Voice of Customer dashboard

The Voice of Customer (VOC) report is available for all types of experiments and experiences that have implemented the Voice of the customer (VOC) solution to gauge customer satisfaction. This report enables you to review and analyze rating scores and trends, and gain deeper insights into customer relations. To view this report, you must first enable it.

The report shows data for the past 7 days.

The exact dates and times used for the data currently displayed are indicated as Viewing data for [start date and time] - [end date and time], based on your organization's time zone.

The data in the Voice of Customer report is refreshed every 24 hours. To download the report as a ZIP archive containing CSV files, click the Download Download icon icon.

The Voice of Customer report in Sitecore Personalize.

Ratings and responders

This section includes charts and data points of rating scores and response trends.

Average Rating - the average rating as passed in the rating attribute of the FEEDBACK event. The scale is 1-5, with 5 being the most satisfied.
CSAT - the customer satisfaction score. This is the average rating, calculated as a percentage. For example, if the average rating is 4.2, the CSAT is 84.
NPS Rating - a visualization of the net promoter score, based on the rating attribute. A score of 1-3 is considered detractors and appears in red, 4 is neutral and appears in yellow, and 5 is a promoter and appears in green.
Responders - the number of unique visitors who responded to the feedback module, identified by their unique identifiers (for example, guest ref, cookie ID), over the past 7 days.
Responses - the number of responses collected over the past 7 days.
Response Rate - the percentage of sessions that submitted feedback, of the total number of sessions where the feedback module was shown, over the past 7 days.
Feedback Rating (bar chart) - this chart shows the proportion of rating scores provided by visitors and by guests. Hover your mouse over a chart section to see its count and percentage.
Rating Trend - this graph shows the trend of each rating score (1-5) over the past 7 days. It can be used to quickly identify issues with your app or website, for example: a sudden dip in satisfaction might indicate that a process is not working (such as search or checkout). Hover your mouse over a data point to see its number.
Feedback Rating (donut chart) - this chart shows a proportionate division of the rating scores over the past 7 days. Hover your mouse over a chart section to see its number.
Daily Response Trend By Channel - this graph shows the trend in response rates separated into channels (web, mobile app). This can help you gain a deeper understanding of different user experiences and interactions over the different channels.

Word clouds

This section shows a visual representation of the most frequently used words by users when sharing their feedback. There are two clouds: one for positive and one for negative feedback.

An example of a positive feedback word cloud in the Voice of Customer report.

The words appear larger or smaller based on their frequency.
Words are sorted into positive or negative clouds based on the rating score.
Hover your mouse over a word to see the number of times it appeared in feedback submitted over the past 7 days.

Performance graphs

This section shows the rating performance of different metrics in your site.

Note

Depending on the number of responders in each area of the chart, the different bars might not be comparable or statistically significant. For example, if you have received a small number of responses for an operating system, those responses might not be an accurate representation of the experience with that operating system.

Question Performance - this stacked bar chart shows the rating of questions that appeared in the feedback module over the past 7 days. The chart includes the top 10 questions in submitted responses. Hover your mouse over a chart section to view the full question, the response count and the percentage of responders who gave this rating.
Operating System Performance - this stacked bar chart shows the proportion of rating responses per operating system used by responders over the past 7 days. This can be used to identify an issue with an operating system. Hover your mouse over a chart section to see its count and percentage.
Page Performance - this stacked bar chart shows the satisfaction rating of specific site pages over the past 7 days. This can help you identify processes or areas where customers are struggling or have a bad experience. Hover your mouse over a chart section to see its count and percentage.
UTM Medium - this stacked bar chart shows the satisfaction rating by Urchin Tracking Module (UTM) parameters. The chart shows the top 10 UTM parameters in sessions where customers provided feedback, over the past 7 days. This can be used to identify issues with specific campaigns, sources and the like that direct traffic to your website. Hover your mouse over a chart section to see its count and percentage.

Deep Dive on Unhappy Guests

This table shows individual guest feedback responses of guests who submitted negative feedback, sorted in descending order by the value of their transaction, and the comment they submitted to the feedback module. This can be a highly useful tool for customer support representatives, who can contact these customers regarding their experience and help them overcome the obstacles they might have experienced.

Click on a guest ref to view its details.

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