Answer Feedback Details (By Answer) - Analytics Cookbook Recipe
Author: Joe Landers
Difficulty rating: (Basic)
Target persona: Business Analyst, Knowledge Administrator, Training Manager
Customer feedback can be one of the most valuable tools to improving Customer Experience. This report collates all Feedback on Answer incidents into one easy-to-read report.
1 Table (incidents)
1 Standard Columns
2 Columns using formula (1 date_group(), 1 count(*))
2 Variables (1 date_group(), 1 using rtrim(), substr(), instr()) (NOTE: see attached full report write-up for good explanation)
1 Crosstab Display
1 Calculation (total)
Overall description/purpose: Helpful % on the Answer Effectiveness report sheds light on Customer Satisfaction with any given Answer. Opening up the Feedback on Answer Incidents enables end customers who vote "No" (This was note helpful) to provide additional feedback as to why it wasn't helpful.