A dashboard is a collection of charts and tables. You can create multiple dashboards for various sets of data. Managing dashboards is done by selecting Dashboards in the left menu and then choosing Manage Dashboards. You can also access this option from the Homescreen.
Manage Dashboards consists of the sections Deep Dive Dashboards and Dashboards. Under Deep Dive Dashboards, you will find Callback Selector and NPS Verbatim Analysis.
Watch the demo video: Introducing Manage Dashboards
In this guide, you’ll learn more about the Verbatim Analysis Dashboard. It allows you to dive deeper into your data based on classified responses: at a glance, you can see which topics your customers are writing about and what impact each topic has on your NPS.
You can access the dashboard via the Verbatim Analysis Dashboard block on the home screen or through the Dashboards menu. The dashboard has two tabs: Treemap and Quadrant Chart.
Watch the demo video: Introducing the Treemap
The Treemap provides insights into the NPS, response rate, and impact per topic.
The larger the area, the more frequently the topic occurs. The color indicates how positively or negatively the topic is discussed. When you click on a topic, you are taken to the following screen:
4. Subtopics: clicking on a colored shape will take you to a table with the subtopics being discussed. You will see the number of completed surveys, the NPS and the Impact.
5. Main group table: below that, you will find a table. You can track the NPS per week for each main group, allowing you to identify trends for each topic.
6. Feedback: reviewing feedback.
7. Translate to your language: Translate the feedback into your preferred language.
8. Edit in Classification: you access the Classification menu to edit the classified feedback.
9. Edit in CLF details: you enter the CLF Bucket where you can make adjustments.
10. Assign this to: assign feedback to a user. You can also add tags to the feedback.
11. Share: An image will be created that you can share, for example on social media.
The Quadrant Chart sorts topics based on frequency and NPS, highlighting the subjects with the most impact on the overall NPS.
Watch the demo video: Introducing the Quadrant Chart
At the top of the Quadrant Chart tab, you can see the Overall Score: your NPS, the number of unique responses and the distribution across promoters, passives and detractors.
The Quadrant Chart plots each topic on two axes: how often it occurs (horizontal) and the NPS of the responses related to that topic (vertical). This places each topic in one of four quadrants:
1. Celebrate: topics that occur frequently and have a high score. These are your strengths, so celebrate them.
2. Cherish: topics that occur less frequently but have a high score. Cherish them.
3. Improve: topics that occur frequently but have a low score. This is where you have the greatest opportunity for improvement.
4. Ignore: topics that occur infrequently and have a low score.
On the right, you can switch between Table and Scatterplot to view the topics and the number of responses.
The Quadrant Chart features a playback mode. You can play data for a specific period and observe how topics have changed over time. Select a timeframe and see how the NPS and the number of responses have evolved compared to the preceding period.
Click on a classification group in the chart and then select a sublabel. Choose Scatterplot on the right. The Quadrant Chart uses the scatter plot to delve deep into that sub-label. It illustrates the trajectory it has taken over time and provides you with the opportunity to compare various sub-labels in a single chart.
When you scroll down, you will find the written feedback at the bottom of the page. This feedback pertains to the sub-label you have selected.
With the Callback Selector dashboard, you can dive into your data from four different perspectives and quickly find feedback that requires follow-up, such as customers you want to call back. You can open the dashboard via the Callback Selector Dashboard block on the home screen or through the Dashboards menu.
Watch the demo video: Introducing the Callback Selector dashboard
In the NPS performance overview, you can analyze data in detail through NPS, employee teams, and individual colleagues. Whereas this dashboard was previously only available for technicians, it can now be used for all types of employees, such as call center staff or other teams, provided an employee code is submitted.
By applying filters, you can view the NPS score over time. Clicking on a block shows the NPS per team. Clicking further into a team displays the NPS per team member. Want to know why someone received a high or low score? By clicking, you can immediately see the feedback associated with that specific person.
You see an overview of all the dashboards that you have created yourself or those that have been shared with you.
Click Save Dashboard when you’re finished editing.
An example of how a dashboard might look:
