Reports: Measure Customer Experience Unit by Unit
Scores, trends and root causes in one place. See performance gaps and areas for improvement with a breakdown from region down to store.
- Satisfaction (CSAT)
- Measures how satisfied the customer was with the experience.
- Recommendation (NPS)
- Measures how likely the customer is to recommend your brand to someone they know.
- Effort (CES)
- Measures how easy it was for the customer to complete their transaction.
Organizational breakdown
A Detailed View from Region to Store
Compare by unit, touchpoint, staff member, channel or survey. Each row drills down to the next level to show the source of a performance gap.
- 7 days, 30 days, 90 days and 1 year
- Comparison with the previous period and daily trend
- Root cause analysis
Closed loop
Case Resolution Performance
First response time, resolution time, closure codes, resolution rate and resolution satisfaction. The effectiveness of complaint management is tracked in numbers.
- Excel and CSV export
- Personal data masking based on permissions
- Audit log of exports
Capabilities
- Score cards and distributions
- Trends compared with the previous period
- Survey, unit and touchpoint filters
- Online reputation metrics
- Number of Google review invitations
- Weekly summary email
Frequently Asked Questions
In which formats can data be exported?
Excel and CSV. A weekly summary is also sent by email every Monday.
Are suspicious responses included in reports?
Responses flagged as suspicious are excluded from reports by default; you can review them in a separate view if you wish.
Related guides
- Fundamentals What Is Customer Experience Management (CXM)? Customer experience management (CXM) means measuring every touchpoint, resolving issues and improving the experience. Scope, components and CRM differences.
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.