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In-App Dashboards
You can access the in-app dashboards through the app in CRM Analytics Studio.
Required Editions
| Available for an additional cost in: Enterprise, Unlimited, and Developer editions where Salesforce Surveys is enabled |
The Customer Lifecycle Home dashboard gives a quick insight into the key metrics based on survey responses.
Customer Satisfaction Lifecycle Map
Track customer satisfaction and the performance of your engagement channels based on the Customer Satisfaction Rating (CSAT) throughout the lifecycle. The dashboard’s charts answer these questions:
- Overview page:
- Which stage of the lifecycle needs attention?
- How many participants responded to the surveys?
- What’s the distribution of participants?
- What’s the average CSAT score?
- How actively involved are my customers?
- What’s the CSAT score for my engagement channels across customer lifecycle stages?
- Trends page:
- How did the CSAT score trend over time?
- How satisfied are my customers?
- What’s the change in CSAT Score for a selected period?
- How did the CSAT score across stages trend over time?
- How engaged are my customers over time?
- What’s the trend of my engagement-channel performance?
Customer Net Promoter Score Lifecycle Map
Gain insight into customer loyalty and monitor the performance of your engagement channels based on the Net Promoter Score (NPS) throughout the lifecycle. The dashboard’s charts answer these questions:
- Overview page:
- Which stage of the lifecycle needs attention?
- How many participants responded to the surveys?
- What’s the distribution of participants?
- What’s the average NPS?
- How actively involved are my customers?
- What’s the NPS of my engagement channels across customer lifecycle stages?
- Trends page:
- How did the NPS trend over time?
- How satisfied are my customers?
- What’s the change in NPS for a selected period?
- How did the NPS across stages trend over time?
- How engaged are my customers over time?
- What’s the trend of my engagement-channel performance across customer lifecycle stages?
Response Analysis
Gain insight into your customer experience based on their response to different questions. The dashboard shows a detailed analysis of response data for a survey, question type, or question. The dashboard’s charts answer these questions:
- Which are the most and least selected answer choices?
- How did the answer choices trend over time?
- How did the rating or score change over time?
- What's the distribution of the survey responses?
- What’s the comparison between survey responses?
- What’s the response breakdown to a matrix question?
- What’s the demographic distribution of the responses to a matrix question?
- What’s the average response score to a matrix question by state or gender?
Response Distribution
Get an overview of the response distribution across surveys and customer lifecycles. The dashboard’s charts answer these questions:
- How many participants responded to the survey?
- How did the survey responses trend over time?
- How responsive and satisfied are my customers?
- What’s the demographic distribution of the survey responses?
- Which are the least-rated questions in the survey?
Topic Analysis
Analyze trending topics and learn how different areas of your business are performing. Topics group survey data by common themes. When you filter data by a topic, all the survey data tagged with the topic appears on the dashboard. The dashboard’s charts answer these questions:
- Which are the trending topics?
- What’s the distribution of topics based on geography and demographics?
Cross-Tabulation Analysis
Identify the correlation between survey responses. The dashboard’s charts answer these questions:
- What’s the correlation between choice and rating responses?
- What’s the distribution of choice and rating responses?
- What’s the distribution of survey participants based on geography and demographics?
Sentiment Analysis Home
Get an overview of the overall sentiment of your customers and analyze the relevant metrics to focus on areas that need improvement. The dashboard’s charts answer these questions:
- What's the overall sentiment for the company?
- What's the sentiment for each stage of the customer journey?
- What areas or topics have positive customer sentiment?
- Which areas are customer pain points and need improvement?
- How does the positive sentiment trend over time to see the effect of changes made?
- What's the sentiment for each location?
- Which are the areas to focus on?
Customer Net Promoter Score and Sentiment Lifecycle Map
Gain insight into customer loyalty and monitor the performance of engagement channels by analyzing the NPS and customer sentiment for each stage of the lifecycle. The dashboard’s charts answer these questions:
- Overview page:
- What's the NPS and sentiment across each journey map and stage?
- What's the response rate of customers?
- How do we compare and analyze the sentiment and NPS for different lifecycle stages?
- How do we track the sentiment by channels and topics?
- How does the sentiment vary across mediums?
- Which stage of the lifecycle needs attention?
- Trend page:
- How did the sentiment trend over time?
- How satisfied are my customers based on the sentiment analysis?
- What’s the change in sentiment for a selected period?
- How did the NPS and sentiment across stages trend over time?
- How engaged are my customers over time?
- What’s the trend of my engagement-channel performance across customer lifecycle stages?
- Natural Language Processing Dashboard
Use the Natural Language Processing Insights dashboard to analyze survey responses and gain comprehensive insights into customer sentiments, extracted keyphrases, and entities. Monitor changes in customer sentiments over time and analyze keyphrases and entities that frequently appear in survey responses to make data-driven decisions and enhance customer satisfaction.
