Is this the first time using your Customer Radar dashboard or do you need a refresher? Find a complete guide to your dashboard including filtering and analysis features in this article.
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Your Customer Radar dashboard
Your dashboard is the first thing you see when logging into Customer Radar. The dashboard provides a summary of your customer feedback including your current NPS, comment analysis tools and NPS trend graph.
Find our complete dashboard training video here!
For a full interactive guide within the dashboard, click the 'How to...' sidebar on your dashboard page and select 'How to use Customer Radar' from the list.
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Filters
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Date Filters
The first section of the dashboard allows you to filter data by a specific date range. The automatic date range when you log in shows the previous 30 days.
You can choose a custom date range by manually typing in the date or by clicking the calendar icon on the right of the date field, selecting the date from the dropdown calendar and then clicking the 'Close' button. Click the 'Filter' button once you have both date fields correct.
Alternatively, you can choose one of the pre-defined date periods from the selection. Click the 'Filter' button once you have picked this.
You can change the date filters at any time while browsing anywhere in the dashboard.
Advanced Filters
Your dashboard also allows you to filter data using advanced filters such as locations, sub-measures and programmes. Find out about each of these in this article: What are programmes, locations and sub-measures?
Select the 'Show advanced filters' button on the right of the date fields to see the advanced filters dropdown.
An Admin or Manager user type with access to more than one location, sub-measure or programme can filter by these parameters for specific results. Understand user types in this article: What are User Types?
Start typing the name in the right field and then select from the dropdown suggestions, you can also select more than one item for each field.
Click the 'Filter' button once you have all fields correct.
Click the 'Hide advanced filters' to hide the filters dropdown menu.
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NPS
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The NPS Summary section shows your NPS (Net Promoter Score) and the total number of feedback responses for the selected filters and for the specified date range.
Need help understanding NPS? Try this article: What is NPS?
The NPS Breakdown section shows your levels of Promoters, Passives & Detractors for each selected measure. Admin and Manager user types with access to more than one location, sub-measure or programme can compare across these different measures by selecting or deselecting the names along the bottom of the graph.
Click 'Download CSV file' to download this breakdown across all measures. There are two options, Full CSV file or Basic CSV file. In most cases, you'll need to select 'Basic CSV file' then click the 'OK' button.
Hover over each bar in the graph to see the number of responses in each NPS category.
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Comment Analysis
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The Comment Analysis section of your dashboard helps you to understand key trends in your feedback comments. Comments in this section can be filtered by Alerts, Alert Status and NPS filter, or a combination of these. For more information on comment filters, try this article: Your Comments Page
Word Cloud
The Word Cloud is a visual analysis tool that allows you to quickly see which words appear the most in your customer's feedback comments. The bigger the word, the more often it is mentioned.
Click on any of the words in the Word Cloud to filter only comments containing that word, the results are shown to the right of your Word Cloud.
Occasionally, a word appears in the Word Cloud that may not make sense. A common example is the word 'nothing', however this is often because of the feedback questions asked to customers. For example, a feedback question may be "What can we do to improve?" and many customers will answer "Nothing".
Comment Groups
Comment Groups automatically filter feedback comments into specific groups. For example, the 'Excellent Experience' comment group would contain comments that mentioned words such as perfect, excellent, great, lovely or fabulous. Find an explanation on how to use Comment Groups in this article: How do I use Comment Groups?
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NPS Trend Graph
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The NPS trend graph tracks your average NPS score for the specified date range. The graph can show hourly, daily, weekly, monthly and yearly data. This tool helps with identifying trends in your customer feedback that you can then act on.
Admin and Manager user types with access to more than one location, sub-measure or programme can compare across different measures by selecting or deselecting the names along the bottom of the graph.
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Benchmark Analysis Graphs
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Admin and Manager user types with access to more than one location, sub-measure or programme can compare locations across different analysis groups.
The Benchmark Analysis graphs track the NPS score for locations by analysis group. Typical examples of different analysis groups include by region, by business partner or by store size - these can be made unique to your business. This tool also helps with identifying trends in your customer feedback that you can then act on.
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Notes
If you have trouble viewing any of these features in your dashboard, you might need to update your browser; find recommendations in this article: Recommended Web Browsers