The virtuous circle for a customer centric approach is based on the following topics:
- Understanding your customers' expectations;
- Measuring satisfaction at all points of contact;
- Improving the experience of your customer journey;
To achieve it, you need to define the right indicators, use the right presentation format to distribute the information, and sometimes alert the right person at the right time.
Define your indicators or raw data for your reports
1. Define the right indicators
Your indicators will have to meet specific targets. Ask yourself the following questions:
- To serve what purpose? Monitoring, questionnaire performance, process improvement ...
- For what type of recipient? Experts and support functions, business unit managers, executive committee ...
- For what purpose of operation? Evaluation, monitoring the evolution of a measure, detailed analysis, team leadership, triggering an action, decision-making, enriching a BI tool (or other cross-functional dashboards within the company) ...
This necessary reflection will allow you to define the required data and the cross-checks you will have to make to define your indicators.
Best practices :
Compose your ideal dataset: a good questionnaire must always compose the best match between the use of attributes (data known to contextualize, personalize) and the data collected (answers to questions). Draw up a checklist of the data needed for each indicator.
Create a nomenclature:
- MyFeelBack allows you to use norm-based calculations, such as Csat or NPS. In case you decide to use an internal satisfaction score, formalizing a rule will allow you to use a referential to avoid mixing rating scales: out of 4, out of 5, out of 10, for example.
- Apply labels to anticipate and facilitate the use of your indicators. Identify the common answers to several questionnaires that you wish to consolidate in order to have a global view. For example: the NPS recommendation score.
Take care when writing your response modalities: Think about the analysis when formulating your response modalities, be synthetic and precise.
2. Use raw data
Beyond indicator design, you may choose to transmit raw data that will be needed in some cases for a finer analysis - for example, by exporting the data in excel format. Exporting this raw data can also be the way to enrich your CRM customer base or your marketing database.
Raw data can be presented in a table format in your dashboards to allow a first level of reading. For example, for verbatim analysis that complete a recommendation note.
Choose the right format for presenting your results, and distribute it to the right person at the right time
MyFeelBack's analysis module offers three formats for information restitution.
1. The "dashboard" format must be used if :
- I am looking for real time, and I want the recipient of the dashboard to be able to log in at any time to evaluate his indicators, compare himself or apply filters;
- I wish to to follow the evolution of the indicators and/or lead a team;
- I wish to provide a pre-filtered view for a team and to allow objectives follow-up;
- I am in a shared reporting environment, with clear and mastered common objectives;
- I must be able to create value, action and immediate reaction, without the need for additional analysis of the information transmitted;
- I wish to secure and control access, I can then apply an expiration date on the link or request a login and password;
- Although access is available to all authorised recipients, I would like to send a dedicated link at scheduled intervals, to invite different groups of recipients to log in (frequency: daily/weekly/monthly etc...).
Best practices :
The dashboard indicators must provide lasting and shared information: in other words, they can be defined in a collaborative manner by involving all of the recipient.
Focus on your objectives: consider that ten indicators is a correct maximum number per dashboard.
Organize your dashboard: classify your indicators by theme.
Respect a logical presentation when choosing the type of graph: for example, if the evolution of an indicator per month is displayed in columns, the same will be true for indicators with the same objective.
2. The "analysis report" format must be used if:
- I'm looking for a restitution that presents a " snapshot " of a specific moment, frozen over a period of time;
- I wish to provide a well-argued analysis report with my comments;
- I wish to focus on the performance of a particular campaign;
- I wish to focus on the optimization of my questionnaire and have a detailed analysis of its performance (by broadcast media, time slots, type of personas, traffic origin...);
- I would like to present my indicators on a personalized support (PPT, html, pdf, xlsx) and/or export them as images to refine a presentation;
- I wish to distribute this report by email.
Best practices :
Enhance your reports with your comments: think about the interpretation that needs to be made, make it easier to read and help with the decision.
Give meaning to your report: when distributing by email, be clear in the subject line and invite reading in the body of the message.
Be consistent in the frequency of distribution: the richness of the new data collected should add value and avoid information erosion.
3. The "Alert" format must be used if:
- I wish to delegate and automate the monitoring of my key indicators.
- I wish to trigger an alert on an email address. For example, from a value you apply a reference level: if today's NPS score is less than -10 then an alert email will be sent.
- I would like to be warned of a situation that is outside the usual trends observed, and for which a specific action is needed.
To support you in the use of these analysis tools, find below all the articles that will guide you step by step.
How do I use my library?
Find here the list of the indicators and raw data that you have stored in your library.
Note: you can choose not to store some indicators or raw data in your library. For example in the case of very specific indicators dedicated to a reporting model : in this case, these data will only be accessible from the report or dashboard.
What is an indicator?
View the list of all the available indicators in your library here. You can edit, duplicate or delete them.
View here the list of all the available raw data in your library. You can edit, duplicate or delete them.
Create a dashboard
You will find here the list of all your dashboards. You can edit, duplicate or delete a dashboard. You can filter by label according to your own naming rule.
Vous pouvez choisir d’épingler un tableau de bord sur la page d’accueil.
Note: Pinned dashboards will appear as an additional tab within the MyFeelBack "home" section.
Create a report
The custom report allows you to cross data from one or more campaigns. For example, for a same question in different campaigns, you can cross responses using the response dimension based on a label
The campaign report allows you to analyze all the data collected on a single selected campaign. As such, it has the advantage of proposing a pre-established format based on the content of the questionnaire.
You can thus have a first level of analysis, refine the elements and create your own indicators.
In this section dedicated to alerts, you can view the list of your alerts, disable or activate an alert and edit, duplicate or delete an existing alert.
IMPORTANT: Remember to apply labels that will allow you to categorize your indicators, raw data, dashboards, reports and alerts according to your own organization and naming convention.