Trends give you the possibility to track and compare the score dynamics of multiple audience segments over time.
The Trends page consists of trends that are limited to a specific survey metric, and each trend can contain a list of items.
For example, you can create a trend where you will be tracking the evolution of scores per support agent or product that your audience is using, etc. Any audience segment that you have in Retently can be viewed as a trend item.
How the Trends page is organized
The Trends page lists every trend that has items, each in its own section, so you can see how all your segments are doing in one place.
At the top of the page, you can:
Pick a date range. It applies to every trend and item on the page.
Search items by name. Only the items that match stay on the page.
Create a new trend with the + New trend button.
Highlight cards
Three cards at the top of the page highlight the items worth a closer look in the selected date range:
Biggest riser: the item whose score improved the most compared to the previous period.
Biggest faller: the item whose score dropped the most compared to the previous period.
Lowest score: the item with the lowest score.
Each card shows the item's score, its change, the metric and the trend it belongs to. Items with no responses in the selected date range are left out of the cards.
Trend sections
Each section header shows the trend's name, its metric, the number of items it holds, a Default label if it is your default trend, and an Auto-managed label if its items are managed automatically.
Each item row shows:
The item's score for the selected date range.
The change compared to the previous period.
How responses split across the scale (for NPS: promoters, passives and detractors).
A small chart of how the score moved week by week.
A section shows up to 8 items. Click View all under the list to see the rest.
Click Open in a section header to go to that trend's page, where you can view the charts, merge items, add or edit items, sort and filter. Click an item to open it on its trend's page. The date range you picked carries over.
Empty trends
Trends without items don't get a section. They are listed in one line at the bottom of the page. Click a trend's name to open it and add items.
Retently creates an empty trend automatically the first time you create a campaign with a new metric, for example "Overall CSAT". You can add items to it or leave it as it is.
Trends
A trend helps you categorize items into a specific topic, or area, that you want to analyze.
For example, if your customers in Retently were assigned an "Account manager" property, and each customer has their own manager listed, then you can create a new trend called "Account managers" where you will create an item per each manager whose performance you would like to analyze.
Trend items
An item shows you what the survey score of a particular survey campaign or segment of your audience is and how it has changed over time.
For example, you can create an item to view the performance of all your NPS survey campaigns, or maybe you want to track the score dynamic of all your survey respondents that have a particular role within their company, and that were surveyed in a specific campaign.
Merge trend items
In a trend, you can view a list of items that gives you the possibility to analyze the dynamics of a particular item and also compare them with each other in a general way.
For a more detailed comparison, you can merge and overlay all of the trend's items into a unified graph.
Automatic item management
Instead of adding every item manually, you can have Retently manage a trend's items for you. Pick a custom property, and an item is added automatically for each new value that appears in your survey responses, while items that stop receiving responses are removed after a period you choose.