Module 5: Analyzing and segmenting feedback

In this module:

  • Adjustments on the Dashboard.
  • Interpreting your results.
  • Creating, deleting, and organizing Trends.
  • Accumulating, deleting, renaming, and merging Tags.

And a bit of help:

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Module 5 video

Prefer to read along?

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Module 5 practice quiz

FYI: All of the questions on the final exam are taken from the practice quizzes!

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Show Notes № 5

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Quiz answers

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Read the transcript

If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.

Welcome back to Delighted Admin Certification! This module begins on the Dashboard, which encapsulates all of your feedback in real-time.
From here, Delighted users can: apply tags, filter by properties, search and sort results by keywords and date ranges, and bridge to more granular Trends, Reports, Metrics, People, Integrations, Tags, Response Histories, and Permalink pages.
There’s a lot going on here! More relevantly, in many of these areas there are actions that only admins can perform.
For an intro into this topic, start with Core Certification Module 3: All About Dashboards, and Module 6: All About Properties. If you haven’t yet watched those modules, click over and give them a look. See you back here in a few minutes!
The Dashboard is the most recognizable page in Delighted. It provides an easy spot to view your feedback at a glance, including the Metric score and the main reasons why that score was selected.
Each element marked in this image is a passage to a uniquely valuable way to analyze, filter, report, and act on feedback.
(Check out the link in the Show Notes that rehearses what we’ve named every-Dashboard-thing.)
Atop the Dashboard rests the Smileys bar and the adjacent Metric Score and Time Window. These details are the first to draw the eye and are available for every survey type—NPS, 5-star, CES, and so on.
The Metrics Score is a moving calculation tracking participant experiences over a selected time frame, such as this CES Metric score of 81 over 30 days. For more information on how each survey type’s metric score is calculated, check out the Help Center section 2: Survey types.
By default, Delighted applies a 30-day time window, which is a solid starting point. Expanding the time window to “last 365 days” is helpful for annual surveys, while the “last 90 days” view can help with quarterly pulses.
Here’s a caution for you admins: any change in this setting will appear to every user who has access to the project. If a Standard user selects 90 days, all users (Admins and Limited users alike) will see the same 90-day results as they refresh their Dashboard. 
But wait, there’s more: In one go, an altered time window also changes the metrics on the Trends page. Given the implications, changes to the Time Window should be orchestrated by a project’s stakeholders.
A final note: when you filter the page by date range, the bar and score will update as well. We recommend using one set time window for each project, and rather than adjusting it regularly, filtering the page by date to see more or fewer responses.
Next to the Metric Score and Time window is the Smileys bar, despite the curmudgeon to the right with that red scowling face (it’s a bar with attitude). The  term Smileys Bar doesn’t always apply literally. For Thumbs surveys you’ll see the classic gladiatorial thumbs up and thumbs down—a very definitive judgment. To say the obvious, 5-star surveys show stars; so it could easily be called “The Stars Bar” (which sounds like a jazz club in Miami).
As is usually the case, there's more going on under the surface. Scroll slowly over each Face, Thumb, or Star and … wait for it … you’ll get a percentage and the raw number of responses for each scale point.
Users can get a quick, visual perspective on performance by revealing the Dashboard’s Over Time graph. It’s important to note that this graph is unaffected by changes to the Time Window settings. Any user can change the settings in this graph without changing the Time Window, the Smileys Bar rollovers, or the Over Time graph settings for other users. 
What’s a good score? There is no single answer. Results are calibrated against industry benchmarks for every vertical. To complicate it further, each survey type calculates its results uniquely. 
Nonetheless, a CES of 83 over 30 days will make most managers happy. (It’s bonus time for the entire team!) 
For most researchers, the direction generally matters more than any single score. If this CES metric drops to 68 next month—oopsy daisy—time for a deep dive into Trends and other metrics to learn why things changed.
Interpreting the results can be challenging. To help, we’ve placed a Blog post in the Show Notes by Sean—from our Customer Concierge team—addresses sample size, margin of error, and confidence intervals in a way that’s easy for non-statisticians to take in.
Think of Trends like saved searches. They help you slice into the data using various filters, and can be generated by any limited, standard, or admin user regardless of payment plan: free, premium, or plus.
On a side note: you also have access to the Delighted Smart Trends AI which can anticipate the Trends you're looking for—sometimes before you even know you’re looking for them! (That’s a fancy trick!) Jump to the Show Notes for a link explaining Smart Trends AI.
As you might suspect, Trends are created and accessed from the Dashboard. Trends are composed by carefully combining filters, each with a unique timbre and resonance, including keywords, date ranges, scale points, properties, comments, and tags.
Like the strings of a guitar, each filter can be plucked individually, two or three at a time, or strummed in unison. Knowing which strings to combine takes practice, experimentation, and great analytical instincts.  (You’ll be great at it!)
