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.

IN THIS ARTICLE

1. Availability of filtering and comparing in the platform
2. Refine results
1. Filter on participant attributes
2. Filter sets
3. Filter on answers to survey questions
4. Comparing two groups
5. Filter chips
6. Make filters invisible

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 on answers to survey questions.

Based on the answers to the different survey questions, you can filter out people who gave a certain answer:

• In dashboards, you can filter a widget or the whole dashboard (paid module).
• In conversations, you can filter the whole conversation list by one or more answers to one or more survey questions.
• In analysis, you can filter all tabs on the answers of other survey questions.

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.

... back to top

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.

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.

... back to top

3. Filter on answers of survey questions

It can be interesting to be able to filter on answers that people gave on a survey question:

• Add widgets to your dashboard with a filter on everyone who gave a 5 on the 1-5 score question to ask how happy they were regarding the friendliness of the personnel.
• Get a list of all people who answered yes on "Do you want to be contacted after this survey?" in conversations to assure an easy follow-up.
• Filter in analysis on everyone who ticked the "home insurance" box when asked which insurances they have, to immediately see what their NPS is.

Filtering on one or multiple answers is available for following types of survey questions:

• Metrics: CSAT, NPS, CES: both on score groups (depending on the metric question) and the individual scores.
• Score questions: 0-10, 1-5: on all individual scores.
• Multiple and single choice questions: on all defined options.
• Yes / no questions: on yes and no.

1/ Dashboards

In dashboards, filters on survey questions are available both in the general dashboard filter (paid module) and the widgets themselves.

Keep in mind that not all dashboard widgets can be filtered on survey answers. The widgets related to response rates (general and text response rate) and the team performance widget are not impacted by this filter. So if you use the general dashboard filter, those widgets won't be impacted.

2/ Conversations

In conversations, question filters are available directly below the status filters.

3/ Analysis

In analysis, all questions are available to filter on, except the question that is shown on the current tab.

... back to top

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. 

... back to top

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.

... back to top

6. 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: From the home screen of your Hello Customer account, click on the Touchpoint settings icon below the touchpoint name:

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:

On the touchpoint settings overview page, there is a Metadata keys block where you have an overview of all metadata keys present in this touchpoint. Next to every metadata key, there is a checkbox to choose whether the metadata key is visible for this touchpoint or not.

An example would be when you send along a salutation (e.g. "Dear sir", "Dear madam") to personalize your survey e-mail.

... back to top