Analytics - the Details tab

Dig deeper into your results

The Details tab shows your feedback results in a series of intuitive charts.

Helps you identify trends and to pinpoint 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.

Make more informed data-driven decisions for the future success of your business.

The Details Widgets explained

FILTERS - view the data the way you want

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

Location/Area to view specific branch device feedback individually or ALL devices together.

Survey question to view your current (or past surveys) data

Time period to view feedback from any of the following options: all results, selected dates, today, yesterday, last 14 days, this week, last week, this month, last month or this year.

"Selected dates" are a great option for analysing your results during promotions and work events

Hours in question

Choose starting and finishing hours.

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

Choose to view feedback for particular days.

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

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

Flexible data analysis.

Table of Values

Great for tracking your results over time.

Happy Index or NPS

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

Flexible data analysis to fit your company choices

Toggle between the indexes

Results & Distribution

Stacked charts showing distribution of your smiley button presses over the period.

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

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

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

Export

Click the EXPORT button to choose different export formats

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 on your Social Media

Open Feedback

Shows your Open Feedback comments from your Smiley Touch and Smiley Digital devices and Smiley Terminals if you're using Smiley Link

Drill down to find out where the feedback came from

which Experience Point/location

which smiley button was pressed

which Follow Up option they chose

The date & time they completed your survey

A built-in filter removes spam

Open Feedback can also be exported in CSV format for ease of sharing and integration

Comparison by experience point for the same survey

Another easy-to-read chart showing how your different locations are performing.

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

Aim is for all locations to be above the company's Happy Index target.

Use best-practices from the top performers to help the poor performers improve

Total Results
at a glance pie chart

Shows total responses received by colour in 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, the better.

Use this as your CX target.

Pain Points
shows you why people are unhappy

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 or Timeline View

List view

Analytics Pain Points handbook example.j

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

Quick & easy to see where the problems are.

Follow Up significance is automatically displayed

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

The opposite of pain-points and shows why people are happy. Great for rewarding employees who go that bit further.

There are 2 options for viewing the results List View or Timeline View

List view

Ranks your Follow Up responses in percentage order after positive feedback.

Quick & easy to see what's making people happy.