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ANALYTICS

Dig deeper into your results

ANALYTICS – digging deeper into your results

Feedback analytics

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.

ANALYTICS widgets

FILTERS

Analytics filter options.png

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.

  • TIME PERIOD: the Selected Dates is a great option for analysing your results during promotions and work events

More Filters

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 results example.

  • 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

Analytics Export options.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

  • Very happy = dark green; happy = light green; unhappy = pink; very unhappy = red.

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

  • Too many reds on a Tuesday at 4pm? Time to identify what's happening in the business at 4pm on Tuesdays. Use your Follow Ups to identify why.

  • 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 the better and many customers use this as their CX & EX target for all of their branches.

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

COMPARISON (same survey question)

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

  • Creates a league table for you to use internally during management meetings.

  • Shows the Top Performer and Bottom Performer based on their Happy Index over the period you're analysing.

  • 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

Open feedback with spam filter
  • Shows your Open Feedback comments

  • Which Experience Point (smiley device) they used.

  • Which colour smiley button they pressed.and

  • Which Follow Up option they chose after pressing the smiley button

  • The time they made their Open Feedback comment.

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

  • Spam filter has machine-learning so will improve spam identification over time.

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

  • ** not available for Smiley Terminal unless used with Smiley Link**

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. **Not available for Smiley Terminals unless used with Smiley Link**

 

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

  • ** = A pain point having two asterisks means that the finding is statistically significant and should be addressed first.

  • * = One asterisk means that the finding is likely to be significant, and should be addressed soon

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 well your improvements are working.

  • In this example, "QUEUE TIME" (the red line) is analysed over the period 2017 to 2020. The overall Happy Index is represented by the blue line

  • "QUEUE TIME" complaints were rising steadily from 2017 to peak at nearly 32% during early 2019. Management made improvements by making more tills and serving staff available.

  • "QUEUE TIME" complaints dropped to zero during 2020 and the overall Happy Index (the blue line rose as a result.

  • The improvements were data-driven and worked well. 

HIGHLIGHTS - shows you why people are happy

The opposite of pain-points and shows what's making your customers & employees happy. **Not available for Smiley Terminals unless used with Smiley Link**

 

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

  • ** = A Highlight having two asterisks means that the finding is statistically significant and should be addressed first.

  • * = One asterisk means that the finding is likely to be significant, and should be addressed soon

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.

REAL TIME ALERTS (premium feature)

shows a list of triggered alerts. The widget is visible if the Real-time Alerts feature is enabled and there are alerts within the viewed time period. The widget helps you to see how frequently negative or positive feedback thresholds are exceeded in the identified Location/Area.

Real Time Alerts widget
Real Time Alerts detail
  • In the widget, you can see the descriptive headline of the alert, and when and where the alert was generated.

  • Smiley Touch and Smiley Terminal have their own symbols in the widget.

  • The red exclamation mark signifies a negative open alert and the green arrow signifies a positive open alert.

  • When you click the location of the alert, the whole Analytics view is updated to show that location.

  • When you click the headline of the alert, an info page opens that gives you more information about the alert. If the alert was generated by Smiley Touch, you will see information on the pain points and highlights chosen by the respondents.

  • The widget lists also the closed alerts and shows you how long an alert was open.

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HR & WELL BEING

HR

Workplace Well-Being

Need help?

Visit the HappyOrNot handbook

© 2020 Smiley Feedback Ltd     |     BMG, 4 Acre Road, Reading, RG2 0SX     |     UK Company No: 11353874