What is it?
The Experience Reasons dashlet in TruVoice is designed to help users understand the primary perceptions your customers have of your solution. It complements the Outcome Reasons dashlet and aims to provide insights into areas where customers are having the most positive, negative, or neutral experience with your solution based on data-driven insights.
Glossary
- Dashlet: A customizable, self-contained data visualization on the TruVoice Dashboard that surfaces relevant, specific information at a glance.
- Outcome Reasons: Another feature in TruVoice that focuses on understanding the reasons why you win or lose deals.
Experience Reasons Dashlet: A widget that shows positive and negative experience reasons with their frequency and impact.
Key Benefits
- Understanding Customer Experiences: Experience Reasons allow users to gain insight into the top reasons contributing to positive or negative experiences with your solution.
- Data-Driven Insights: These insights are derived from data collected from web or phone interviews, compiled by human analysts and/or automated analysis.
- Value Assessment: Users can assess the potential revenue at risk by analyzing criteria frequently associated with negative experiences and strategize on what's needed to ensure those customers do not defect or churn.
Navigation
The Experience Reasons dashlet can be found on the Role-based Dashboard homepage, if prescribed a role that has it by default, or it can be added manually. This dashlet provides details into the frequency, percentage breakdowns, and value assessments related to positive, negative, or neutral experiences.
Dashlet Title: To set any custom title for the dashlet. It is set to "Experience Reasons" by default.
Dashlet Width — Controls how much horizontal space the dashlet occupies across device sizes.
Dashlet Height — Controls the vertical display size of the dashlet.
Filters — Configurable criteria used to restrict or refine the data shown in the dashlet.
Subtitle — A short supporting description displayed below the dashlet title.
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Experience Tabs — Switch between:
Positive Experience
Negative Experience
Neutral Experience
More Options (⋯) — Additional dashlet actions (such as edit, help, or remove — based on permissions).
Search and Filter
Search box to quickly filter rows by reason name or category.
Filters results in real time within the selected experience tab.
Table Columns
Reason — The experience driver or reason extracted from feedback (e.g., Value perception, Ease of use).
Category — Group classification of the reason (e.g., Pricing & Value, Solution, Support).
Frequency — Number of times the reason appears in feedback.
Frequency % — Percentage share of this reason compared to total feedback records.
Major — Count of mentions marked as major impact.
Major % — Percentage of major-impact mentions.
Minor — Count of mentions marked as minor impact.
Minor % — Percentage of minor-impact mentions.
Value — Total associated deal/revenue value linked to this reason.
Value % — Percentage contribution of this reason to total value.
Sorting & Column Controls
Column headers include sort icons to sort ascending/descending.
Column menu (⋮) allows column-level actions such as sort or visibility control (if enabled).
Insights Footer
More Insights — Navigates to a deeper analytics or detailed insights view.
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Summary Line — Shows total customers and total value represented in the current dataset.
Example: Based on feedback from 18 customers worth $1.8M
Filter Indicator — Filter icon shows when filters are applied.
Example Use Cases
- Customer Success Monitoring: Customer Success Representatives can utilize Experience Reasons to monitor and understand the factors driving positive and negative experiences their customers are having.
- Holistic Analysis: Customer Success Managers can use Experience Reasons to analyze customer experiences holistically or on an individual customer success representative basis.
- Product Analysis: Users can set up dashboards to analyze the impact of specific product features or capabilities on customer experiences, helping identify areas for improvement for a specific products.
- Executive Reporting: Experience Reasons data can be presented in executive-level meetings or board presentations to showcase key insights into current customer health and inform strategic decisions.
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