Analyze your CX Project
What are your customers thinking? Analyze results to uncover powerful insights to drive meaningful action.
If this is the first time you’ve run a report, you might want to start with the basics.
From there, review your CX options.
- From the All Projects list, you can view metrics at a glance for all CX projects that have received responses. If you don’t see this column, click the Show/Hide Columns icon in the top right and customize your view.
- If you’re looking at the results of a new study, see the big picture first with an Omni or Advanced Frequency Report. From there, drill down by segmenting or filtering results into actionable chunks. For example, you might want to review satisfaction scores across different locations so you can learn what’s working best.
- If you’ve included a Key Driver question in your project, the Key Driver Analysis report is a smart way to examine how important variables (product, service, value, etc.) impact your customers’ overall feelings about your company. By measuring these variables against your metrics questions (NPS, CSAT, CES), you’ll find out where you should focus your resources to provide the most impactful improvements.
- As you run more and more projects, step back to a broader view with your CX Dashboard.