Analyze case feedback responses
Customer Voice provides reports for reviewing survey results at different levels of detail. Use individual responses to understand a specific support interaction and aggregated reports to identify patterns across interactions.
Review survey responses
After a survey receives responses, open Reports and select the survey. The survey response report provides graphical summaries of combined answers and access to individual responses. You can also export results to a CSV file when deeper analysis is required.
Use the combined view to answer questions such as:
- Which answers appear most frequently?
- Do rating distributions change over time?
- Which questions have low response rates?
- Do comments explain a low rating?
Use an individual response when a service team needs the details of one customer's experience. In an integrated case feedback process, the survey invitation and submitted response appear on the related case timeline. Open the response record from the timeline to review its details with the case context.
Interpret satisfaction metrics
Customer Voice creates a dashboard for each set of satisfaction metrics in a project. The dashboard shows recent scores and trends across project surveys. Filter it by date range or survey to focus the analysis.
Interpret each metric according to what it measures:
- CSAT summarizes customer satisfaction from the mapped rating question.
- NPS groups respondents as detractors, passives, or promoters and calculates the percentage of promoters minus the percentage of detractors.
- Sentiment classifies mapped text responses as positive, neutral, or negative for supported languages.
- Custom score combines scores from mapped questions.
A metric summarizes responses; it doesn't explain the cause by itself. Review the underlying questions, comments, time period, response volume, and case context before drawing conclusions.
Turn findings into service actions
Define how the organization uses feedback before production distribution begins. Examples include reviewing low scores, contacting customers when follow-up is appropriate, identifying recurring case themes, and comparing trends after a service-process change.
Apply access, retention, and privacy policies to survey data. Export only the data needed for an approved analysis, and preserve the connection between a finding and its source data when reporting results.