A Group helps you categorize trends 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 group called "Account managers" where you will create a trend per each manager whose performance you would like to analyze.
Groups are limited to a specific survey metric (NPS, CSAT, CES, 5-Star). If you are sending surveys in two or more metrics, then you can create a group for each one of them.
Create a new group
If you don't have any group in your account, then you will see the "Create group" button as soon as you get on the Trends page.
If you already have at least one group created, then you can create a new one by accessing the actions menu next to the "Add trend" button and choose the "Add group" option.
IMPORTANT: The number of groups you can create is directly related to the number of survey campaigns you have in your Retently subscription.
In the popup, fill in the name of the group. Make sure to make it clear so that it's easier for you to identify the needed group later. As a rule of thumb, simply name it after the topic or area that you want to analyze, such as departments, support agents, account managers, industries, products, job titles, etc.
Next, you will have to pick the metric for this particular group. This means that when you will create trends within the group, you will be able to filter them only based on survey campaigns with that specific metric. For example, if you have NPS and CSAT campaigns, and for your group you select NPS, you will only be able to create trends that will read data from one or all NPS campaigns, and ignore the CSAT ones.
Make group default
Below, you have the option to mark a group as default. If you select this option, then the next time you will access the Trends page, this is the group that will open automatically.
There are a few rules to keep in mind regarding the default group option:
You can have only one default group.
If you already have a default group assigned, but you apply this option to another one, then the old group will no longer be considered as default.
If you don't have any group listed as default, then the last group will be displayed on the Trends page by default.
When creating a new group you also have the option to create a new trend right away. For this, click the "Add trend" button, and two new fields will ask you to choose one or all surveys campaigns as your data source, and you can also choose whether you want to include all customers or apply an attribute filter to choose only a specific segment.
Of course, you can also create trends later, within the group.
Group filters and sorting
From your menu bar, you can choose an option to filter the data in your group, or sort the trends within.
Date range filter
The date range filter menu offers a list of preset filters that will apply to all the trends in the group.
NOTE: The selected date range will be carried over other groups and in the merged group view.
The date range options are:
Last 30 days;
Last 90 days (the default filter applied);
Last 180 days;
Last 365 days.
IMPORTANT: A date range filter picks all survey responses that were provided in that specific time range. If you have received any survey responses before the beginning of the applied date range, they will not be displayed in the trend widget, which might result in the widget displaying blank spaces in some cases as in the example below. If you need to view details of the past survey responses, then you can choose a longer date range, and they will be picked up by the trends widget.
At any time, you can see one group of trends on the page. If you have multiple groups and want to switch to a different one, then you can click the group filter and choose another group from the menu.
You will be redirected to the selected group immediately and will see all the trends it holds.
By default, trends are displayed in the order they've been created, from the most recent on the top to the oldest trend.
If you have manually reordered the trends in a group, this will become the "Default" option.
The trends sorting options are:
Default (based on the date created, or based on the manual reorder);
Trend score (based on the trend's main score);
Score dynamic (based on the trend's main score dynamic);
Trend name (based on the trend's details, either the attribute name or the campaign name if an attribute filter wasn't set);
To access the group management menu you will have to make sure that you're currently viewing the needed group, then click the actions menu next to the "Add trend" button and select the "Manage group" option.
In the popup, you can change the group's name, or make it default (this will remove the default checkmark if it's already applied to another group).
Below, you can see a simplified list of all the trends that you have in the group. You can click a trend on the list, drag it, and drop it to a new position. This way you can apply a custom trends order in the group, for a more convenient display.
If needed, you can also easily delete one or more trends in a group by clicking the X button. The trends will be deleted after you save the changes.
Finally, you have the option to delete a group altogether. Keep in mind that deleting a group will also delete all the trends it includes.