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Answer Feedback Details (By Answer) - Analytics Cookbook Recipe

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edited Oct 19, 2017 3:39PM in Reporting & Analytics for B2C Service 2 comments

Content





Feedback Details



By Answer



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.



Ingredients:



1 Table (incidents)



1 Standard Columns 



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



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. 

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