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Feedback Analytics

Description

The Feedback Analytics dashboard shows how recipients have interacted with the Feedback elements you added to your signatures.

How to access it

To access the Feedback Analytics:
  1. From the menu sidebar, select Analytics.

  2. Select the Feedback tab.


    Select Analytics, then select Feedback.

The Feedback Analytics screen consists of two tabs: Reporting and Notifications.

    • Reporting contains the Feedback Analytics dashboard, which helps you analyze how recipients give feedback from your Feedback elements.
    • Notifications allows you to control email alerts about customer feedback, including who receives notifications and what for.


Select Reporting or Notifications to open the relevant tab.

The Feedback Analytics dashboard (Reporting)

The Reporting tab is automatically updated every 30 seconds.


The Feedback Analytics dashboard. Each number corresponds to a different section of the screen. Each section is described in the table.

The following table outlines the different options available on the Feedback Analytics dashboard:

Screen area

 Feature description

Date Range

 Select a date range from the drop-down list:
  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • Custom Date Range.
To set a Custom date range, enter or select a start and end date and time using the calendar picker.

NOTE: The date format is based on your selected language preference.

Export

Select to export the data from the selected date range in a CSV format.

The CSV export file contains the following data columns:
Survey type (NPS or CSAT), Response, NPS Rating, Response Date, Recipient, Sender name, Sender email, Subject, Comment, Country, User Agent, Response ID.

If the Net Promoter Score (NPS) block has any blank values then there will be a corresponding blank value in the csv file.

Satisfaction ratings

A donut chart showing the percentage of different CSAT reponses received.
The different CSAT ratings are:

  • Gold - Very Satisfied
  • Green - Satisfied
  • Yellow - Unsatisfied
  • Red - Very Unsatisfied

Happiness factor

A donut chart with an emoji face showing the percentage of positive and negative CSAT responses received. Gold and Green scores are combined to caluclate the positive score, represented by the percentage written in green, and Yellow and Red are combined to calculate the negative score, represented by the percentage written in red.

NPS

A gauge chart to show the NPS (Net Promoter Score) ratings from the selected date range. The number and percentage of Promoters, Passive, and Detractors is also listed.

Response volume

An area chart to show the response volume of each response type from the selected date range.

The dotted line shows the Trend in volume by the direction it is pointing.

Response breakdown

Displays the following data columns about the individual responses:

  • Recipient Email
  • Response value
  • Response Date
  • Sender Email
  • Sender Name
  • Comment (if given)

To view a Comment, select the speech bubble icon in the relevant row. This icon only appears if a comment was given.

To delete a response, select the checkbox(es) in the relevant row(s), then select Delete. The dashboard is updated immediately.

To sort the Response breakdown by any column data, select the arrow icons by the column header.

Leaderboard

 Displays the following data columns about the responses for individual senders:
  • Sender email
  • Ratings counts shown by one column per CSAT icon, with a number of times each rating was received.
  • NPS - an individual Net Promoter Score for each sender.
  • Total responses - the total number of responses the sender received within the selected date range.
  • Temperature - a value represented a sender's overall 'response temperature' based on the feedback they received. Each Rating is assigned a value as follows:
    Red - 0
    Yellow - 33.333
    Green - 66.666
    Gold star - 99.999
    The total values are added together and divided by the Total responses value to calculate the sender's Temperature rating.

To sort the Response breakdown by any column data, select the arrow icons by the column header. The Leaderboard is sorted by highest to lowest Temperature score by default.

Setting Email Alert Notifications

You can set up email alerts for each type of feedback response received, and comments left on each type of feedback. Each alert notification is optional.

To configure Response and/or Comment notifications:

  1. To send an email notification for a feedback response and/or comment, select the relevant entry field and enter the email address(es) to send the response to. Separate multiple email addresses using a semi-colon or comma.
  2. Select the Alert email sender checkbox to send an alert to the email address provided if a recipient clicks on the specific response. Deselect the checkbox to stop receiving notifications for this response.

  3. Select Save Changes.
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