Interactive Reporting Modules for Experience Optimization

by Phil A.

This article examines each of the interactive reporting modules for Experience Optimization, which can be accessed in the "Analyze" section of the iPerceptions Platform, in the "Specialized Framework BI" page:  

Specialized_Framework_BI_Experience_Optimization_Full_View_Demo_Example.png 

The reporting for Experience Optimization is divided into the following modules:

Filters

Scorecard

Response URLs

Concepts

Responses

 

Filters

By default, each of the reporting modules show data collected from all respondents.  Filters are provided at the top of the reporting with which you can focus your analysis based on the following criteria:

Specialized_Framework_BI_Experience_Optimization_Filters.png

  1. Date: Date range during which responses were collected (Default: Last 3 years)
  2. Language: Version of Experience Optimization survey completed by respondents (Default: All)
  3. Intent: Reason for why respondents visited the website (Default: All)
  4. Browser: Browser used by your respondents during their visit (Default: All)
  5. Search URLs: URLs on which responses were collected (Default: Empty)
  6. Search Responses: Keywords found in the open-ended responses (Default: Empty)


Note that additional filtering capabilities are also available within the reporting modules themselves.  Each of the reporting modules’ filtering capabilities are examined in their respective sections of this article.  

 

Scorecard

The Scorecard module provides an aggregate view of the data collected with the Experience Optimization survey:

Specialized_Framework_BI_Experience_Optimization_Scorecard.png

 

  1. Referral Rating: Average rating (on a scale from 0 to 10) provided by respondents to the question “How likely are you to recommend this website?”.
  2. Response Count: Total number of responses collected.
  3. Sentiment: Number of respondents who classified themselves as being Satisfied, Neutral, or Unhappy when asked the question “How is your visit?”. 

By default, the data shown in the reporting modules focuses on data collected from all respondents.  Selecting the Satisfied, Neutral or Unhappy options in the Scorecard updates the data in the other reporting modules to focus on the responses provided by those with the selected sentiment.  To remove this filter, simply select this sentiment option again in the Scorecard.

 

Response URLs

The Response URLs module aggregates the URLs on which respondents completed the Experience Optimization survey:

Specialized_Framework_BI_Experience_Optimization_Response_URLs.png

  1. Response URLs: Pages on which respondents completed the survey.
  2. Count: Number of responses collected on these URLs.
  3. Rating: Average referral rating (on a scale from 0 to 10) provided by those who completed the survey while on these URLs.

By default, the data shown in the reporting modules focuses on data collected throughout your website.  Selecting a URL in this table updates the data in the other reporting modules to focus on responses provided by those who completed the Experience Optimization survey on this specific URL.  To remove this filter, simply select this URL again.

 

Concepts

The Concepts reporting module examines the frequency that certain concepts appeared in respondents’ open-ended answers when asked to specify why they were Satisfied, Neutral or Unhappy with their website visit. 

Concepts are semantically derived by linking open-ended answers to categories, and fine-tuned for specific industries and site objectives, allowing you to obtain a quick summary of the nature of the open-ended answers collected with your survey.  Respondents’ likelihood to recommend the website based on the concepts identified is also examined:

Specialized_Framework_BI_Experience_Optimization_Concepts.png

  1. Concepts: This chart shows the concepts that were derived from respondents’ open-ended answers, listed in order of their frequency.  The counts for these individual concepts are provided to the right of their respective bars. 
  2. Referral: The color of the bars represents respondents’ likelihood to recommend the website based on the concepts identified in their open-ended answers.  The recommendation level for a concept is based on how much it differs from the recommendation level for all respondents:

    • Green: Above average likelihood to recommend the website
    • Grey: Average likelihood to recommend the website
    • Red: Below-average likelihood to recommend the website

By default, the data shown in the reporting modules focuses on data collected from all respondents.  Selecting a concept in this chart updates the data in the other reporting modules to focus on responses provided by those whose open-ended answers included this concept.  To remove this filter, simply select this concept again. 

 

Responses

The Responses reporting module examines the open-ended answers provided by respondents when asked if they were Satisfied, Neutral, or Unhappy with their visit:

Specialized_Framework_BI_Experience_Optimization_Responses.png

  1. Date: The date on which these responses were provided.  Responses are listed in the order of when they were provided, starting with the most recent response.
  2. Responses: Open-ended answers provided by individual respondents. In the event that a response is truncated in the table, simply hover over the comment to review the full comment. 
  3. Intent: The reason for why this respondent visited your website.
  4. Rating: Referral rating (on a scale from 0 to 10) provided by this respondent.
  5. Sentiment: Whether this respondent stated that they were Satisfied (green), Neutral (blue) or Unhappy (red) with their website visit.

By default, the data shown in the reporting modules focuses on data collected from all respondents.  Selecting an open-ended answer in this table updates the data in the other reporting modules to focus on data specific to this respondent.  To remove this filter, simply select this open-ended answer again.

You can obtain additional information and context for individual open-ended responses by hovering over the Sentiment icon for this response:

Specialized_Framework_BI_Experience_Optimization_Technical_and_Clickstream_Info.png

The following additional information is available for each respondent:

  • Browser: The browser and version number used.
  • Operating System: The operating system used.
  • Email / SMS: The email address or SMS number provided (optional question).
  • Concept: Concept(s) that were derived from this open-ended response.

A * symbol will be shown if multiple concepts were derived from the same response (see example above).  To view all of the concepts that were derived from this response, select it in this table, then refer to the Concepts reporting module.

  • Path: The two URLs visited before and after completing the Experience Optimization survey.
    • 0 (Intercept): URL on which the respondent completed the survey.
    • -1 and -2 (Pre-Intercept): The two URLs visited on the website before reaching the Intercept URL.
    • 1 and 2 (Post-Intercept): The two URLs visited on the website after the Intercept URL.

 

All screenshots included in this article were obtained from the reporting for Experience Optimization, which is available in the iPerceptions Platform, and is powered by Tableau.  Tableau is a registered trademark of Tableau Software Inc..

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