The latest version of Customer Monitor has a new look, a raft of new features and a completely revamped set of processes to make it as easy as possible for you and your team to access and analyse your customer experience.
There have been a lot of changes, however, and even returning users may discover that some parts of the interface aren’t where they were in previous versions.
To introduce you to the new-and-improved Customer Monitor, we’ve created a set of documents, tutorials and feature overviews to highlight the major features and changes.
In this overview, we’ll run through the most significant areas of the new Customer Monitor, highlighting the most important features and enhancements; explaining how you can use them to analyse and improve your customers’ brand experience.
You can either read through this blog, or check out our overview video above!
NB You may see features listed here that are not currently activated for your account. If you see a feature you are interested in, simply get in touch with your account manager.
Here are the sections we are going to cover:
- The Dashboard
- The Navigation
- All Comments
- Marcs (Most At Risk Customers)
- MVPs (Most Valuable Promoters)
- Key Improvements
- Extra Questions
- Emerging Themes
- NPS Breakdown
A quick note on mobile
You can now access CM on mobile, tablet or computer, and all core functions are available regardless of what device you use. As long as you have an internet connection, you can access your data.
The Dashboard is your first port of call when you log into Customer Monitor. It provides you with a broad overview of your Net Promoter Score performance so far, as well as what you can do to improve.
Once you have set your relevant date range in the top left-hand corner, you will be able to get instant access to your NPS data for that time period. This is presented in the gauge seen above, as well as a breakdown of that score into passives, detractors and promoters in the pie chart to the right. You can also segment this data further by navigating to the segmentation filter, located at the top of the dashboard.
Your most-at-risk customers, or MARCs, are also presented on the Dashboard, as well as their current resolution position. All those respondents who scored you between 0–4 are highlighted here, giving you the opportunity for contact and resolution.
- Most recent comments, and
- Recent user activity.
Both of these are located to the right-hand side and bottom-right respectively.
Most recent comments feed gives you recent customer responses to your surveys, along with the respondent’s name and contact details.
The recent user activity feed, on the other hand, provides you with a stream of what your customer experience team are doing to resolve these MARCs.
Existing features have also been overhauled:
- Date ranges now have pre-set time periods (such as last 30 days, last week, etc).
- Segmentation filters has a more user-friendly interface.
- The NPS Trend graph has a display interval.
- MARCs and Respondents boxes have percentile counters comparing the current period to the previous period.
You will also notice a percentage in the bottom right hand corner of many metric boxes through Customer Monitor. Generally, these are telling you the change in volume of that particular metric for the selected date range compared to the previous period.
If you notice a particularly large change in the percentage (1,000% increase ,for example), this may be because Customer Monitor was not as active during the compared period. For example, you might activate CM in December 2016, and then compare 2016 to 2017 at the end of December 2017. You would have a large jump in respondents, because you are actually comparing a single active month to an entire active year.
Keep that in mind for all of your metrics!
You can get more tutorials on the Dashboard here.
The Navigation Bar
The navigation bar has been broken down into feedback and analysis, to give you a better idea of who needs to use each section, and why. We’ve also reduced the number of different sections and renamed them to give a better indication of what they are used for.
- The Likelihood section is now Retention
- The Word Clouds section is now Emerging Themes
- The Segment Comparison section is now NPS Breakdown
An all-new area is MVPs, or most valuable promoters, which acts in much the same way as MARCs, but deals with high-level promoters rather than low-level detractors.
The sidebar is also your gateway towards account settings, which can be accessed through the drop-down bar underneath your username.
You can also access Help & Support through the labelled box at the bottom of the sidebar.
Upon completing the standard NPS survey, your respondents will get a chance to leave a comment on why they gave you the score that they did. All Comments is where these responses are collated.
Much like on the Dashboard, you can then segment these responses to drill down into who is scoring what, and why. This can be done by
- Time period
- Different client demographics and traits
- NPS Status: promoter, detractor or passive
You can also search for a specific respondent. These options are located at the top of the page.
The most notable change for returning users here will be the inclusion of the export options section. This will allow you to download the data as you have structured it in CM (download as CSV) or unstructured, downloading all the data every respondent regardless of CM structure.
This makes it easier to collaborate with others who may not have access to Customer Monitor, or for any other reason that you may need the raw data available from the NPS surveys.
You can get more tutorials on All Comments here.
MARCs (Most at Risk Customers)
Anyone who scores below a 7 on the NPS survey will be counted as a detractor, but those who score at a 4 or below will be defined as your most-at-risk customers, or MARCs. This section groups these responses together, as well as their contact details, commentary, resolution status, days unresolved and MARC notes.
