opens, you’ll see a typical Delighted Dashboard. Depending on previous selections, you may be viewing any of our survey types, like NPS, Thumbs, or Smileys. To open our demo CSAT Dashboard, simply pick CSAT from the Projects drop down menu. As the project opens, a CSAT-specific Dashboard will appear. Let's start by reviewing the readily available CSAT metrics on the Dashboard.
First, scroll over any section of the Smileys bar on the Dashboard to learn the current percentage of satisfied, neutral, and dissatisfied respondents from this survey. In the aptly named Metric score and time window, you’ll see a score of 81. (Which is a fantastic CSAT score!) This metric is being tracked over a default window of 30 days, a timeframe which keeps the score relevant without introducing recency bias. Click the Show graph button to see an over time visualization.
Dates appear along the X-axis, with the Y-axis showing the daily CSAT responses, thereby graphing the 30-day performance. You can always change the graph’s time period from Daily, to Weekly, or to Monthly to suit your needs. To hide the over time graph, click Hide graph.
The Score icons (a mix of smiley, neutral, and frowny faces) run vertically down the page and are adjacent to their corresponding comments. You can hover over the smiley to see the exact score that respondent left. The person's comment appears in the Response tile. Other metrics are also easy to spot near the top of the Dashboard, such as the current Response count.
Along the sidebar, you'll see a range of default and user defined filters that segment results. For example, Hem & Stitch can display their Dashboard With comments or Without comments, or they can narrow down to just dissatisfied responses.
Segmenting data can help Hem & Stitch spot trends early, compile reports and analytics for key stakeholders, and link employees to metrics that can boost performance. For instance, dissatisfied responses can trigger alerts to Hem & Stitch’s support team to address unfolding trends. This is accomplished by filtering properties as seen in this example:
- Pick Dissatisfied from the score group
- Bring up the Comments
- Choose the Women's Collection property, and
- Select Website from the Purchase Experience properties
As a side note, a link at the bottom of the Dashboard lets you Export all your raw data, including participant responses, comments, and their related properties into a CSV formatted file, which can be uploaded for analysis into other applications, such as Excel, SPSS, or Qualtrics.
For the sake of comparison, let's take a look at another survey type — Net Promoter Score, or NPS.
Click NPS from the demo Projects drop-down list. At first glance, the Dashboard looks similar to CSAT, but NPS measures very different things; namely, brand or product loyalty.
CSAT and NPS can work together. For instance, a company with a great NPS may experience a 30 day drop in their CSAT. Failure to improve a CSAT metric can lead to a decline in NPS loyalty in the long term.
Then again, CSAT and NPS are measured independently because there are other factors at play. For the sake of discussion, what if a car brand is so prestigious that customers are willing to put up with a shaky maintenance history and subpar customer support (CSAT) to drive a vehicle with status? CSAT doesn’t measure the prestige factor, but NPS can, especially if you drill down with Additional Questions to pinpoint the depth of brand loyalty.
Filters are built into Delighted and automatically separate responses into the three score pre-defined groups: Promoters (scores of either 9 or 10), Passives (scores of 7 or 8), and Detractors (scores of 0 to 6).
You can filter each NPS category by additional properties and drill down deeper into your NPS results. For example, Hem & Stitch can analyze the less-than-glowing comments and look for ways to address chinks in their otherwise solid NPS armor by pinning both Passives & Detractors. Then, they can filter for both their Men’s and Women’s collection together, With comments, all while pinning two Purchase experience properties (the Mobile App and Website).
These filters are available because Hem & Stitch has passed them as properties when sending out their survey. We’ll talk about how to pass properties to Delighted more in a later module.
Let's filter in another way: With comments from Women who are Detractors. Now let’s look into the individual respondent details revealed by this new query.
You can quickly see key details, such as a respondent’s name, their email address or personal ID—if you have captured these details—in the response tile.
To dig even deeper, click the Timestamp icon in the corner to open any Permalink page, which contains the full details in each survey record. Permalink pages, and the answers to Additional Questions, are worth a closer look.
Reviewing and editing an individual record is painless from the Permalink page. It’s called Permalink because it’s always associated—or linked—to the specific respondent record by the same URL. You can copy, paste, and send the Permalink’s URL to other team members who will immediately be directed to this specific record. The URL to the Permalink page can be of great help to our Customer Concierge team if they need to look up the back-end details of a response to resolve a support issue. (Naturally, this information is kept entirely confidential.)
Below the primary comment, you can read any Additional questions that have been answered by a respondent. This is the best place to see text responses to any open-ended Additional Questions that you’ve asked. Below that, any properties that apply to the record are displayed.
Notes can also be added by team members who wish to annotate the record. Primary comments can also be tagged for keywords that will categorize the response and facilitate trend analysis.
If you are an Admin or Standard user, you can edit or delete a response, as well as change any property values you have already passed over to Delighted about this respondent.
Finally, an email icon next to the name lets your team contact a recipient quickly. To help automate your support process, a draft email is generated automatically that can help your team start a relevant conversation with a customer.
Other powerful tools, listed along the top of the Dashboard page, are only a click away, including Trends and Reports
Let’s start by heading to the Trends tab. You can think of Trends as saved searches, letting you combine filters and keyword searches from your Dashboard analysis so you don’t have to recreate them over and over again.
For example, remember when we pinned Detractors and Passives, With comments from the Men’s and Women’s collections, by purchases from the Website or the Mobile app? That’s a lot of pinning and clicking! Turn this into a saved trend by clicking Create a trend with these results and it will always be available to you under the Trends tab.
You can create Trends on the Dashboard by filtering your data and/or searching by keyword and then clicking “Create a trend with these results,” or you can create Trends from the Trends tab page. These Trends can then be organized into folders as well!
Delighted also offers a feature called Smart Trends, which will read through your verbatim responses and look for keyword Trends. You can take a look at the suggested Smart Trends and decide if they’re relevant to your team, and if they are, you can add them to your list of Trends for easy access.
Now, we can head to the Reports tab. There are a variety of reports offered, some to all customers and some to just those on premium plans.
Snapshot reports are first up and combine four impactful visualizations that summarize your data for a specified period of time. This is a great report to send to your team as a summary of your data over a given period of time!
Along the top you’ll see your filtering options: all Delighted reports can be filtered by response date and/or Trend, so that you can narrow down the report to just the responses you’re interested in. You’ll also see the option to export data on the side of each report. Keep in mind that this option doesn’t export all of your raw data, just the pieces of information used to create that report!
Next, click on the Over Time report. Over time reports help track how key metrics are changing (literally over time) in both a graph and a table format. This can help you stay on track, revealing if your team is moving the needle in a positive direction.
Following that, click and view a Pivot table report. Delighted pivot tables can help you break down the details regarding each respondent and compare them to any additional metrics you are measuring. Pivot tables can be generated in relation to your trends, tags, properties, comments, and more. (My personal favorite is the keyword pivot table option, which will show you common words being mentioned in your comments and the score associated with comments that use that word).
Next up is the Additional Questions report, which will show you the responses you’ve received to your scale and multiple choice Additional Questions in graph format.
Finally, we have the Benchmarks report, which is currently only available for NPS surveys. With Delighted Benchmarks, you can compare the highest and lowest industry scores in your sector. These benchmarks are validated by the Temkin Group at the Qualtrics XM Institute, who are recognized leaders in NPS benchmarking research.
Now you’re ready for survey responses to start flowing in! In future modules, we’ll cover the other tabs available here, including Metrics, People, and Integrations. We hope to see you soon!