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Key Performance Indicators in Customer Signals Intelligence Dashboard
Learn about the key metrics on the Customer Signals Intelligence dashboard.
| Metric | Description |
|---|---|
| Customer Satisfaction (CSAT Score) | Shows the average Customer Satisfaction (CSAT) score, normalized to a scale of 0 to 5. |
| NPS | Shows the Net Promoter Score (NPS), calculated as the number of promoters (scores of 9 and 10) minus the number of detractors (scores of 0 to 6), divided by the total number of responses. |
| CSAT Responses | Shows the total number of responses received for CSAT surveys. |
| NPS Responses | Shows the total number of responses received for NPS surveys. |
| Total Interactions | Shows the total number of customer interactions analyzed for insight processing. Use this metric to understand the volume of data driving your dashboard insights. |
| Unique Customers | Shows the number of unique end users, such as contacts, accounts, leads, or community users, identified from interactions. Use this metric to evaluate the actual number of individuals engaging with your service representatives. |
| Positive Sentiment | Shows the percentage of customer interactions classified as positive. Use this metric to track customer satisfaction and positive engagement. |
| Negative Sentiment | Shows the percentage of customer interactions classified as negative. Use this metric to identify areas of customer dissatisfaction. |
| Overall Sentiment | Shows the distribution of customer interactions by sentiment type. Use this metric to evaluate the overall proportion of positive, negative, and mixed engagements. |
| Insight Type by Sentiment | Shows the number of analyzed customer interactions aggregated by sentiment across different identified insights, such as clusters and contact reasons. |
| Sentiment by Location | Shows the count of customer sentiments for each end user location, based on the state field for leads or the contact point address state for accounts, contacts, and users. Use this metric to analyze how customer satisfaction and engagement vary across different geographic regions. |
| Sentiment - Trend | Shows the trends in customer sentiment over time. |
| CSAT - Trend | Shows the trends in CSAT scores over time. |
| NPS - Trend | Shows the trends in NPS scores over time. |
| Sentiment by Sales Rep | Shows the sentiment count for each sales representative. |
| Service Interactions | Shows a detailed list of customer interactions based on applied filters, including details such as key phrases and contact reasons. Use this metric to review comprehensive breakdowns of specific customer engagements. |
| View Customers Watchlist | Shows a unique, unfiltered list of all interacting customers, including your matching accounts, contacts, users, and leads. Review key metrics for each customer, such as total interactions, last contact channel, and overall sentiment, to facilitate targeted analysis. |
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