Metrics Analysis
Your CSAT, NPS and CES reports each drill into one headline metric. Metrics Analysis does the opposite: it's the inventory view that gathers every individual rating metric — every "on a scale of 1–5…" question across all your surveys — and ranks them side by side in a single table. Service time, courtesy, product knowledge, store atmosphere, delivery speed: whatever you ask, it lands in one leaderboard, regardless of which survey it lives in.
If you're a CX or operations manager, this is the report to open when you want to answer "across everything we ask, which attributes score highest, which score lowest, and which are slipping?" There's no single aggregate number here on purpose — the value is the ranked comparison.
What you'll see
A typical Metrics Analysis report includes:
- A ranked leaderboard table — "Rating Metrics' Average Score by Questionnaire and Question title", showing each metric's average score, a delta bar versus the prior period, its response count and the % change in responses. It's sortable and paginated, so you can rank by score, by movement or by volume.
- A monthly trend line chart — the metrics you select, trended month by month, so you can watch a single attribute's trajectory once it surfaces in the table.
The control that defines this report is the Question-Title selector — you choose which rating metrics to compare and trend. Alongside it, filter by date range, workspace and questionnaire to scope the comparison to the surveys you care about.
Put it to work
- Find the worst attribute, everywhere. Sort the leaderboard ascending and the lowest-scoring metric across your entire programme rises to the top of the list — regardless of which survey it came from.
- Catch the slippers. Sort by the delta to surface attributes that are declining even if their absolute score still looks acceptable.
- Prioritize by volume. Use the response count and % change to tell a meaningful dip on a heavily-asked attribute from noise on a rarely-asked one.
- Trend what matters. Pick the few metrics worth watching in the Question-Title selector and follow them month by month in the trend chart.
Rank first, then trend
Use the leaderboard to find your problem attributes, then move them into the trend chart to confirm whether a low score is a one-off or a slide. A single sort turns a sprawling list of questions into a short, prioritized to-do list.