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Filtering and comparing customer groups
Filtering on participant attributes (metadata) can be very beneficial in determining how satisfied (CSAT), eager to recommend your company (NPS), or how simple a procedure was for a certain customer segment, as well as how they feel about your staff, products, etc. Comparing different groups to one another can also be interesting which is why we added smart filtering to the platform to simplify this process.
NOTE: It is only possible to filter on certain customer segments if you send along metadata with your respondents. To learn how to do this for the different touchpoint types, you can consult following sources:
IN THIS ARTICLE
1. Availability of filtering and comparing in the platform
Filtering on participant attributes and on metric or score groups can be done in several parts of the platform. However, please note that in each specific part, there are some tweaks to the filter panel to make it more suited for that specific part. Some possibilities are not discussed in this article, but in the article about the specific part of the platform.
Refine results
Filtering on customer segments is available on the platform in the following spots:
- In dashboards to filter out a widget or the whole dashboard (paid module).
- In conversations to filter the general list of conversations.
- In analysis to show the results for a customer segment.
- In key driver analysis to make the analysis more specific for a certain customer group.
- In email stats to follow up on the response rates for a group.
Filter by metric or score groups.
Based on the answer to the focus question (NPS, CSAT, or CES), you can divide the respondents into metric groups.
- In dashboards, you can filter out the ISAAC widget for a certain metric group.
- In conversations, you can filter the whole conversation list by a specific score or a metric group.
- In analysis, you can filter all tabs following the focus question on metric groups.
Comparing different segments
You can compare two groups in
- Analysis
- Email stats
HINT
If you selected all your filters, or if you do not wish to filter, you can collapse the filter panel by clicking on the filter icon to make more space for the other content on the page.
2. Refine results
2a. Filter on participant attributes
Filtering the results for a certain customer segment can be done by filtering on participant attributes, aka smart metadata.
NOTE: To get the most out of the Smart filtering, it is necessary to make your metadata smart in the participant attribute mapper. There, you can define what data types your metadata are. Learn more about it in this article. However, do not worry. If you do not map your metadata keys in the participant attribute mapper, they will be shown as text in the smart filtering, as described below.
Every data type has its own visualization that is best suited for this type:
1/ Boolean
Booleans are keys with values that are either true or false. Most of the time, they will represent an answer on a yes or no question. Examples are:
- First time right = Answer on the question "Did we solve the problem in our customer service center with one e-mail / phone call?"
- Bought online = Answer on the question "Did this customer buy something online?"
- Car insurance = Answer on the question "Does this customer have a car insurance?"
In the participant attribute mapper, you can define which values represent the yes answer (true) and which ones no (false). In the Smart filtering, you will be able to filter on yes or no. If there are several values that represent yes / true, they will be combined into one option to filter on.
2/ Number
Numbers are keys with numeric values. These can be numbers with or without decimals. Examples are:
- Age = The age of a person
- Pieces = Amount of items purchased
- Years as customer = The amount of years the customer visits your shop / has an insurance at your company / ...
Numbers are shown in the smart filtering as sliders to make it easy to select a certain range. You can also fill out the minimum and maximum value you want to select. It is possible to fill out the same number as min and max to filter on one value.
3/ Currency
Participant attributes with data type currency, are keys with values that refer to amounts in either €, $ or £. Examples are:
- Purchase amount = The ticket value of the last purchase
- Contract value = The value of for example an insurance contract
Just like for numbers, for currencies sliders are foreseen in the smart filtering to make it easy to select a certain range. Again, you can filter out one value by filling out the same number in the minimum and maximum box.
4/ Text
Text can be anything that is not a number, nor a currency, boolean, date or time. Examples are:
- Employee = The person who helped the respondent on the phone, in the shop, ...
- Type of customer = The type of customer the respondent is, for example B2C or B2B
Also for text, we improved the filtering. All values are shown in a scrollable list and you can use the search bar to look for certain values.
5/ Date
For participant attributes with data type date, there is a date picker available in the filter panel where you can easily select your start and end dates.
6/ Team filter
For the metadata key that is set as teams filter in your touchpoint settings, we have something special. In smart filtering, we allow you to filter on the whole team structure that is set up in the settings.
Example:
Let's assume this is the team structure set up in the settings. The teams on the lowest levels are the values you send along with your respondents to link them to the correct team:
In the smart filtering, this will look like this for admins and people part of the root team (highest team):
Of course, all users only see the part of the team structure where they have access to. If a certain user only has access to one team on the lowest level of the structure, no team filter will be displayed in the smart filtering.
7/ Special cases
For the standard attribute Gender, we will always display three possible values in the smart filtering:
- Female
- Male
- Other
In the participant attribute mapper, you can define which values represent female, male and other in your specific key.
2b. Filter sets
To make it more convenient to filter on certain combinations of values, you have the option to work with filter sets. When you are filtering on several values from either the same or different participant attributes, you can save this combination as a filter set.
The values you added to the filter set will all be automatically selected when you click on it again. Simply click the bin next to the filter set's name to remove it from your list if it is no longer useful. Every part in the platform with the option to filter on participant attributes have the same filter sets you saved available.
NOTE: Filter sets are user specific, so the only one who will be able to use and see the filter sets is the user who created it.
3. Filter on metric or score groups
The answer to your focus question divides your respondents into groups. Depending on the metric, these are:
- For NPS:
- Detractors: score 0-6
- Passives: score 7-8
- Promoters: score 9-10
- For CSAT:
- Unsatisfied: score 1-2
- Neutrals: score 3
- Satisfied: score 4-5
- For CES:
- Disagree: score 1-3
- Agree: score 5-7
1/ Conversations
In conversations, you have a filter on score group which makes it possible to filter out conversations linked to specific scores or to a metric group. The scores and metric groups are adapted to the focus question of the touchpoint.
2/ Analysis
In analysis, you can filter using these groupings on each tab of the questions that follow the focus question. To find out what people who wouldn't recommend your business are unhappy about, you can, for example, filter the NPS-ISAAC tab on detractors or promoters.
4. Comparing two groups
In analysis and e-mail stats, you can activate the compare functionality when you want to compare two consumer segments, such as younger and older customers.
When activated, a second list with all participant keys where you can filter on appears. Every widget will show the two different groups so you're able to compare two groups to each other.
5. Filter chips
When you filter, a chip appears on top of the page. This chip shows you information about what you filtered on: it contains the participant attribute and the values you selected. If you don't want to filter on this participant attribute anymore, you can delete the chip. You'll notice that the values are deselected in the filter panel on the left.
4. Make filters invisible
When you send certain participant attribute keys to the platform for other reasons than to filter on, you can make them invisible. To do this, go to Touchpoint settings > Metadata keys. There are two options to get there:
Option 1:
Step 1: From the home screen of your Hello Customer account, click on the Touchpoint settings icon below the touchpoint name:
Step 2: Click Configure in the Metadata keys tile to open the overview:
Option 2:
Step 1: On the home page of your Hello Customer account, click Touchpoint settings on the left side:
Step 2: Choose the right touchpoint:
Step 3: Click Configure in the Metadata keys tile to open the overview:
Once you are in the overview, you can edit a metadata key by clicking the pencil next to the name of the key.
This will open an extra configuration screen, where you can choose to make this key invisible. Make sure to fully understand the impact of this setting:
- This key will not be available anymore to filter on
- This key will not be shown anymore above a conversation in the conversations part of the platform
- In the export, you will not be able to find this key and its values
An example would be when you send along a salutation (e.g. "Dear sir", "Dear madam") to personalize your survey e-mail.
WARNING: Please note that it can take up to 2 hours before your changes are visible in the platform.