KPIs
The KPIs header displays metrics for the last 30 days. However, the number of days is configurable.
You can adjust the period using the cog on the top right of the box, or by adjusting the global rules.
New Feedback Tickets: Total number of feedback tickets created during the defined period.
New Enquiry Tickets: Total number of enquiry tickets created during the defined period.
Total Open Tickets: Current number of tickets still open during the defined period.
Average Response Time: Average time taken to respond to tickets during the defined period.
Average Score: Average customer rating or sentiment score during the defined period.
NPS; Net Promoter Score: Overall score provided in the customers' feedback and inquiries tickets during the defined period.
Using filters
The filters to the right of the page allow you to further break down the feedback and enquiry items you wish to look into.
To filter your charts, follow the below steps:
Click the filter
icon.Choose the relevant filters, you can select:
The date filters using the From Date and To date.
The relevant region, location, and brand.
The type of the tickets: Feedback or enquiries.
The relevant categories and sub categories.
The keyword or tag categories, as well as tags.
The Status of the ticket.
The score of the ticket.
Once all relevant filters are applied, click Display.
Tickets Created
A line graph showing trends in ticket creation over time. It helps identify peaks an trends patterns.
Two lines represent:
Feedback Tickets: Presented by the green line.
Enquiry Tickets: Presented by the blue line.
X-axis: Dates with weekly intervals.
Y-axis: Number of tickets created.
Feedback over time
The Feedback over time chart shows the number of feedback items received over time against the average score for the specified dates.
NPS
The NPS chart displays the average Net Promoter Score across the specified period.
Category
The Category chart displays the number of feedback tickets within each category that has been created.
🤓Tip: You can also click on any chart to view detailed results for that category. A pop-up will display all related feedback items, allowing you to review and edit tickets as needed.
Status
The chart below is a breakdown of the status of the tickets, you can see how many items are:
Awaiting Input.
Responded.
Closed.
Closed and Resolved.
🤓Tip: You can also click on any chart to view detailed results for that category. A pop-up will display all related feedback items, allowing you to review and edit tickets as needed.
SLA
The SLA pie charts:
Displays the number of feedback tickets answered within the service level agreement (SLA).
The Tagged V Not Tagged pie chart:
Shows the percentage of tickets that have been Tagged or Not Tagged with keywords.
🤓Tip: You can also click on any chart to view detailed results for that category. A pop-up will display all related feedback items, allowing you to review and edit tickets as needed.
Most Common Words
The Most Common Words graphic displays the most common words within all feedback and enquiry tickets. It provides quick, visual insights into recurring themes and topics within feedback and enquiry tickets.
Key advantages
Identify trends instantly: Identify common issues or topics at a glance.
Prioritise actions: Focus on what customers mention most.
Monitor sentiment: Detect patterns in language that may indicate positive or negative customer experiences.
Data-driven decisions: Supports strategic improvements by highlighting what matters most to customers.