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Introducing better sorting, word clouds and driver trend analyses

Colour coding and sorting

We’ve changed the colouring of the chart to green and red. Green represents drivers that contribute to satisfaction and loyalty. Red represents drivers that contribute to churn. The chart is also sorted in descending order, making it easier to understand your top drivers of focus.

Word clouds

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Use our suggested sentiment analyzer to make it quicker and simpler for respondents to fill out your surveys

In the survey builder, you’ll notice a new toggle for enabling sentiment suggestion for the question: ‘Please tell us why you rated us this way and what can we do to make it easier?’.

It is disabled by default. Enabling this offers suggestions for what others have recently experienced. These suggestions are dynamic and will adjust to the respondent’s scoring. Respondents can click these suggestions and can supplement with their own views.

We released this to make it quicker and simpler to complete surveys.

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We’ve enhanced charts and filters to help you better understand your experience insights

Updates to the NPS, CES, NES snapshot widget

Enhancements include:

  • Easier comparison of experience metrics per branch/department/product line/touchpoint
  • Decomposition of experience metrics per branch/department/product line/touchpoint
  • Zooming into the data points contributing to the experience metrics
  • Notice the new colour schemes 🔴🟠🟢?

Updates to the trend analysis widgets

Enhancements include:

  • Flipping between aggregate and individual trends for various experience metrics (NPS, CES, NES, CSAT)
  • Trend comparison per month, quarter or year for the various experience metrics and the reviews collected widgets
  • Zooming into the time that feedback was left (previously restricted to the day only)

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Use our conversational style surveys as a more informal and relaxed way to collect feedback

We’ve introduced a new feature where your surveys can be visualised as chats within web forms and widgets. Once you’ve built your survey, enable the ‘Chat view’ toggle under ‘Form Options’:

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We help companies to deliver great customer, employee and brand experiences to drive growth.