Data means very little on its own. Open a spreadsheet packed with numbers, and it's difficult to tell what's improving and where you should focus your efforts.
That's one of the things that makes reporting on CX data—your NPS, CSAT, qualitative feedback insights and churn—so frustrating. You have to find the data, figure out how to make sense of it, and then write about what the data shows.
Wouldn't it be better if you could make a dashboard that automatically turns your numbers into clear, actionable insights?
This tutorial focuses on building your first dashboard, and this chapter relies on a sample data set for the reporting data.
Build a dashboard from scratch
When you log into your account on the left side of the screen, you can navigate to the dashboard editor by clicking on the square icon.
When you enter the page, you're greeted with a blank canvas.
Before we can create our new dashboard, we need to source some new insights! To do this, we'll need to explore the analytics and feedback tab so you can find answers in your data and save those insights at widgets to store in your dashboard.
Finding your first insights
The act of creating an analytics dashboard is very much like storytelling. A good story grabs your attention and takes you on a journey, evoking an emotional response. Wouldn't it be great if you ignite a response internally to act on the voice of the customer?
Let's get some context on the data and find out how our NPS score is trending over time.
In the following chart, we've selected the metric Net Promoter Score to be visualised over a time period of the last 3 months. Next, we need to save the report so we can access it in our dashboard editor.
To do so, give your chart a descriptive name and click the bright blue button 'Save Report'.
It's now time to drill down on the chart and shed some light on what is driving the NPS score. Let's breakdown the previous chart we made above by category and save as a new chart on our dashboard.
Now if we navigate back to our dashboard we now have 2 charts available to view.
Let's fill out our dashboard with a few more insights. It's clear that the checkout experience category is driving negative NPS score amongst customers. Let's drill down deeper and try to understand what's driving the score.
Under further investigation, we can see that over the last three months checkout experience has trended downwards in Net Sentiment.
A few themes stand out as underperforming notably shipping and checkout of account features. Let's add another chart to the dashboard to see if the checkout experience has worsened over time.
Great, we now have a simple dashboard with a compelling story to bring back to key stakeholders in the business to take action on the data. It's now time to try this with your own data!