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CX Project

    Strongest and Weakest Touchpoints

    On the CX Dashboard, you can view the Touchpoints with the strongest and weakest performance in each key metric (NPS, CSAT, CES). While this information alone doesn’t offer the full picture, it’s a great data point to start with when reviewing your results.

    This card always highlights the Touchpoints with the highest and lowest performance. Highlights are not impacted by any filters or conditions selected.

    How much data is needed to calculate the best and worst performing Touchpoints?
    Keep in mind that highlights are broken down for each CX metric. Using NPS as the example metric, a few requirements:

    • A minimum of four Touchpoint projects must include the target metric (NPS).
    • A minimum of 10 responses must be received for the metric (NPS) question in each of these 4 Touchpoint projects.

    Once these criteria are met, Highlights will be displayed.

    Highlights may fluctuate as early responses come in, but more data will lead to more consistency and clarity.