Touchpoint Analysis
Most reports are built around a metric. Touchpoint Analysis is built around a stage of the journey. Pick a touchpoint — Checkout, Store Pick-Up, Home Delivery, Call Center, Box Now — and the report fuses every metric, dimension, metadata cut, single- and multiple-choice question, and open-text comment into one page. It's the most comprehensive single-stage view you can open, and it's "universal": one template auto-adapts to whichever touchpoint you choose.
If you own a touchpoint or a journey stage — a store manager, a channel lead, a journey owner — this is the report that answers "how is THIS stage performing, across every metric, segment and verbatim, in one place?" No tab-hopping between separate reports; the whole picture lives on a single screen.
What you'll see
A typical Touchpoint Analysis report includes:
- A KPI row — Total Responses, NPS, CSAT and CES, each with a delta and a monthly mini-trend.
- Core scorecards and a rating-metrics table — every rated attribute for this touchpoint.
- A "by metadata" block — a response-distribution donut by a chosen metadata field (such as Store), plus NPS-by-metadata and CSAT-by-metadata bars with an average reference line.
- A single-selection-question block — donut, monthly stacked bar and table for a question you choose (for example, "First Call Resolution").
- A multiple-selection-question block — a distribution bar and monthly breakdown for a chosen multi-select (for example, "reason for pickup preference").
- An open-text table — verbatims tagged by month, by question and by NPS segment (Promoter, Passive, Detractor).
Filter by workspace, questionnaire and date range, and use the metric, metadata and question selectors plus the touchpoint-specific dimension filters that auto-adapt to whichever stage you're viewing.
Put it to work
- Brief in one glance. The KPI row plus mini-trends gives you the whole stage's health without assembling it from four reports.
- Localize the problem. Use the by-metadata bars to see which store or channel is dragging this touchpoint, then act where the gap is.
- Read the "why" alongside the "what". Pair a soft score with the open-text table, filtered to Detractors, to hear the reason in customers' own words.
- Track an operational question. Watch a single-selection question like First Call Resolution month by month to confirm a fix is landing.
Start at the top, then drill
Read the KPI row first to spot which metric is off, then jump to the matching block — metadata for where, the question blocks for what, the verbatims for why. The page is designed to be read top-down, from symptom to cause.