A trend shows you what is the survey score of a particular survey campaign or segment of your audience and how it changed over time.
For example, you can create a trend 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.
Create a new trend
To create a new trend in the selected group, click the "Add trend" button from the menu.
In the popup, you can choose whether the trend will read data from all survey campaigns, or you can choose only one campaign for this trend.
NOTE: In the campaign selector you will see only the survey campaigns with the group's metric. For example, if you have selected CSAT when you have created the group, then you will only be able to create trends for CSAT campaigns.
Next, you can either leave the "All attributes" option selected in order to include all survey respondents in this trend, or you can apply an additional rule to choose only a specific segment of your audience.
For this, you will have to access the "Property or tag" selector and you will see a list with the following customer attributes:
- Customer tag;
- A list with custom properties (which are customer properties that you have created);
- List with Retently default properties.
Let's say that all your customers have an "Account manager" property assigned and you would like to create a trend to track the performance of a specific manager. You will have to find and select the "Account manager" property and next to it, fill in a value, which will be the name of the manager.
IMPORTANT: You can only configure one attribute per trend. It can be a property or a tag.
Once a trend is created, it will be displayed at the top of the group. A trend consists of two main sections.
In the first section on the left you will see the details of the trend, specifically:
- The attribute selected when the trend was created;
- The name of the campaign that was selected as the data source for the trend. It will show "All campaigns" if you haven't selected a specific survey campaign.
Beneath the trend details, you will find the number of satisfied, neutral, or unsatisfied survey respondents that you currently have within this audience segment.
Next to it, you will see the current score of the trend's segment. In the score widget, you will see a small label with the name of the survey metric. All trends within the group should have the same metric.
Finally, this section will also display the dynamic of the survey score which shows if the score increased or decreased from the first score in the selected date range until today.
The second section, on the right, will display a trends widget, which is a visual representation of how the score changed over time.
The group's date range is split into seven equal time intervals, which are represented by the seven columns in the trends widget.
You can hover your mouse over a milestone, and a tooltip will display what was the score that day, whether it increased or decreased from the previous milestone, and how many satisfied, neutral, or unsatisfied respondents you had on that particular day.
Edit or delete trends
In order to modify a trend, you can access the actions menu and choose the "Edit trend" option. In the popup, you can change the selected survey campaign (or choose "All campaigns" instead), and you can change the applied attribute or value (or choose "All attributes").
There are two ways to delete a trend. You can either access the actions menu and choose the "Delete" option, or you can delete trends from the "Manage group" menu.