Reporting and Analytics Overview
In this article:
- Introducing project reporting.
- Video overview.
- Choosing a report.
- Exploring other ways to share and report results.
Suggested next article: The Metrics Tab
Introducing reporting
Let's explore the aggregated reports created by your projects; including, Over Time, Snapshot (pictured below), Pivot Table, Additional Questions, and Benchmarks. And we won't forget the distribution Metrics, Response Histories, The People Tab, and more.
The "more" includes Exporting your data in a CSV spreadsheet for further analysis, Permalink Pages to inspect individual responses, and the use of Alerts, Email digests, Trends, Tags, and Testimonials to highlight and share insights.
Video overview
For a solid overview of this topic, view this video from Module 6: Reporting On and Editing Feedback from our Admin training series.
Click to view the entire Admin training collection.
Choosing a report
Click the links to view an article detailing each report type:
- The Over Time Report: Designed to track how your key metrics change over time. This aggregated report deploys both a bar chart and a deltas table can help you move the needle in a positive direction.
- The Snapshot Report: Combines four visualizations (pie chart, histogram, score breakdown, and a curated selection of open-ended feedback) to summarize your core metric for a specified period of time.
- The Pivot Table Report: This Premium report breaks down the details related to each respondent and compares them to your core metric. Highly versatile, you can generate Pivot tables in relation to Trends, Tags, properties, common keywords, and other variables.
- The Additional Questions Report: This Premium report provides insight into the responses you receive to your Additional Questions with easy-to-understand visualizations.
- The Benchmarks Report: This Premium report includes NPS data from over 10k consumers across a wide array of industries. It can deliver powerful contextualization to your NPS score compared against industry leaders.
- The Metrics Tab: Provides important details regarding your project's engagement, effectiveness, and performance. Examples include response and bounce rates for the Email platform or total impressions for a Web survey.
- The People Tab: Stores the data for everyone you've surveyed from this project, no matter which platform or scheduling method you utilize. It presents a historical record: "Here’s who you surveyed, here is when they were surveyed, and—with a click—here's their feedback."
- The Response History/Details page: Also called the Response Details page, it reveals every interaction a respondent has had (or is scheduled to have) with a Delighted CX project—all the sends, all the responses, even future sends.
Exploring other ways to share and report results
- Alerts: Automatically send emails notifying your team when responses are submitted that meet your defined criteria. The receiving team member's email address does not need to be a Delighted user.
- Email digests: Sent to each user on a recurring basis highlighting the current core metric score along with its bar chart and a selection of curated comments.
- Exporting in a CSV spreadsheet format for analysis: Can export all of your responses, sent surveys, or scheduled surveys for each project, as well as more specific data sets for Trends, Reports, or People page data.
- Permalink Page: Contains all the details tied to a specific response. This includes score selection, comment, properties, Additional Question responses, tags, and any notes added to the response.
- Tags: Categorize and filter feedback after responses have been received. Tags can be used to label similar comments, surface known qualities about a customer, identify follow-up opportunities, and to focus Trends.
- Testimonials: Provides two key features for publicly displaying customer feedback—a system for requesting permission from customers to share their feedback and a snippet of Javascript which will display the feedback on your webpage.
- Trends: Made up of targeted keywords and filters that you select. Any responses meeting your criteria are filtered into a Trend to track relevant feedback over time.