Performance Analytics

Your CX metrics tell you how customers feel. The Performance Analytics family tells you how your programme itself is performing — whether surveys are reaching people, how every rating metric stacks up, how scores differ across segments, how each touchpoint is doing as a whole, and what it all costs in credits. If CX Metrics is the scoreboard, this is the operations room behind it.

Five reports cover five distinct questions, each tailored to your organization's surveys and touchpoints:

• Response Rate — the deliverability and funnel report. Are your surveys actually reaching customers, and where do you lose people between send, open and submit? No satisfaction scores here — this is about reach and conversion.
• Metrics Analysis — the leaderboard. Every individual rating metric across all your surveys, ranked side by side, so you can see which attributes score highest, lowest and are slipping.
• Dimensions Analysis — the segmentation engine. Takes one survey's NPS, CSAT and ratings and cuts them by a dimension you choose — device, store, "would buy again?", and more — to show how the number changes by segment.
• Touchpoint Analysis — the all-in-one stage view. One page that fuses every metric, dimension, question and verbatim for a single journey stage like Checkout or Call Center.
• Credits Analysis — the usage view. How your survey credits are being consumed over time and by survey, so you can manage your plan.

Keep the distinction clear: Metrics Analysis compares metrics to each other; Dimensions Analysis cuts one metric by a segment; Touchpoint Analysis pulls everything together for one stage; Response Rate ignores scores entirely and watches delivery.

The five reports

For the headline scores themselves, see CX Metrics. To compare scores across your stores and sites, head to Location Performance.