Overview
The Spotlight View provides a powerful drilldown into the performance of a business's teams and locations. It's designed to move beyond high-level metrics, allowing businesses to see the individual customer responses that make up a team's score. This report can be used to understand the "why" behind the numbers, identify top-performing teams for recognition, and pinpoint areas that may require coaching and support.
How to Use Spotlight View
The Spotlight View can be found in the main navigation menu under Dashboard > Spotlight View. If this option is not visible, it may need to be enabled for the account. Please contact your Customer Success Manager or our support team to have this feature enabled.
Header Controls
At the top of the page, several filter controls are available to customize the view:
- Breakdown: Choose whether to view a list of Teams, Locations, or User Roles.
- Metric: Select the primary metric for analysis, such as NPS, CSAT, or Five Star.
- Timeframe: Define the date range for the data, with options like the last 7, 30, or 90 days.
The List View
The column on the left displays a complete list of items based on the selected breakdown (e.g., Teams, Locations). Each item in the list provides a quick summary, showing:
- Team/Location/User Role Name
- Current Score
- Total Response Count
A specific item can be found using the search bar at the top of the list. The list can also be sorted by name, score, or response count to quickly identify key players. The currently selected item will be highlighted.
Understanding the Drilldown View
When an item is selected from the list, the right-hand column populates with its detailed performance information.
Score Header
At the top of the Spotlight View is the Score Module. This card highlights the most critical performance indicators at a glance, including:
- The primary score for the selected timeframe. This is accompanied by a trend indicator that shows whether the score has increased, decreased, or remained flat compared to the previous period.
- How the selected data ranks in comparison to the other data points in the same category.
- Focus Area: If the specific team or location has a focus area applied, this will be visible on the top right.
Scorecard & Themes
The drilldown view contains two key analytical components: the Scorecard and the Themes component.
- The Scorecard shows a breakdown of the overall score based on specific questions from the survey. If a scorecard has not been configured for the survey, this area will not populate.
- The Themes component shows the breakdown of themes that have been automatically detected across the survey responses.
Both of these components can be toggled to display data by overall score or by total response counts.
Responses Module
Below the analytical components is the Responses Module, which shows a feed of the individual customer comments and scores. These are the raw responses that contribute to the thematic analysis, score, and scorecard data.
If there are more than 20 responses, clicking the “View All Responses” button at the bottom of the feed will navigate the user to the main Responses page, pre-filtered for the selected item.
Troubleshooting & Permissions
Why can't I see certain Locations or User Roles?
User Roles: Only user roles that have "locked filters" configured are available for selection in the Breakdown dropdown menu of Spotlight View.
Locations: For locations to be viewable in Spotlight View, they must be set up correctly:
- First, set the custom field associated with your business locations in the Data Management settings or Locations App configuration. By default, this field is location_id.
- Next, set up the individual locations in the Locations App.
- Responses must have a value in the configured locations field in order to show up.
Who can access Spotlight View?
Head Office and Frontline Manager user roles on Grow and Transform plans have access to the Spotlight View. For both role types, the data they can see is determined by their configured "locked filters".