What is a dissatisfaction alert?
A dissatisfaction alert is triggered when feedback meets certain conditions in a survey. These conditions are configured individually for each survey and usually involve a negative response to an NPS question or a star rating question.
The Dissatisfaction alerts tab in the Detailed statistics section provides comprehensive metrics on dissatisfaction alerts. It offers insights into the volume of alerts and how they are handled by your team.
Received alerts
At the top of the page, you can see the total number of dissatisfaction alerts received over the last 30 days. You can adjust the selected period if needed:
This figure is compared to the previous period to show the change (+412 in this case).
The alerts are categorized by how they are handled: by call, by message, spam/ignored, and pending processing. You can click on the desired category to view the corresponding alerts:
Distribution
The Distribution section helps you understand the sources of dissatisfaction by categorizing alerts based on specific criteria. You can filter alerts by various dimensions, such as:
- Survey
- NPS category
- Topics in the message
- Type of message
- Medium
- Customer information (customer's age, last purchase amount, customer segmentation, or others) .
You can sort the results by:
- Number of alerts
- Comparison to your results from last year
- Percentage of dissatisfaction alerts handled by processing category: by call, by message, spam/ignored, and pending processing.
Interpreting the results of this distribution can help:
- Identify recurring issues: For example, a large number of alerts under the "Post-Delivery" survey may indicate logistical problems.
- Prioritize corrective actions: If the "Price and Promotions" topic generates many alerts, price adjustments or better-targeted promotions may be necessary.
- Analyze the impact of specific segments: By filtering by customer segment or message type, you can tailor your strategies to meet the specific needs of each group.
Click on See participations to display all entries associated with a specific category. By clicking this button, you can filter and closely examine dissatisfaction alerts related to that particular category, making it easier to identify specific issues and implement targeted solutions.
Evolution
The trend of alerts allows you to see if the number of dissatisfaction alerts is increasing or decreasing compared to the previous period:
Ranking
The Ranking section helps you quickly identify the geographic areas or specific units where dissatisfaction issues are most frequent. By using the available filters, you can analyze the data by establishments, regions, sectors, countries, or others.
By clicking on column headers, you can also sort alerts by:
- Number of alerts;
- Comparison to your results from last year;
- Percentage of dissatisfaction alerts handled by processing category: by call, by message, spam/ignored, and pending processing.