Much like on the dashboard, you can filter these sections by:
- Date range
- Demographics customer/transaction trait segmentation
- Resolution status
The export options here are the same as the All Comments section as well.
You will also recognise the MARC workflow from the Dashboard here, which provides an overview of how many MARCs you have, and what stage they are at in the resolution process. Each of these metrics also have a direct link to a relevant action, such as “see what was done” for resolved MARCs and “resolve them now” for unresolved MARCs.
A little more on the MARC notes: once clicked, this will provide a dropdown overview of the commentary made so far by your customer experience team. This will provide an insight into the resolution process that is ongoing or completed, providing more detail on what has happened and why.
You can get more tutorials on MARCs here.
MVPs (Most Valuable Promoters)
The MVPs area provides a similar function to the MARCs section. Rather than presenting your worst scorers, instead it only presents those who have scored a 9-10 in the survey.
Other than this, this area operates in much the same way as MARCs. You can filter by:
- The date range
- Contact status
You can also download the data in full or in part.
One particular point to highlight is the difference in resolutions and the addition of testimonials. Your top scorers will be given the opportunity to provide a testimonial after they score your brand highly — but not all of them choose to. The resolution status highlights those who have or haven’t done so, and presents an opportunity for your team to contact them to get more information or solicit a recommendation.
You can get more tutorials on MVPs here.
During the survey, respondents are asked to give a reason for their score, as well as a key area for improvement. These are two separate questions: the MVP and MARC areas deal with the reason for the score, whereas Key Improvements focuses on the area for improvement question.
Here, you can see these recommendations collated, along with the respondents’ NPS and contact details. You are also provided with a word cloud that records how often certain words appear in these recommendations.
The global filter sections are also present here, allowing you to filter by segment and date. You can also download the data in full (export all data) or in part (export this table)—this can be helpful if you want to find a specific respondent's details.
Returning users will note that we have also removed the pop-ups for a smoother and less interruptive experience.
You can get more tutorials of Key Improvements here.
Your survey will also include a customised question regarding retention. This will be unique to your business.
This section of CM presents this data, giving you an overview of your long-term retention: this section was named ‘Likelihood’ in previous versions.
Note the global filter and export options. You can also access a unique retention filter setting, which once clicked will present you with a table of all those who responded with that particular result. You can also filter by simply clicking the graph section you would like changed.
You can get more tutorials on Retention here.
Your survey may include some additional questions beyond the standard NPS inclusions. You can view the responses to these questions here.
You have the standard segmentation options as well as the data download, but you have an additional drilldown option. This profiles specific responses and creates a comparative table at the bottom of the page. In this example, the main pie chart compares “yes” and “no” responses, but the table breaks this down into separate segments.
The specific drilldown dimensions will be unique to your business, and can include anything from gender to age to agent used to employment status.
Returning users should note that the additional questions no longer drop down on the sidebar, but rather have an on-page drop-down bar for ease of use.
Here, you can investigate the common ideas expressed in the reasons for the respondent’s NPS score. This section used to be called Word Clouds, but has now been renamed to make its function more obvious.
The green word cloud is related to promoters, yellow for passives and red for detractors. These colours are now universal across Customer Monitor.
You can explore a specific word and its associated comments by clicking on the word itself, or more generally through the ‘explore this theme’ button below each cloud. A third option is to filter directly through the NPS filters to separate the word clouds. You also have access to the typical date range and segmentation filters, located at the top.
Once clicked, you will be taken to a separate view that operates in much the same way as the Key Improvements page, but deals with comments rather than key improvements. You get the same table breakdown, with the contact details, dates and relevant NPS scores — all of which you can download directly in full or in part via the export options.
You can use this area to get a more detailed overarching view of your NPS score, including the base score for a given date range, a chart demonstrating your split between promoters, detractors and passives, as well as an NPS trend chart. This section used to be called Segment Comparison, but we renamed it to make its function clearer.
You can use the aptly-named ‘drilldown’ tool to investigate your data further. The segmentation filter can give you more detail on:
- Specific groups of people
- A certain date range, and
- What agent they were contacted with
However, the drilldown presents a comparative table, an example of which you can find above.
You can also put multiple tables onscreen at once, providing greater depth of information for analysts and staff members.
This is just a broad overview of some of the most important features and changes for Customer Monitor so you can get started in your analysis. But we’re not done just yet: Over the next few weeks, we’ll be releasing more specific resources to show you how to make the most of your data. Keep an eye out for future development!