Trends help you categorize trend items into a specific topic, or area, that you want to analyze.
For example, if your customers in Retently were assigned an "Support agent" property, and each customer has their own agent listed, then you can create a new Trend called "Support agents" where you will create an item per each manager whose performance you would like to analyze.
Trends 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 trend for each one of them.
Create a new trend
If you don't have any trends in your account, then you will see the "Create trend" button as soon as you get to the Trends page.
If you already have at least one trend created, then you can create a new one by clicking the + New trend button in the menu bar.
IMPORTANT: The number of trends you can create is directly related to the number of survey campaigns you have in your Retently subscription. For example, if your subscription allows you to have up to 10 survey campaigns at the same time, then this means that you can have up to 10 trends.
Trend name
In the pop-up, fill in the name of the trend. Make it clear so it's easier for you to identify the needed trend 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.
Questions metric
Next, you will have to pick the metric for this particular trend. This means that when you create items within the trend, even though you will be able to choose any survey campaigns as your trend's data source, you will only be able to build items using survey questions that match the group's questions metric.
This feature does not make much difference if you run simple surveys with a main rating question and an open-ended question. But it makes all the difference if you need to build trends based on additional rating questions you might have in your survey template. Say you have an NPS campaign, but the survey template also has an additional CSAT question; this is where this feature comes in handy.
Below, you have the option to mark a trend as default. If you select this option, then the next time you access the Trends page, this is the trend 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.
Trend filters and sorting
From your menu bar, you can choose an option to filter the data in your trend, or sort the items within.
Date range filter
The date range filter menu offers a list of preset filters that will apply to all the items in the trend.
NOTE: The selected date range will be carried over other trends and in the merged group view.
The date range options are:
This month;
This quarter;
This year;
Last 30 days;
Last 90 days (the default filter applied);
Last 180 days;
Last 365 days.
Custom range (allows you to set a custom date range).
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 item's 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 item's widget.
Trend filter
At any time, you can see one group of items on the page. If you have multiple trends and want to switch to a different one, then you can click the trend filter and choose another one from the menu.
You will be redirected to the selected trend immediately and will see all the items it holds.
Trend items sorting
By default, items 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 items in a group, this will become the "Default" option.
The items' sorting options are:
Default (based on the date created, or based on the manual reorder);
Item score (based on the item's main score);
Score dynamic (based on the item's main score dynamic);
Item's name (based on the item's details, either the attribute name or the campaign name if an attribute filter wasn't set);
Manage trend
To access the trend management menu, you will have to make sure that you're currently viewing the needed trend, then click Manage trend in the toolbar
In the pop-up, you can change the trend's name or make it default (this will remove the default checkmark if it's already applied to another group).
Here, you can also choose to have items automatically managed (added or removed) from the trend. Click here to learn more about automated trend management.
Below, you can see a simplified list of all the items that you have in the trend. You can click an item on the list, drag it, and drop it to a new position. This way, you can apply a custom order in the trend for a more convenient display.
If needed, you can also easily delete one or more items in a trend by clicking the X button. The items will be deleted after you save the changes.
Finally, you have the option to delete a trend altogether. Keep in mind that deleting a trend will also delete all the items it includes.
