Inspiration: Program Director Suite
Modified on: Fri, 4 Oct, 2019 at 5:49 PM
How to build a powerful Program Director Suite
So you're a Program Director, but you're missing a powerful reporting Suite?
Lo and behold! We hope to inspire you with the following setup so that you can run your program more successfully.
CX Program Overview
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| A CX program is nothing without NPS, so we're starting with our overall NPS score. Where to find the widget? Data source: NPS Visual: Gauge What settings got configured? Widget name: NPS Widget height: 3 blocks | The NPS Score matters little if you don't know you response rate, so let's get that added too. Where to find the widget? Data source: NPS Visual: Response rate What settings got configured? General Settings Widget name: Response % | You'll want to know why respondents have given a certain score, so we'll add some Drivers. Where to find the widget? Data source: Drivers Visual: Primary drivers What settings got configured? None! The displayed widget is as it comes out of the box! | Because we're very busy, we want to go to our most commonly-used reports quickly. To do this, we'll utilise the Custom HTML widget to add some links. Where to find the widget? Data source: Miscellaneous Visual: Custom HTML What settings got configured? We've added a Bullet list, and added a link to each report we'd commonly use as a Program Director. |
| One of our big responsibilities is to make sure that the organisation follows up with respondents. The Workflow Summary gives us a quick glance on how that's going. Where to find the widget? Data source: Workflow Visual: Workflow summary What settings got configured? General settings Widget height: 4 blocks | While you really like to see everything at a quick glance as a Program Director, the comments left by your respondents are equally important. We recommend to always have Comments displayed when you enter CustomerGauge. Where to find the widget? Data source: NPS Visual: Comments What settings got configured? General settings Widget width: 3 blocks Widget height: 4 blocks | We'll want to keep an hawks-eye on whether we're reaching we intended to. The Campaign Stats widgets allows us to understand if all uploaded survey records get delivered. Where to find the widget? Data source: Data Transport Visual: Campaign Stats What settings got configured? General settings Widget height: 4 blocks | To top off the quick overview, we want to see how we're trending in terms of NPS, Response Rate, and Responses. The Combo chart is an ideal visualization to do so. Where to find the widget? Data source: NPS Visual: Combo chart What settings got configured? General settings Widget name: NPS, Response % and Responses by Month Widget width: 3 blocks Widget height: 4 blocks Widget specific settings Left Y-axis -> Metrics: Response Right Y-axis -> Metrics: Response %, NPS |
| If we want to dig into the data a little bit more without navigating away, we can use the Individual Spectrum to see how respondents within a certain segment are scoring. Where to find the widget? Data source: NPS Visual: Individual spectrum What settings got configured? General settings Widget width: 12 blocks Widget height: 6 blocks Widget specific settings Segment: Industry (this can be any segment field available in your platform) | |||
Linking from the Related Reports widget, we have our Journey Tracking report.
The purpose of this report is to give a good overview of all our touchpoints.
We've used a mix of widgets to show you some of the things you could focus on, but usually you'd use the same in each column, to easily compare your stats.
Journey Tracking
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| In the first column, we'll look into our Onboarding touchpoint. We start off with the NPS, so we can easily compare them across the other Touchpoints. Where to find the widget? Data source: NPS Visual: Gauge What settings got configured? Touchpoint: Onboarding | In the second column, we'll look into our Relational touchpoint. We start off with the NPS, so we can easily compare them across the other Touchpoints. Where to find the widget? Data source: NPS Visual: Gauge What settings got configured? Touchpoint: Relationship | In the third column, we'll look into our Support touchpoint. We start off with the NPS, so we can easily compare them across the other Touchpoints. Where to find the widget? Data source: NPS Visual: Gauge What settings got configured? Touchpoint: Support | In the last column, we'll look into our Reviews touchpoint. We start off with the NPS, so we can easily compare them across the other Touchpoints. Where to find the widget? Data source: NPS Visual: Gauge What settings got configured? Touchpoint: Reviews |
| Following the Onboarding NPS, we're interested in the reasons for this NPS. The Primary Drivers widget gives us this insight in a quick overview. Where to find the widget? Data source: Drivers Visual: Primary Drivers What settings got configured? Touchpoint: Onboarding | Following the Relational NPS, we're interested in what our respondents wrote about. The Comments widget shows us these comments. Where to find the widget? Data source: NPS Visual: Comments What settings got configured? Touchpoint: Relationship | Following the Support NPS, we're interested in seeing which topics have been mentioned in the comments of Support surveys. The Tags Scatter chart helps us here. Where to find the widget? Data source: Tags Visual: Scatter chart What settings got configured? Touchpoint: Support Widget specific settings Data type: Topics | Following the Reviews NPS, we'd like to see how many responses we got for this touchpoint. Using the NPS Column chart we can report on both Responses and Non-Responses. Where to find the widget? Data source: NPS Visual: Column chart What settings got configured? Touchpoint: Reviews Widget specific settings Y-axis -> Metrics: Non Response, Response |
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