Feedback Analytics dashboard
Summarize
Summary of Feedback Analytics dashboard
The Feedback Analytics dashboard, formerly known as the Experience feedback dashboard, enables ServiceNow customers to centrally track all user feedback collected through various channels such as portals, email, Virtual Agent, kiosks, and Now Mobile®. It supports the Next Experience theme and provides a comprehensive view of feedback trends and ratings to help you monitor and improve user experience effectively.
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Access to the dashboard requires specific roles—assessmentadmin, escadmin, or surveyreader. The dashboard is read-only by default; to customize it, you must clone the dashboard first. Additionally, clearing the Portal filter allows you to view feedback trends across all channels collectively.
Key Features
- Feedback Analytics Overview: Displays average ratings over the last six months, ratings over time, respondent counts by channel, average ratings by feedback definitions, and top pages by response volume for both service and experience feedback.
- Experience Feedback Section: Shows average ratings, distribution of ratings on a 5-point scale, top topics by average ratings, detailed topic-wise breakdowns, and pages with the most experience feedback responses.
- Service Feedback Section: Provides average ratings for service feedback overall and by feedback definition, top topics by rating, detailed topic breakdowns, and pages with the highest service feedback responses.
- Tasks Section: Displays the number of feedback-related tasks categorized by their states and identifies pages generating the most feedback tasks.
- User Experience Dashboard: Offers a consolidated view of all feedback data types within the User Experience Analytics dashboard for quick insights.
Practical Benefits for ServiceNow Customers
- Gain a unified, easy-to-access overview of user feedback from multiple channels to inform decision-making and improve service delivery.
- Identify top-performing and underperforming pages or topics based on user ratings and response volumes.
- Track user sentiment trends over time to evaluate the impact of changes or initiatives.
- Monitor feedback tasks status to ensure timely follow-up and resolution.
- Customize the dashboard by cloning it to tailor insights according to your organization's needs.
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.