Step 4: Building Your Dashboard (CX)
What's on this page
Qtip: If you are not sent to your dashboard after you save your first data source, click the Settings arrow in the upper-left.
The Basics of Navigating and Editing a Dashboard
Now that you’re inside the dashboard, let’s go over the basics of where you are and how to get around. The numbers on the screenshots correspond to the numbers in the list.
Qtip: Note that you can also navigate through the entire dashboard using your keyboard (use the Tab key to move forward, Shift + Tab to move backwards, and the Spacebar or Return/Enter key to select an option) and navigate and change filters with the keyboard as well.
Qtip: If you’d like to display your page list all the time, click the options next to the Add button, and select Always show pages. This setting applies to all of the dashboards you have switched to the new experience. You can deselect this option any time.
Common Widget Configurations
Sometimes it’s easier to learn by example. We have a support page for every CX Dashboard widget, but rather than ask you to read each of those, let’s learn the basics of widget-building by making some of the most commonly used widgets.
- NPS Change Over Time
- Verbatim Feedback
- Average CES (Customer Effort Score) Over Time
- Showing CSAT Compared to a Benchmark
- Breaking Out Metrics by Teams, Departments, and More
- NPS Breakdowns
Attention: Below, we show how fields appear when mapped in the data mapper. However, these are the same field types you would use in the data modeler.
NPS Change Over Time
Number charts are a useful widget if you want to display a metric (in this case, NPS) and how it has changed over time.
Qtip: The numeric value of NPS should be mapped as a Number Set, which is what we’re using in this example. The NPS group should be mapped as a Text Set.
Qtip: See the Number Chart support page for more customization options.
Verbatim Feedback
When collecting verbatims (or “open feedback”), you always want to map these fields as Open Text. From there, you have a few widget options you can use to display this data. Word clouds are a quick, popular choice. However, if you want to communicate more detailed information about verbatims and the customers who provided them, we’d recommend using a response ticker instead.
Response tickers display a scrolling list of the responses your customers provided in addition to a numeric score, such as a CSAT, NPS, CES, or anything else you desire to highlight with their response. That way you can see both the rating a customer provided and the specific feedback they had about the experience.
Qtip: See the Response Ticker support page for more customization options.
Average CES (Customer Effort Score) Over Time
Qtip: Do you need a line graph? Do you want to chart trends over time? You should almost always use the line chart widget rather than the trend or simple chart.
The line widget is perfect for reporting how a metric such as CES (or CSAT, or NPS, or any other metric) has changed over time. In this example, we’ll show how the average CES changed, but you can use any metric you want.
Qtip: See the Line and Bar Charts support page for more customization options.
Showing CSAT Compared to a Benchmark
Sometimes you don’t necessarily want to show a change over time – you just want to know what the department’s CSAT is right now, and how it compares to the CSAT your department should have. Gauge Charts are the perfect widget to accomplish this!
The rest of the values are up to the standards you have set. In our example, we consider CSATs 1 to 4 to be below expectations, 4 to 4.70 to be fair, and greater than 4.70 to be excellent.
If you only want to judge when a CSAT has moved from “Good” to “Bad,” you can click the minus sign ( – ) next to any value to remove it. You can also add more value ranges by clicking the plus sign ( + ).
Qtip: Are your stakeholders interested in seeing how your department’s all-time CSAT holds up, or are they only interested in this quarter’s CSAT? If your data source has multiple months, weeks, or even years’ worth of data, you should probably add a date filter to the page or to the gauge chart widget.
Qtip: See the Gauge Chart support page for more customization options.
Breaking Out Metrics by Teams, Departments, and More
Sometimes you’ll need to break out information by multiple levels. For example, let’s say we’re communicating call center data, such as number of calls. We can break this information out so we see these metrics by employees, managers, and locations. The widget best equipped to report this way is the table widget.
In this example, we work at a call center with 3 locations and 2 managers at each location. We want to see the number of support phonecalls, emails, and chat per manager and office location.
- Type of Request (chat, email, or phone support request)
- Office Location
- Manager
This is what the finished product looks like:
Qtip: See the Table Widget support page for more customization options.
NPS Breakdowns
Users often like to see a breakdown of how many customers fit into each NPS group. While pie charts can be handy, people generally prefer to use breakdown bar widgets for this.
Qtip: See the Breakdown Bar support page for more customization options.
Filtering For Your Audience
In a few of the example widgets we made, we talked about filters. Filters can be incredibly useful for narrowing down data according to what your dashboard users are most interested in seeing. You can add filters to the whole page of a dashboard, or just to one widget at a time.
Filtering doesn’t just mean permanently restricting data – it also means providing your users with the filters they might want to apply to their data.
Qtip: Be thoughtful about the information you include within your dashboard. You can use data restrictions and filters to control the data users see, but if there are sensitive fields within your dashboard, consider excluding them completely from the dashboard data or adding them to a separate dashboard with limited access.
Filters for General Use
Filters you may add to a page or a widget for users to adjust as needed:
- Date filters, so managers can adjust and compare time periods as needed.
- Employee, so managers can see a particular direct report’s stats.
- Office location, so department heads can compare performance across locations.
- And more…
Qtip: If you select specific values while editing your filter and then exit out of editing mode, the filter will be applied automatically for your dashboard viewers. In the below example, the value Sales was selected for the filter, “Department” When dashboard viewers go to this dashboard, the filter “Department” will automatically be set to filter for Sales.
Restrictive Filters
Filters you may add to a page or widget and lock, so no further adjustments can be made:
- A date filter on the dashboard that only shows the relevant fiscal quarter or year’s data.
- Adjusting a field like Department so it always matches a user attribute. That way only members of the department see their own data.
Attention: Although filters can be used to restrict data, you should focus on restricting data using roles. Roles allow you to determine what data fields or dashboard pages a group of users is allowed to view. We will go over these in the last lesson.
FAQs
How can I stay up to date on new Qualtrics features?
How can I stay up to date on new Qualtrics features?
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What are CX Dashboards?
What are CX Dashboards?
Can Dashboards projects only be used for customer experience research?
Can Dashboards projects only be used for customer experience research?
That's great! Thank you for your feedback!
Thank you for your feedback!