Metrics are used to measure specific aspects of service that you have your customers evaluate in the questionnaires. Learn how to add metrics to measure what matters to you!
Table of contents:
How to add metrics?
To access the metrics settings, click on your name at the top right and then on "Metrics".
Click on the "Add a metric" button.
Write a name for the metric and select an employee type if this aspect relates to the service of a particular position.
By selecting an assigned position, this will allow the metric to be displayed in the employee report and to be compared with the average of colleagues in the same position.
Here is an example of a metric without an assigned position:
For general experience, for example, do not select an assigned position, as each position can have an impact on the overall experience.
💡Reminder: metrics are the most accurate data to know the satisfaction. It allows to know the satisfaction of the customers according to the employees.
How to link metrics in the questionnaires?
Once you have defined your metrics, you need to link them to questions in your questionnaires. The question must be a scaled question (or a group of scaled questions) in order to select a metric.
Click on your name at the top right and then on "Questionnaires":
Click on the questionnaire you want to modify.
To assign a metric to a question, find the "Affected Metric" field (located at the bottom left of a question or in a sub-question) and select the metric you want to assign :
⚠️It should also be associated with the assigned position if applicable.⚠️
Here is an example for a group of scale questions with assigned positions:
In this group of questions, various aspects are evaluated and they impact different positions.
Where are the metrics displayed?
They are displayed in the employee report when they are associated with a position:
They are also displayed on the dashboard:
Find out how the metrics are calculated 👇
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