What is it?
The Experience Drivers dashlet in TruVoice provide users with insights into the reasons behind both positive and negative experiences within sales opportunities. Similar to decision drivers, experience drivers focus on understanding the factors influencing outcomes, but specifically target feedback related to the customer experience. By analysing real-time feedback gathered through win/loss analysis, TruVoice offers users a comprehensive view of the factors contributing to the success or failure of sales opportunities.
Glossary
- Experience Driver : A key factor or theme identified from customer feedback that influences overall customer experience.
- Dashlet : A configurable widget displayed on a dashboard to visualize specific insights or metrics.
- Ranking Chart : A chart type that orders experience drivers based on their impact or importance.
- Over Time Chart : A visualization that shows how experience drivers change over a selected time period.
- Compare Chart : A chart that compares experience drivers across multiple segments or datasets.
- Frequency Chart : A chart that displays how often each experience driver appears in customer feedback.
- Filters: Criteria applied to narrow down data shown in the dashlet.
Key Benefits
- Comprehensive Insights: Gain a deeper understanding of the factors influencing sales outcomes by analysing feedback related to customer experience.
- Real-Time Feedback: Access insights in real time, allowing for quick adjustments and informed decision-making.
- Enhanced Decision-Making: Use data-driven insights to optimize sales strategies and improve overall performance.
- Clear Understanding: Identify patterns and trends in customer feedback to better address pain points and capitalize on strengths.
Navigation
The Experience Drivers dashlet is found on the Role-based Dashboard homepage, if prescribed to that role, or manually added. Users can navigate to the Experience Drivers section on the homepage to access insights into the reasons behind both positive and negative experiences within sales opportunities. Users can sort between different criteria, including percentages and deal size values, to gain a comprehensive view of the data. The dashboard allows for easy comparison and analysis, enabling users to make informed decisions based on real-time feedback.
- On the dashboard, click on Add Dashlet
- Click on Insert on Experience Drivers
- Configure the dashlet and add Filters as required
- Click on Add to Dashboard
Dashlet Overview and Chart Types
- Ranking: Displays experience drivers ranked based on their measured value (such as frequency or score). Items are shown in descending or ascending order for quick prioritization.
- Over Time: Displays how experience drivers change across a selected time period. This view helps track trends and movement patterns.
- Compare: Enables side-by-side comparison of experience drivers across selected segments, categories, or filter groups.
- Frequency: Shows how often each experience driver appears in the dataset. This chart focuses on occurrence count rather than ranking or trend.
Visual Indicators
Green vertical bar — Indicates positive experience drivers
Red vertical bar — Indicates negative experience drivers
Percentage values — Represent relative frequency of each driver
Counts (Amount) — Represent number of feedback instances or customers
Metric Toggle Icons (Top Right)
Users can switch display modes using the icons:
# icon — Shows count-based values
$ icon — Shows value-based metrics
More options (⋯) — Opens additional dashlet actions
Dashlet Menu (⋯)
Typically includes:
Edit dashlet settings
Help
Remove dashlet
Filters Indicator
Filter icon at the bottom indicates filters are applied
Dashlet data reflects selected dashboard or dashlet-level filters
More Insights Link
More Insights opens a deeper drill-down view
Provides detailed analysis behind the listed drivers
Dashlet Settings
- Dashlet Title: To set any custom title for the dashlet. It is set to "Experience Drivers" by default.
- Dashlet Subtitle: To set any custom subtitle for the dashlet.
- Dashlet Width: To set the width of the dashlet. "Medium" is the default dashlet width.
- Dashlet Height: To set the height of the dashlet. "Small" is the default dashlet width.
- Filters: To set filters for viewing data set reflecting any particular set of conditions, time period, etc.
- Remove Dashlet: To delete the dashlet and remove it from Dashboard.
- Cancel: To close the settings pop-up and cancel any changes made. Data will stay the same as before.
- Save: To save the changes made and close the pop-up. Data will refresh as per the changes made.
Example Use Cases
Identify top experience drivers contributing to positive customer feedback.
Analyze drivers causing negative customer experiences.
Compare experience drivers across regions, products, or customer segments.
Track changes in key experience drivers over time.
Focus improvement initiatives on the most impactful customer experience drivers.
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