Let’s say the Hem & Stitch buyers for the Women’s collection are concerned about the availability of certain sizes (aka, fit) in their most profitable product segment. 
It takes less than twenty seconds to harmonize a Trend with the relevant filters. The design team choose to filter by:
  • Scale point, selecting “Dissatisfied” 
  • Comments, Choosing to view “With comments”
  • Properties, Pinning the “Women’s Collection” property and the “Retail Store” property
  • Date Range = Picking the Quarterly filter to isolate recent Comments
  • And, to cap it off, the team searched size and fit concurrently by entering both words into the Search bar. This final step isolates the Trend they’re looking for.
Most importantly, after all of the selections have been made, the buyers picked “Create a trend with these results.” The Trend is now live for all to see.
Notice that searching “fit” also highlights “fits”. “Size” reveals “sizing” too. This is called lemmatization, which uses base words to help find its relatives. This means you don’t have to search for every version of a word, because Delighted will do that part for you!
Once created, a Trend can be revisited again and again. Users love Trends so much that they quickly accumulate and accumulate more and more of them (like collecting Beanie Babies in the 1990s). Thankfully, Admins can edit or delete any Trend in their organization’s account regardless of who created it, which comes in handy if duplicates start to pop up.
Pruning Trends is quick and painless. Click Trends from the Delighted toolbar, then click the name of the Trend you want to chop. When the Trend’s page appears, click the Gear icon next to its name, then select Delete this trend. Of course, you’re given a chance to undo things if there is a last-second regret.
Don't panic if an important Trend ends up in the digital dumpster. Deleting Trends has no impact on the project’s responses or comments, so recreating a Trend is always possible. 
Placing Trends into folders is very handy, particularly as a list of Trends gets longer and longer. Folders can be created by any user—Limited, Standard, and Admin.
All folders are visible to every other user with access to a project. It's up to each user to add, rename, or delete their own unused folders.
Admins don’t play a special role in organizing folders, so we will leave it at that. Check the Show Notes for a link to the Help Center's Trends page to learn more.
Tags are the last major filter we need to address. Tags can help you quickly segment responses into categories. They can be added well after results have started coming in, which gives them a flexibility that trends and properties don’t have. Tags also give us a  chance to review four interrelated features that are important in Module 6:
Now Presenting: Response or “Comment’ tiles, Response History pages, Permalink pages, and the Tags page.
What do they all have in common?  Tags can be created and removed in all four places.
To see how the four interact, you’ll need to know what happens when you click spots 1-5 on a typical Dashboard Response tile: 
  1. Clicking a Name [#1] opens a Response History page which contains a complete rundown of every respondent interaction with a project.  
  2. Choosing tile itself [#2] opens the Permalink page, which showcases a single response. Permalink pages can be shared by copying and pasting the associated “permanent” URL atop the browser.  (Clever name, right?)
  3. Hitting the Additional Questions icon [#3] reveals all of the responses to a survey’s Additional Questions
  4. Clicking the red x [#4] on any Tag removes it from that comment. Typing in a new tag in this spot adds it to the response
  5. Finally, clicking the Tags gear [#5] at the bottom of any Comment tile, Permalink or Response History page will open the Tags page, where you can edit all the Tags your team has tossed into the mix.
If you see Person followed by a bracketed number (102439110) in a Comment tile instead of a name, it means the survey was collected anonymously through the Link, Web, or Kiosk platforms.  Anonymity is an important strategy in some survey collection schemes. 
You will never know from whom it came (unless, of course you ask for that information to be entered voluntarily in an Additional Question).  Not even our talented Concierge team can ever figure out who this person is!
The number is also important.  It’s a unique identifier which allows a response to be indexed in Response tiles, related Permalink pages,  Response History pages, and the People page.  
Before you can analyze Tags, you must do some serious tagging first! Tags are the proverbial graffiti at the bottom of your Comment tiles, Permalink pages, and Response Histories. Tagging is a creative process, marking your respondent Comments up with any categories that you and your team can imagine.
To create a tag, simply click “Add a tag” on any Response tile, pick from the list of existing tags, or type in a new keyword (like “informative”) and press enter to attach the new Tag to the Comment tile. Tags don’t need to match any of the words in the Comment. In this example, we're tagging Comments that are strong candidates for Testimonials. 
Continue adding as many Tags as you like (such as the word testimonial).
Remove Tags by hovering over the keyword and clicking the red X (This action only removes the tag from this Response tile.)
To see all of the Tags created by you and your other users, click the Tag manager Gear.
One final note: You can globally rename, Merge, and Delete Tags on the Tags management page. (Any action performed here will change the tags on every related Response tile within a project).
Thanks for tagging along for another Admin Certification module. We’ll see you soon for the next one!

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