Charts help you to transform the data you collect into valuable knowledge.
The dashboard of e-satisfaction enables you to create powerful charts to watch the customer satisfaction of your business and be always informed about the performance of your application.
To create a chart, you should connect to your dashboard and select a questionnaire from the home page (e.g Checkout). Then, you will be directed instantly to the Charts page.
Click the button Create New and start creating your chart.
Step 1: Select Chart Type
There are 8 different chart types to choose between.
To select the most suitable chart type for the data visualization, you should think about
- how many metrics you want to add in a single chart
- how many data points will you display for each variable and
- if you will display the values over a period of time or among items and groups.
After deciding which type of chart meets your needs, press Next to continue.
If you need more information about the chart type, you can read this guide. Chart types
Step 2: complete the Chart Info
The chart title is very important because it should enable people to figure out what is plotted without asking you.
Then, select the size of your chart.
The chart size depends on the data you want to display and the chart type. For instance, the chart for the number of customer responses can be small. On the other hand, the customer segmentation should be large.
Below you can see how each size looks like.
Step 3: Add Metrics
The title of Metric: Similarly to the chart title, the title metric should reflect what the metric shows.
Example: if you want to create a chart with the average customer satisfaction over time then the metric should be the CSAT.
Scope & Question: The scope of your metric can be the application, the organization or the market. The dropdown questions are the questionnaire's questions.
So let's analyze three scenarios to understand the use of scope and questions.
- scenario 1: You want to create a chart that shows the Net Promoter Score over time exclusively for your application. Then the scope would be the application and the question "How likely are you to recommend our e-shop to your friend/family?".
- scenario 2: You want to create a chart that presents the Average Customer Satisfaction of your business in comparison to your organization Average Customer Satisfaction. Then, you should add two metrics. The scope of the first metric would be the application and the scope of the second metric would be the organization. The question is for the both metrics the same: " How satisfied are you with our e-shop? ".
- scenario 3: You want to create a chart that compares your NPS to market NPS. Likewise scenario 2, you will add a new metric and you will select Market as a scope.
Metric: We provide you several ways to aggregate your data. The aggregation of your data could be average, count, values, percentage and NPS.
- If you want to watch the NPS over time, then you can choose the NPS metric.
- If you want to know how many responses you have collected so far, you should choose the metric: Count.
Note: The selection of the metric depends on the kind of your data.
Over & Time Interval: After choosing the metric, you should determine if you will display your values over time, over values, over questionnaire metadata or responder metadata.
Depending on chart type and data type, we refer some examples on how to decide between the different options.
- To draw a chart that shows the daily Average CSAT of all responders, you should select over time and time interval: daily.
- To draw a chart that counts the responses of customers from a country, you should select over questionnaire metadata and to choose country from the dropdown list.
Grouped by: At the end, you can grouped your data by questionnaire metadata or responder metadata. This is optional.
Metric Filters: Filters are conditions you set about the metric data.
For instance, you want to see the percentage of your happy customers at the checkout stage.
According to the above procedure, you set the metric: Happy Customers and define all the relative parameters (title, scope and question,metric etc). After, you press the button " Add Filter".
The below window opens, and you fill in the appropriate conditions. For our example, you select the question: "How satisfied are you with our e-shop" > 8.
Click upon Submit button, and you are done!
Now you have all the information you need to create your chart and start following the trends of your application.
e-satisfaction team has already created the basic charts for your application. You can find them here: Which charts do I have preset on my dashboard?