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The Reporting Service - Analytics

Dig deeper into your results

ANALYTICS – digging deeper into your results

Analytics shows your feedback results in interactive charts helping you to research long-term trends and pinpoint exact times and places of service decline.

The drill-down functionality and data exporting gives you full control to analyse your past and current performance results, so you can make more informed decisions for the future success of your business.

Feedback analytics

The Analytics widgets

Filters

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Top line drop-down arrows quickly filter your data to exactly what you want.

 

  • Experience point/group: view specific branch device feedback individually or ALL devices together.

  • Survey question: view your current or past surveys with associated feedback data

  • Time period: choose to view feedback from: All Results; selected dates; today; yesterday; last 14 days; this week; last week; this month; last month and this year.

  • Selected dates: a great option for analysing your results during promotions and work events

Hours in question

Filter by working hours
  • Choose your starting and finishing hour for filtering data.

  • Great when you want to check feedback during specific times e.g. during an event, checking how staff are performing at certain times, how was lunch received etc.

  • Check the evening shift staff performance against the morning shift etc.

Day of the week

Day of the week
  • Choose to view feedback for particular weekdays.

  • If your heat map is showing you too many reds on a Tuesday, you can filter the data to only show you data from Tuesdays

  • Great for analysing weekday data. How do your weekend staff perform compared with weekday staff etc.

Percentages, Responses or Table of Values

Responses or Percentages
  • Choose to view data as "percentages", "number of responses" or "table of values" (see example image below)

  • Flexible data analysis.

Table of Value for feedback
  • Table of Values

  • Great for tracking your results over time.

Happy Index or NPS

NPS or Happy Index
  • Choose to view your data as "Happy Index", "NPS" or "No Index".

  • Flexible data analysis to fit your company choices

  • Toggle between the indexes at will

Export

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Analytics Export Button.png
  • Click the EXPORT button to choose different export formats for the data range you're looking at.

  • Choose what to export - your Follow Ups and Open Feedback, or your smiley button presses.

  • Choose how you want your export to look

  • Export your results for sharing internally and for Social Media

Results & Distribution

Analytics- Results
  • Stacked charts showing distribution of your smiley button presses over the period you're analysing.

  • Quickly identify trends in your customer's & employee's happiness

  • The blue line of your Happy Index (or NPS if you prefer) clearly shows where performance has dipped.

  • Your Happy Index target is a fixed blue line as high up the scale as possible

  • Hourly summary

  • Weekday summary

Total Results - at a glance pie chart

Total feedback results pie chart
  • Shows total responses received and breaks them down by colour into an easy-to-read pie chart

  • Each colour has the Number of Responses received over the period you're analysing and its Percentage of the Total.

  • Shows this period's Happy Index as a number. The higher it is, the better. Many customers use this as their CX & EX target.

  • Great little tool for a quick overview of what your customers and employees are feeling about your service.

Comparison by experience point for the same survey

Branch Comparison chart
  • Another easy-to-read chart showing how your Experience Points or Branches are performing against each other.

  • A league table to use during management meetings.

  • Shows the Top and Bottom Performers based on their Happy Index over the period.

  • Aim is for all Experience Points or Branches to all be above the company's Happy Index target.

  • Use Best Practices from the top performers to help the worst performers improve their service

Open Feedback (Smiley Touch, Smiley Digital, Smiley Link)

Open feedback with spam filter
  • Shows your Open Feedback comments

  • Which Experience Point (smiley device) they used.

  • Which colour smiley button they pressed & which Follow Up option they chose after pressing the smiley button

  • The date & time they made their comment.

  • Built-in spam filter to remove unwanted comments easily with a click of a button.

  • Open Feedback can also be exported in CSV format anytime.

Pain Points - shows you what's making people unhappy - (Smiley Touch, Smiley Digital, Smiley Link)

Clearly shows what's making your customers & employees unhappy allowing you to make immediate improvements to service. 

There are 2 options for viewing the results:

  • List view shows the distribution of the different follow-up options  

  • Timeline view shows the development of follow-up options during the chosen time period 

Analytics Pain Points handbook example.j

List view

  • Ranks your Follow Up questions in percentage order after any negative feedback.

  • Makes it easy for you to see what's causing the problem

  • The system automatically calculates the significance of your top Follow Ups and adds 1 or 2 asterisks for your attention.

Business pain points by time

Timeline view

  • Shows you how individual Follow Ups vary over time compared with the overall Happy Index (the blue line)- a great way to monitor how your improvements are working.

  • In this example, "Queue Time" (the red line) is analysed over the period to 2020. The Happy Index is represented by the blue line

  • "Queue Time" complaints were rising steadily from 2017 to peak during early 2019. Management improvements included making more tills and serving staff available.

  • Complaints dropped to zero during 2020 and the overall Happy Index (the blue line) rose as a result.

Highlights - shows you why people are happy - (Smiley Touch, Smiley Digital, Smiley Link)

The opposite of pain-points and shows what's making your customers & employees happy.

 

As above, there are 2 options for viewing the results:

  • List view shows the distribution of the different follow-up options  

  • Timeline view shows the development of follow-up options during the chosen time period 

Business highlights

List view

  • Ranks your Follow Up questions in percentage order after any positive feedback.

  • Makes it easy for you to see what's making your customers happy

  • The system automatically calculates the significance of the Top Follow Ups and adds 1 or 2 asterisks for your attention.

Analytics Highlights timeline closer.png

Timeline view

  • Shows you how individual Follow Ups vary over time compared with the overall Happy Index (the blue line)- a great way to monitor how well your improvements are working.

  • Click a point on the timeline to view a tooltip with more detailed information about the responses that had been given at that time.

  • Use the arrows in the tooltip to toggle between the different highlights.

  • Click the circles on the legend to view a specific follow-up.

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