Reporting and Analytics Overview
In this article:
- Introducing Delighted reporting + Video overview.
- Choosing a Delighted report.
- Exploring other ways to share and report results.
Introducing Delighted reporting
Let's explore the aggregated reports created in Delighted; including, Over Time, Snapshot (pictured below), Pivot Table, Additional Questions, and Benchmarks. And we won't forget Delighted's 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.
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 video collection.
Choosing a Delighted report
Click the links to view an article detailing each report type:
- The Over Time Report: Designed to track how your key CX 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 CX 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 CX 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 survey'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, 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 survey 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 linked to a Delighted user account.
- Email digests: Sent to each Delighted user on a recurring basis highlighting the current CX metric score along with its bar chart and a selection of curated comments.
- Exporting in a CSV spreadsheet format for analysis: Can export all survey 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 survey 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.
- 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.