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Key Performance Indicators in Product Insights Dashboard
Learn the calculations of key metrics shown in the Product Insights dashboard.
| METRIC | CALCULATION |
|---|---|
| Overall Sentiment | The sentiment (positive, negative, or mixed) with the highest number of responses. |
| Customer Sentiment | Percentage of responses classified as positive or negative. |
| Number of Responses | Total count of customer responses received. |
| Positive Factors | The factors contributing positively to product sentiment. |
| Negative Factors | The factors contributing negatively to product sentiment. |
| Customer Satisfaction (CSAT) | Calculated as the average of CSAT scores or the NPS score. NPS is derived from: (Number of promoters—Number of detractors) / Total number of responses for NPS. |
| Contact Reason | Top contact reasons by count. |
| Sentiment by Product | Customer sentiment for each product based on received responses, including both positive and negative factors. |
| Sentiment Trend | The sentiment trends over time based on sentiment scores. |
| CSAT Trend | The CSAT trends over time based on CSAT scores. |
| NPS Trend | The NPS trends over time based on NPS scores. |
| Sentiment by Key Factors | Count of sentiment based on key factors influencing customer responses, identifying whether specific factors create positive or negative responses. |
| Responses by Contact Reasons | Count of customer responses for each contact reason. |
| Sentiment by Location | Count of sentiment by each location. |
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