The Close the Loop Table widget helps you check your Close the Loop metrics overtime and compare against your relevant segments. Allowing you to check if there was an improvement on the Close the Loop actions overtime or how your branches or countries are performing against each other.
How to add a widget?
To add this widget to your report go to Add Widget → Close the Loop data source → Close the Loop Table
- Drill down to deep dive on your cases.
- Filter by loyalty to have all these metrics by separate loyalties.
- KPI filters on the additional settings, so you can now have one widget per loyalty and with different KPIs.
Group by Setting:
Date: This setting allows you to choose which period type you group your data by.
Available choices are Day, Week, Month, Quarter or Year.
Segment: This setting allows you to choose which of your segment fields to use to group your data by. The fields available depend on your system set up.
KPI: Cases followed-up: This setting allows you to configure within how many hours someone has to have followed up on a case since the survey was completed (responded).
KPI: Cases closed: This setting allows you to configure within how many hours someone has to have closed a case since the survey was completed (responded).
NPS Loyalty: This setting allows you to filter on specific NPS loyalties. Surveys responses without the NPS score are currently not captured by this filter
For more information on KPI calculation, please read this article.