By default, the Dashboard includes your all-time NPS data, calculated based on all your customers' last score to the survey.
You can use the Dashboard filters to segment NPS data by date range, by specific campaigns, or create custom filters using attributes such as customer props and tags.
In this article, we will talk about each data block on the Dashboard and cover some frequently asked questions to help you get familiar with and make it an indispensable tool in your business.
Beware, the results on the Dashboard might be cached for up to 10 minutes, to serve the data faster.
IMPORTANT: When filtering the Dashboard using customer attributes, the displayed data will consider the properties and tags the customer had at the moment of providing the feedback. If later on the respective tags or properties change, the previously given feedback will not be updated accordingly.
There are three filters that you can select individually or combine for a more granular segmentation.
This filter will recalculate the data based on the survey responses received in the selected date range. There are a few presets:
- Last 7 days;
- Last 30 days;
- Last 90 days;
- All time (this is the default option).
If none of the presets fit your needs, you can choose the "Custom range" option, which allows you to set a start and an end date, and the data will be filtered for that particular period.
By default, the Dashboard will display the data based on all your customers' last survey scores, no matter when or in which campaign the score was given.
If you have multiple campaigns in your account, you can choose to filter the data for each of them.
For example, if a customer answered in two different campaigns first with a score of 6 and then a 10, on the default Dashboard the customer will be considered as a Promoter because the last score they gave was a 10. But if you select the other campaign in the filter, then the customer will be displayed as a Detractor, because their last score in that campaign was a 6.
The attributes filter gives you the possibility to view the data on the Dashboard by custom audience segments, such as country, company name, product name, signup date, etc. You can combine them to really narrow down your audience.
The attributes filter consists of one or more filter rules. A filter rule has three* elements:
- Property name
*Some properties will not require a value if your condition is "has any value" or "exists".
In order to build a rule, you need to choose a customer property. The property selector includes the following categories:
- Tags - includes customer and feedback tags;
- Custom properties - these are the customer properties that you have created;
- Organization - this is a default category that includes all the properties related to customers' companies;
- Location - this is a default category that incorporates such properties as the customer's country, state, city, etc.
After you have selected a property you will need to choose a condition. Each property type has its own set of conditions. For instance, if the property stores a date such as the signup date, then you will have to choose from conditions like "the date is before or on", "more than or less than X days ago", and so on.
Finally, after you have selected a condition for the property, you will need to specify a value. Only customers that match the selected filter will be counted on your Dashboard.
If you need to create a complex attribute filter based on multiple properties, then you can create additional rules.
Also, make sure to check the "all/any" general condition:
- All - only customers that match all filter rules;
- Any - customers that match any filter rule.
After you have set up your filters, click the "Apply" button and the Dashboard will be recalculated. If you have lots of feedback (thousands of survey responses), then it might take up to a few seconds for the filter to apply.
When you have applied a filter, you will see a notification bar, which lists all the options used to filter your Dashboard. You can also click the "Reset" button to set another filter.
Net Promoter Score section
The first data block on your Dashboard contains general information based on your NPS campaigns.
Here you will find your overall NPS score, and if you click the tooltip next to the score you will see how it is calculated. Besides the score, you have the number of Promoters, Passives, and Detractors among your respondents, which were used to calculate the Net Promoter Score.
Net Promoter Score trend
Besides knowing your current NPS score, it’s highly important to know how your score changed over time, which will help you understand whether your customers’ satisfaction has improved, or on the contrary.
Use the NPS trend graph to check on your score’s dynamics during a specific date range. Click on any day icon in the graph to view how many Promoters, Passives, and Detractors you had on that day.
The Net Promoter Score trend graph is connected with the Dashboard filter which comes in handy if you’d like to check the score dynamic of a specific customer segment, in a given date range.
The Latest Feedback block gives you a quick preview of five most recent NPS scores and feedback you have received from your customers. You can also filter the latest responses by respondents’ category: Promoters, Passives or Detractors.
The Latest Feedback block will display data based on your Dashboard filters (if any are applied).
To view all responses you can either click on the View All link or access the Feedback page.
Feedback Tag Analysis
The Feedback Tag Analysis report displays the most used feedback tags and their distribution over Promoter/Passive/Detractor survey responses. This information will help you identify certain customer experience patterns, such as what Promoters are mostly delighted about, or what’s keeping Detractors unsatisfied.
The report lists all tags that have been applied to customer feedback. They are ordered descending by their frequency, therefore, the most frequent tag will be on the top.
Next to each tag, you have a counter bar, displaying the total number of Promoter (green), Passive (yellow) and Detractor (red) responses which have the tag applied.
You can easily filter out a customer category by clicking on the Promoters, Passives or Detractors buttons from the top of the Response Tag Analysis block.
The tag report is also directly connected to the Dashboard filters, and the changes you apply there will be reflected in the report as well.