The Dashboard section gives you a real-time overview of all the feedback you received on a specific feedback form. You can see what you're doing well and on what aspects there's room for improvement, according to your respondents.
To get to your dashboard, simply click on Forms and click on Dashboard behind a feedback form. This is an example of the dashboard for a 'Starred Platform Evaluation'.
Each feedback form has its own dashboard. To view the feedback on a different form, choose the form you're interested in via the upper left panel.
The overall scores in the grids are weighted average values of all responses in the grid. By clicking on a specific question, you see the details of the scores and comments on that particular element. This applies to all the Starred-grids and NPS scores.
At the top of the screen, you can download the responses on the feedback form. Click on Responses and then on Download responses, you'll receive a CSV file with all responses in your inbox. You can read here how to convert the CSV file to an Excel file.
At the top of the Dashboard, you can compare groups within this feedback form. This is also possible if you made your own groups within your form. If you did not make groups, click here for more information.
The Net Promoter Score (NPS) is also shown on the dashboard. NPS answers indicate whether your clients will recommend your company to friends and/or colleagues. NPS is considered the 'ultimate score' to measure customer loyalty. Want to know more about NPS? Click here!
The Starred Dashboard contains several scores. What is the meaning of these scores and how are they calculated?
- A score per question in the question grid: The score per question is the average score of all scores graded to this specific question;
- A score per question grid: The score for each question grid is a weighted average of the various scores graded per question in the question grid;
- An overall score of the feedback form: The average score top right in the dashboard is the arithmetic mean score of all question grids (excl. the NPS). No weighting has taken place here;
- NPS score: The NPS score is a number between -100 and +100. It is the percentage of promoters minus the percentage of your detractors. A positive NPS is your goal.
How does a weighted average score work? This is our short(ened) explanation of the weighted average score:
In Starred it's possible to leave questions unanswered. That's why not every question has the same amount of responses. This is taken into account when calculating the average score. A question that is answered more often 'weighs' heavier (has a bigger share) in the calculation of the average score on the question grid. Look at the example below.
A question grid contains three questions and has the following results:
Question 1: Average score 8.1 (100 respondents)
Question 2: Average score 6.8 (70 respondents)
Question 3: Average score 9.1 (120 respondents)
Without weighing the number of respondents would mean exactly 8. (8.1 + 6.8 + 9.1) / 3. By taking into consideration the number of respondents, the average is 8.2. This score is calculated by calculating the total score and dividing it by the number of answers given. (8.1 x 100) + (6.8 x 70) + (9.1 x 120) / (100 + 70 + 120) = 8.2.
If you don't want all the question grids to be taken into account in the overall score of the feedback form (because the question is not appropriate), please contact our Customer Happiness Team.