Dashboard Reporting
Interactive dashboards
Once you have gathered the customer feedback and used the text analysis engine to analyse the customer feedback comments the dashboard reporting delivers the results.
Feedback Ferret delivers your results through web-based interactive dashboards, enabling you to discover the information you need quickly and easily.
With the intuitive dashboards it is easy to filter and report on the feedback analysis results, providing multiple views of the data so that you can identify the specific themes and topics you are looking for, as well as running ‘train-of-thought’ discovery to see how you can improve your customer experience.
Click on the dashboard views below to explore the dashboards in more detail.
Some dashboard highlights include:
- Topics tailored to your individual needs, from highly granular issues to rolled up summaries
- See the scale of each topic, with quick drill-down to the original customer details and comments about that topic
- Click though to the original audio recordings to listen to customer comments from IVR surveys and voicemails
- Define your own filter settings to pinpoint just the records that you want to investigate
- Set up ad hoc cross tab reports to explore the results in more detail, with drill through from individual report cells to the underlying comments
- Heat maps show you the impact and significance of each topic against satisfaction scores
- Identify the reasons behind customer satisfaction or dissatisfaction
- Discover what drives Net Promoter Score (NPS) ratings – what are the reasons behind Detractor ratings
- Explore the topics that drive good and poor sentiment
- Trend reports and response volumes track changes over time
- Export results to PDF or Excel for further analysis or distribution
- Customised reporting options to meet your requirements
The dashboards are accessible through standard browsers, allowing anyone in your organisation to get access to the information they need to understand the impact of customer opinions on their area of the business.
Drilling through from the scale of the topics to the underlying feedback comments provides an excellent launch pad for quick and effective root cause analysis of the problems encountered by your customers.
There is no limit on the number of dashboard users, with no incremental cost per user.
Role-based logins allow you to limit the information that is visible to each user. This is ideal for providing different groups within your organisation with pre-filtered results that only relate to their area of influence or responsibility.
