Overview

The Overview tab provides a high-level summary and visualization of key survey metrics and responses for the "cross board survey check." This tab is designed to give users a quick insight into participant feedback, highlighting the Net Promoter Score (NPS), Member Effort Score (MES), and other relevant survey statistics.

1. Transactional Surveys:

Transactional surveys are designed to capture feedback related to specific interactions or transactions. These surveys provide insights into customer experiences immediately following a transaction, enabling organizations to assess satisfaction and make timely improvements.

Key Features:

• Summary of Most Recent Data: Displays a concise overview of the latest survey data, including the date range and cumulative response rate.

• Cumulative Response Rate: The cumulative response rate is calculated for the period between the survey created date and the end date of the selected date range.

• Timeline: Visualizes the distribution of responses over a specified time (e.g., 80 most recent responses). This helps identify trends and patterns in response timing.

• Most Recent Comments: Showcases a selection of the latest comments submitted by members, providing valuable feedback on their survey experience.

• Scores: Displays a summary of survey scores within the selected date range.

  • Department: Provides a breakdown of survey responses by department within the selected date range.

  • Generation: Provides a breakdown of survey responses by generation within the selected date range.

• Question Breakdown: Displays a summary of responses for each survey question within the selected date range.

• Question Stats: Presents a detailed breakdown of responses for each survey question, including average scores, response distributions, and open-ended comments.

• Leaderboard: Displays a ranking of members based on their survey participation and scores, encouraging healthy competition and engagement.

• Score over time: The Score Over Time chart visualizes performance trends for different metrics over a specified period. It displays a line graph representing score changes for selected metrics (e.g., Greeting, Accuracy, Skilled, Wait Time, Trustworthy, Security) against a timeline. Users can analyse metric performance, identify improvement areas, and track progress over time.

2. Relationship Surveys:

The Relationship Survey dashboard provides a comprehensive view of participant feedback, focusing on key performance indicators that reflect member satisfaction and effort. The dashboard is designed to deliver actionable insights without displaying the survey title, date range, or cumulative response rate, ensuring a focused analysis of the data.

KeyFeatures:

• Net Promoter Score (NPS):

  • Displays the overall Net Promoter Score, which is calculated based on the percentage of promoters minus the percentage of detractors.
  • The score is visually represented with a circular gauge, where the colors red and green indicate detractors and promoters, respectively.
  • A bar chart breakdown of the responses shows the distribution between detractors, passives, and promoters.

• Member Effort Score (MES):

  • This section shows the Member Effort Score, indicating how much effort participants feel they had to exert to get their issue resolved.
  • Like the NPS, it uses a circular gauge to represent the score visually.
  • A bar chart provides a detailed view of the distribution of responses.

• Response Summary:

  • A pie chart or gauge displaying the overall survey score (e.g., 42%).
  • Lists key metrics such as the total number of responses, individual question scores, and other custom metrics as defined in the survey.
  • The latest responses from participants, including timestamp and respondent names, are displayed to provide a quick glance at recent feedback.

• Score Breakdown:

  • This section provides a detailed demographic breakdown of the survey results.
  • A tabular view shows the scores for each demographic group, their total responses, and individual question scores.
  • Additional comments from participants are displayed, providing qualitative insights into the survey responses.

• Question Breakdown:

  • Visual representation (pie chart) of responses for specific survey questions, such as "Test the cross-board survey check."
  • Displays the percentage of participants who strongly disagree, disagree, are neutral, agree, or strongly agree with the survey statements.

• There will be no trends tab in the dashboard page for the relationship survey.

3. NPS standalone Surveys:

The NPS Standalone Survey provides an in-depth analysis of customer sentiment and loyalty through a streamlined interface designed to deliver actionable insights.

Key Features:

• Summary of Most Recent Data: Displays a concise overview of the latest survey data, including the date range and cumulative response rate.

• Cumulative Response Rate: The cumulative response rate is calculated for the period between the survey created date and the end date of the selected date range.

• Latest Responses: The latest responses from participants, including timestamp and respondent names, are displayed to provide a quick glance at recent feedback.

• Scores: A tabular view shows the scores for each demographic group (it is a clickable link), their total responses, and individual question scores.

• Latest comments: Additional comments from participants are displayed, providing qualitative insights into the survey responses. Only approved comments will be displayed in the overview tab.

• Question Breakdown:

  • **Visual representation (pie chart) of responses for specific survey questions.

  • **Displays the percentage of Detractors, Passives and Promoters.

• Score over time: The Score Over Time chart visualizes performance trends for different metrics over a specified period. It displays a line graph representing score changes for selected metrics (e.g., Overall, NPS) against a timeline. Users can analyse metric performance, identify improvement areas, and track progress over time.

• There will be no trends tab for NPS standalone.