View customer data and identify areas of improvement.
Project Level Interaction On the dashboard: Scores > Interaction Click the Question Selector > Primary Comment A word cloud is available for all text interactions which gives a pictorial representation of key words used most often in comments received at a project level. It also includes the count of responses which include customer comments and their respective […]
On the dashboard: Scores > Summary Cohort Customers grouped together by shared characteristics such as responses given or transactions performed. Account Level Account AN ACCOUNT CONSISTS OF MULTIPLE SUB-ACCOUNTS OR PROJECTS, FOR E.G., ‘SHOPPING EXPERIENCE’, ‘PRODUCT EXPERIENCE’, ETC. The cohorts widget on the RHS highlight the top/bottom 5 cohort values and their scores along with […]
On the dashboard: Scores > Comparison Project Level Compare across Hierarchies & Cohorts The Comparison tab enables you to compare data for all interactions across different hierarchy levels or cohorts. Users also have the option to view comparison across different types of charts/graphs. Views List View Click the Graphs/Charts Icon > List View The List shows up […]
On the dashboard: Scores > Comparison Score Comparison Keywords List of top 100 keywords used in comments received from customers at project or account level. It also provides details of response scores & its distribution corresponding to each of these keywords. Key Phrases List of top 100 key phrases (combination of two or more words used […]
On the dashboard: Scores > Quick Insights Project Level Leaderboard Leaderboard Identifing and recognising top performers – Hierarchy or cohort values whose score or positive impact on the overall score has been the best compared to their peers. Peer Comparison The LHS displays score distribution along with a leaderboard of top and bottom performing peers […]
On the dashboard: Scores > Interaction Question Questions make up a conversation (project). These questions can either be rating scales, multi choice questions, text boxes, labels, friendly referrals or a combination of these. Project Level Primary Rating Click the Question Selector > Primary Rating Score, total responses received, distribution of responses across the scale & […]
On the dashboard: Scores > Summary Account Level Account An account consists of multiple sub-accounts or projects, for e.g., ‘Shopping experience’, ‘Product experience’, etc. Project List Project Touchpoint analysis of a part of the Customer Journey, or the entire Customer Journey. This can either be at a store level, a transaction level or at an […]
Account Account An account consists of multiple sub-accounts or projects, for e.g., ‘Shopping experience’, ‘Product experience’, etc. Project Type* Project Type* projects grouped by experience type e.g.: Customer Experience, Employee Experience etc. *only available if configured To view project types: Select the project type from the Project Type Selector dropdown OR Click on the project […]
