Feedback Analytics dashboard
Summarize
Summary of Feedback Analytics Dashboard
The Feedback Analytics dashboard enables ServiceNow customers to efficiently track user feedback across various channels, including portals, email, Virtual Agent, kiosks, and Now Mobile®. This dashboard consolidates user feedback responses in a single view and is compatible with the Next Experience theme.
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Key Features
- Access Roles: Users must have specific roles to access the dashboard, including assessmentadmin, escadmin, and surveyreader. Note that the Feedback Analytics dashboard is read-only; customization requires cloning the dashboard.
- Response Trends: Users can clear the Portal filter to analyze response trends across all channels.
- Average Ratings: Displays average ratings over the last six months and trends over time.
- Respondents by Channel: Information on the number of feedback responses categorized by channel (e.g., portal, mobile).
- Top Pages: Identifies pages with the highest feedback responses for both experience and service feedback.
- Experience Feedback Breakdown: Offers insights into experience ratings, including averages and topic-wise ratings.
Key Outcomes
By utilizing the Feedback Analytics dashboard, ServiceNow customers can gain valuable insights into user sentiment and feedback effectiveness, allowing them to enhance user experience and service delivery based on real-time data. This functionality supports informed decision-making and continuous improvement in service offerings.
Track all your feedback responses with the Feedback Analytics for portals, email, Virtual Agent, kiosks, and Now Mobile®.
The Feedback Analytics, previously called the Experience feedback dashboard, helps you track all the feedback responses gathered from your users, in one place.
Feedback Analytics dashboard supports the Next Experience theme.
| Role | Description |
|---|---|
| assessment_admin | This role has access to the assessment components. |
| esc_admin | This role is the Employee Service Center admin. |
| survey_reader | This role can view the contents of the dashboard. |
Clear the Portal filter option, if you want to view the trend of responses, regardless of their channels.
You can see the following trends on the dashboard.
Feedback Analytics Overview
Average rating (last 6 months): Shows the average rating gathered in the last six months.
Average rating over time: Shows the average rating gathered for a period.
Respondents by channel: Shows the number of responses received based on the type of channel used to get it. For example portal, mobile, email, kiosks, or Virtual Agent feedback.
Average rating for service feedback definitions: Shows the average rating for each feedback definition created. For example, the average rating for topic pages residing in different taxonomies or the average rating for workflows.
Service feedback - top pages by responses: Shows the top choices in the pages where feedback is received on the portal.
Experience feedback responses: Shows the number of responses received through the drawer widget or on the modal in the portal.
Experience feedback - top pages by responses: Shows the top choices in pages where experience feedback is used.
Experience feedback
Average rating: The average of the ratings received for Experience feedback.
Experience rating: Basic experience feedback rating data received presented by percentage.
Experience rating - 5 point scale: Number and type of ratings received in both 5 point scale and 5 point numeric rating scale.
Top topics by average ratings: Top topics according to the rating received in descending order.
Topic-wise breakdown of ratings: Topic-wise breakdown of the point-scale rating received.
Experience feedback - top pages by responses: Top pages with the most experience feedback ratings.
Service feedback
Average rating: Average of the ratings received for Service feedback.
Average rating for service feedback definition: Average of the ratings received by Service feedback definition types.
Top topics by average ratings: Top topics according to the rating received in descending order.
Topic-wise breakdown of ratings: Topic-wise breakdown of the point-scale rating received.
Service feedback - top pages by responses: Top pages with the most service feedback ratings.
Tasks
Feedback tasks: Number of tasks displayed by their respective states.
Top pages by feedback tasks: Top pages where feedback is shared and the number of tasks displayed by their respective states.