The Filter Bar is a treasure trove of information that allows you to not only pick and choose the specific customer feedback data you're looking for, but also to save specific views and get weekly email updates on the information that is most important to you.
PLEASE NOTE: Our filters are very "sticky!" If you add a filter on the Dashboard or Responses page, it will stay there until you remove it. So, if your Dashboard or Responses page ever looks odd, or if something seems to be missing, check the filters and adjust them as needed. 😎
What Filters are available?
These are common filters applied across all AskNicely accounts and include the following:
- NPS Type: this includes promoters (score of 9-10), passives (score of 7-8), detractors (score of 0-6)
- Comments: whether a customer has left a comment along with their NPS score, or if this has been left blank
- Notes: if there are notes on customer feedback
- Messages: if the customer has received a message from your team or not (includes workflows), and whether they have replied.
- Published: if you've requested a customer comment to be published as a testimonial and they've accepted.
- Conversation Status: if there is an open, or closed conversation with a customer
- Hashtag: Any internal hashtags you've used to track data
Play around with these data filters and see what stories the data has to tell you - and remember, if your Dashboard or Responses looks strange or like something is missing, make sure to check and see if you have any filters enabled.
Include or exclude certain types of responses
You can use the IS filter to only include responses that fit one (or more) criteria, and the IS NOT filter to exclude them. If your data contains a numerical range, you can use GREATER THAN or LESS THAN as filters as well. Some data points also contain an Empty field, which will allow you to include or exclude responses that did not provide an answer to that particular question.
These filters also work with multiple data points in the same field.
Slice And Dice Your Data By Stacking Filters
Our filters allow you to sort multiple data points at the same time.
- See detractors, who have left a comment, but have not received a message
- See promoters, who have left a comment, and are in a particular region
- See all customers, who have a note on their feedback, but have not been messaged yet by your team
Saving a Filter
Once you have filtered the information you need, you can save this view using the bookmark icon in the menu bar.
Getting Digest Emails for Saved Filters
When saving a particular filter you have the option of also receiving a daily/weekly/monthly digest by email.
Filtering by Date
The relative date options are: Today, 1 week, 2 weeks, then 1, 2, 3, 6, and 12 month(s). These are based off the current day, for example: 1 month will show the past 30 days.
There is also a monthly filter that will show data from a specified month (January through December). Selecting "Custom" will let you pick any start and end date. You must click on the start date and the end date in order for this to work; the date boxes will turn blue when you have selected them.
Is there a "best" time period to filter by?
- reinforcing something positive your organization is doing (ex: "In the last 6 months, our NPS for our Support Team has gone way up!")
- challenging the current way of doing things (ex: "Our customer promise says that we will always be responsive, but our "Responsiveness" theme in the last 3 months shows that we are missing the mark on that front.")
- identifying areas of improvement (ex: "In the last year, customers are saying that there have been many more shipping problems."
- highlighting changes based on a specific event (ex: "Since we launched our onboarding process 3 months ago, our Support NPS has gone up!")
Please reach out to the Support Team (email@example.com) if you need assistance.