Compare your business to the industry across the categories that matter most.
The Explorer tab allows you to monitor and analyze business performance, identify customer feedback trends and patterns, and make informed operational improvements using visual industry comparisons and word cloud representations of common review and survey phrases.
Explorer includes only reviews and surveys with comments that carry meaningful feedback. The results exclude blank reviews or surveys (i.e., no comments) as well as comments that are too short or generic.
Top line filters affect the data shown on the tab. You can also filter by Feedback Type (Industry or Employees) and by Surveys (All or check individual surveys to include).
|Domain||Customer comments within reviews and surveys are transformed into text analytic categories. These categories are grouped within the domains that are customized for your account based on industry. Expand each domain to view results broken out by the categories that make up each domain.|
|Feedback||Volume of feedback being analyzed broken out into negative and positive. Feedback includes only reviews and surveys with comments that carry meaningful feedback. The results exclude blank reviews or surveys (i.e., no comments) as well as comments that are too short or generic.|
|Share of Voice||Requires the Compare to Industry box to be checked. Represents your volume of feedback per category compared to the industry.|
|Average Rating||The average of all star ratings from the reviews and surveys tagged per category. Rating scale is 1-5 up to one decimal point.|
|Compare to Industry||Check this box to apply a hashed bar overlay that identifies results per category across your industry. For Example:
If the solid green bar is longer than the hashed bar, your business is surpassing the industry in that category.
If the solid red bar is longer than the hashed bar, your business needs improvement in this category compared to the industry.
Drill Down Charts
Click into any domain or category in the Tornado chat to further explore the feedback fueling that topic. Toggle between three charts, where available.
Top line filters affect the data shown on the tab. You can also filter by Feedback Type (Industry or Employees), Category (full list of domains and categories for your industry, select one), Sentiment (All Sentiments, Positive, Neutral, or Negative) and by Surveys (All or check individual surveys to include).
View a breakout of sentiment by location for the selected category. Hover over the chart for additional details. Include all locations, the top 30, or bottom 30 in the chart.
Sentiment Trend Chart
View sentiment breakout (Positive, Neutral, Negative, and Average Rating) over the selected date range. Hover over the chart for additional details.
Get a snapshot of the most commonly mentioned keywords and phrases in your feedback for the selected category. The size of each word indicates its frequency or importance, and the phrases are color coded according to the review sentiment. Click on the individual keyword or phrase to see the list of reviews where it was mentioned.
The bottom of the page displays the full reviews and surveys tagged for your selected category that fuel the charts above. You can respond, mark as read/unread, flag/unflag, publish/unpublish, forward, and share on connected Facebook and Twitter pages (with proper role permissions).
To access additional options, click the ellipses in the top, right corner. .
Options include: Download PDF, Download CSV, Schedule, or Forward. Any filters that are currently applied to the data set will persist to all request options.
Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).
|Download PDF||Export the current data set into a PDF report. The Title Page of the report includes your account logo, name of the report, time period selected, and locations selected.|
|Download CSV||Export the current data set into a CSV format.|
|Schedule||Create a scheduled report to automatically send an email with the current data set as a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a report Name, Frequency (Daily, Weekly, Monthly, Quarterly, Yearly), Format, and Message to include in the body of the email. You can edit scheduled reports from the Reports tab.|
|Forward||Send the current data set via email with a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email.|
Delivery emails include a link to view the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).
Report links are live for 7 days.