Is this the first time using your Customer Radar dashboard or do you need a refresher?
This is a complete guide to your dashboard including understanding how to get the best out of your customer feedback dashboard.
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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 your complete dashboard training video here!
Learn about any element of the dashboard by clicking the "i" icons anywhere in the dashboard
For an interactive guide within the dashboard, click the 'How to' tab on your dashboard page and select 'How to use Customer Radar' from the list.
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Filters
Date Filters video
Date Filters
The first section of the dashboard allows you to filter data by a specific date range.
Note: The automatic date range when you log in shows the previous 30 days.
Pre-set date filters
You can choose one of the pre-defined date periods from the selection.
Click the date range you want and it will automatically update
Custom Date range selection
You can choose any custom date range by manually typing in the date or
by clicking the calendar icon on the right of the date field,
Under From Date & To Date drop-down calendar
Select the Year, Month & click the day
then click 'Close' button. (Note: make sure your date selection is showing correctly)
Click the 'Filter' button.
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 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?
Under location, sub-measure or programme Type the name in the field or click the down arrow on the right and select from the dropdown suggestions, you can also select more than one item for each field.
Click the 'Filter' button once you have selected the fields you want to view.
Click the 'Hide advanced filters' to hide the filters dropdown menu.
Select using the dropdown arrow function
Type in the name you are looking for or select from the drop down
Click Double Arrow to move all from Available to Assigned or
Select individual names and click the single arrow to move from Available to Assigned
Filter by Promoters, Passive or Detractors
You can filter the dashboard by Promoters, Passive or Detractor feedback by selecting the icon for each. Note you can select one or more. The default view is all.
Filter by Alert status
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You can click on any alert status to filter and only display feedback currently in that status.
- No Alerts = Feedback did not trigger an alert
- Received = An Alert has been received for this feedback
- Responded = Someone has responded to the feedback
- Closed = The feedback has been closed
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NPS (Net Promoter Score)
About NPS video
The NPS Summary section shows your NPS (Net Promoter Score) and the total number of feedback responses for the selected filters and specified date range.
Click this link to learn more about NPS
The NPS Breakdown graph shows your percentage of Promoters, Passives & Detractors for each selected location. Users with access to more than one location, sub-measure or programme can compare these by selecting or deselecting the names along the bottom of the bar graph.
By hovering over each bar in the graph you will see the number of responses in each category.
If a user has permission, the 'Download CSV file' will be displayed.
Click to download a breakdown across all locations.
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.
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Comment Analysis
Word Cloud and Comment Analysis video
The Comment Analysis section helps you to understand key trends and insights in your feedback comments.
This section can be filtered by Alerts, Alert Status and NPS filter, or a combination of these (See above for filter information).
Word Cloud
The Word Cloud is a visual analysis tool that allows you to easily see the most frequently used words in a group of customer feedback comments. The bigger the word, the more frequently it is used.
Click on any of the words in the Word Cloud to filter and view all comments containing that word, with the results shown in the comments section of the dashboard.
Comment Groups
Comment Groups automatically filter customer comments into easy-to-understand groups. This makes it easy to identify the trends based on what the customers are saying.
For example, the comment group 'Customer Suggestions' would contain comments that mentioned words and phrases such as; "would, could, should, maybe, how about etc".
You can also filter by Promoters, Passives or Detractors to see the comment trends for each category.
You can click on any comment group to filter and view all comments in that group, with the results shown in the comments section of the dashboard.
Find a more detailed explanation of how to use Comment Groups in this article: How do I use Comment Groups?
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NPS Trend Graph
How to video
The NPS trend graph tracks your average NPS score for the date range selected. The graph can show NPS by hourly, daily, weekly, monthly and yearly time periods. This tool helps with identifying trends in your customer ratings that you can then act on.
Users can compare NPS on different days by selecting or deselecting the days along the bottom of the graph.
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Benchmark Analysis Graphs
Benchmark Analysis video
User 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 analysis groups include geographic region, Area manager, department, store size or any other grouping - these can be made to suit your business. This analysis graph also helps with easily identifying strengths and weaknesses in your customer feedback ratings 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 check you are using a recommended web browser. Recommended Web Browsers