Description

The Feedback Analytics dashboard allows you to instantly view customer feedback based on the Customer Satisfaction (CSAT) and Net Promoter Score (NPS) blocks you added to your email signature. 

How to access it?

To access the Feedback option:  

1. From the left-hand pane, click Analytics, then select Feedback.
   The Feedback screen is displayed on the right-hand side:
   

Viewing customer feedback

To view customer feedback in real-time:

If you haven't yet added the Feedback Power Up blocks to your email signature template, a pop up is displayed, prompting you to edit the signature template. 

• Click Go to my Signatures to view all your signatures and select the signature on which you wish to add the Feedback Power Up blocks.
  
  
• Once you have added the Feedback Power Up blocks and the email recipients start submitting their responses - the Analytics Feedback screen is enabled.
  The Analytics Feedback consists of two tabs: Reporting and Email Alert Notifications.

Reporting tab

By default, the Reporting tab is opened. This screen is automatically updated every 30 seconds.

The below screenshot outlines the layout of the Analytics Feedback, Reporting tab: 


The table below describes the different options displayed on this screen:   

	Filter Date Range: This allows you to view the feedback based on your selected search criteria. The different options are: Show last 24 hours, Show last 7 days, Show last 30 days, Show last 90 days, This month and Custom date range.
	Satisfaction ratings: This shows how many people are satisfied with your company's services. The different satisfaction ratings are: Gold = Very Satisfied, Green = Satisfied, Yellow = Unsatisfied, Red = Very Unsatisfied
	Happiness factor: This shows how many people are happy with your company's services.
	NPS score: This is the Net Promoter Score - it measures customer experience and predicts business growth.
	Response volume: This shows the response volume between the different dates in a graphical format.
	Response breakdown: This shows the recipient's Email address, their Response, the Response date and time, along with any recipient's details, such as Sender Email and Sender Name and any Comments (speech bubble). To delete a response, tick the required response, then click Delete. The selected response is deleted immediately and the graphs will be updated automatically.  NOTES: - The Email header can pull in the emails of multiple recipients. - You can sort the following column headers in ascending or descending order:  Response, Response date and Email.  - If required, you can delete multiple responses.
	Leaderboard: This board provides you with a quick spotlight on your feedback performance, based on the senders' within your organization. It can easily highlight who needs coaching or rewarding within the team. You can easily sort the results to surface the metrics that are important to you. It consists of the following fields: Sender - First and last name of the sender who sent the email. The details are pulled over from the Active Directory. - Which sender received what rating. The different satisfaction ratings are: Gold = Very Satisfied, Green = Satisfied, Yellow = Unsatisfied, Red = Very Unsatisfied NPS - An individual Net Promoter Score for each sender. Total responses -  Number of all feedback for each sender, collected within the selected date range. Temperature - Calculation mapped against each rating - this will help you to analyze the satisfaction levels over time. Each rating is assigned a value and then divided by the total number of responses received. 0 - very unsatisfied response 33.333  - unsatisfied response 66.666 - satisfied response 99.999 - very satisfied response NOTE: - By default, the Leaderboard results are filtered according to the Temperature.
	Export: Click to export the responses to a CSV file based on the selected date range.  The CSV export file consists of the following headers: Survey type (NPS or CSAT), Response, NPS Rating, Response Date, Recipient, Sender name, Sender email, Subject, Comment, Country, User Agent, Response ID. Please note: - If there are no results on the Analytics Feedback dashboard, the Export option will not be visible. - If the Net Promoter Score (NPS) block has any blank values then there will be a corresponding blank value in the csv file.

Email Alert Notifications tab

The Email Alert Notifications tab allows an Exclaimer Cloud user to customize who receives an email to the Response and Comments notification.

The below screenshot displays the Analytics Feedback, Email Alert Notifications tab: 

Response notifications:

• By default, the email address of the portal user is displayed on all the fields.
  
  
• Enter the email address of the person who you wish should receive the notifications once a recipient clicks a particular response.
  
  
• You can set different notification emails for different responses.
  The different responses (satisfaction ratings) are: Gold = Very Satisfied, Green = Satisfied, Yellow = Unsatisfied, Red = Very Unsatisfied.
  
  
• Tick the Alert email sender option to send an alert to the email address provided if a recipient clicks on the specific response.
  
  
• If required, you can enter multiple email addresses for a particular response separating them by a comma or semicolon.
  
  
• If you do not wish to receive response notifications, then leave the relevant field blank. 
  
  
• Once you have made your changes don't forget to click Save Changes.

Comment notifications:

• By default, the email address of the portal user will be displayed in all fields.
  
  
• Enter the email address of the person who you wish should receive the notifications once a recipient enters a comment against a response.
  
  
• You can set different notification emails for different response comments.
  The different responses (satisfaction ratings) are: Gold = Very Satisfied, Green = Satisfied, Yellow = Unsatisfied, Red = Very Unsatisfied.
  
  
• Tick the Alert email sender option to send an alert to the email address provided if a recipient enters a comment for a response.
  
  
• If required, you can enter multiple email addresses for a particular response separating them by a comma or semicolon.
  
  
• If you do not wish to receive comment notifications, then leave the relevant field blank. 
  
  
• Once you have made your changes don't forget to click Save Changes.