The different types of widgets

Enrich your dashboards by selecting the widgets that exactly match what you want to analyze.

To master widget creation, check out our article on this topic: Create a widget.

Table of contents

Overview

Choosing the right widgets for your needs

Global data analysis

Detailed data analysis

Comparative analysis of cross-tabulated data

Tracking data over time

Advanced monitoring

Overview

SatisFactory offers a wide range of widgets, each capable of displaying different data, having a distinct appearance, and serving a specific purpose.

Depending on the data processed, you can choose from different presentation formats.

Choosing the right widgets for your needs

The clarity of a dashboard relies above all on the relevance of its indicators. Given the variety of widget formats offered, choosing the right tool is crucial.

In this section, we provide targeted recommendations to select the most suitable widgets to accurately address your management and analysis challenges.

1. I want to display my overall CSAT score while keeping an eye on the total volume of respondents → Widget "Score and number of respondents"
2. I want to analyze the proportion of Detractors, Passives, and Promoters that make up my post-purchase survey NPS score → Widget "Donut chart and score"
3. I want to check every day if my invitation emails were received and if the response rate is OK → Widget "Number of contacts and return rate"
4. I want to know if customer satisfaction regarding the staff quality has improved compared to last month following the sales training → Widget "Score evolution with comparison"
5. I am looking to identify the specific points in the customer journey (welcome, cleanliness, wait time) that penalize my overall satisfaction score → Widget "Flop attributes / satisfaction items"
6. I want to know the topics that come up most often in positive customer comments → Widget "Top 10 concepts"
7. I want to display a ranking of the stores in a region, from the best performing to the worst performing on satisfaction → Widget "Cross analysis (descending sort)"
8. I want to compare the satisfaction score between my subscribed and unsubscribed customers → Widget "Crossing histogram"
9. I want to see how my Google or TripAdvisor score is positioned compared to my local competitors → Widget "Benchmark"
10. I need to monitor the backlog of customer alerts (dissatisfaction) left to be handled by my teams this week → Widget "Number of alerts"

Global data analysis

Number of contacts and return rate

Description

This type of widget presents the volume of solicited contacts and the associated return rate, with the possibility of restricting the analysis to a specific channel or source, or including all data.

Objective

To have a precise view of the volumes solicited and the response rates obtained to simplify the tracking of survey distribution

Application examples

• Number of email recipients VS responses received
• Volume of sent SMS and associated return rate

Number of respondents

Description

This type of widget presents the total volume of feedbacks received for a key indicator or a satisfaction item. It also includes the possibility to view an aggregate of responses.

Objective

To have a global view of the base of respondents to a question to monitor participation, completeness, or the significantly exploitable nature of the data

Application examples

• Volume of feedbacks to a specific question
• Volume of respondents who left a rating on the NPS question

Score and number of respondents

Description

This type of widget presents the global score of a key indicator or a satisfaction item, associated with the total volume of respondents who left a rating or answered that specific question. It also includes the possibility to view an aggregate of responses.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and consolidated view of a score or calculation, while also representing the calculation base to check the statistical robustness of the score

Application examples

• Global CSAT score + total number of respondents
• Average score of an item ("Clarity of in-store information") + volume of responses
• CES score + volume of feedback
• NPS score + number of respondents to the question
• Opt-in percentage + volume of responses

Number of comments

Description

This type of widget presents the total volume of comments collected in a survey or an external source (review platforms and social networks).

Objective

To have a global view of the base of responses to an open-ended question to monitor participation, completeness, or the significantly exploitable nature of the data

Application examples

• Total volume of verbatims per day
• Volume of comments per channel
• Number of comments for a specific survey or source

Number of alerts

Description

This type of widget presents the number of alerts, with the possibility of restricting the display to the different alert statuses ("To be processed", "In progress", "Processed", and "Expired") as well as to specific filters.

Objective

To have a precise view of alerts related to customer relationship

Application examples

• Number of ongoing NPS Detractor alerts
• Volume of Customer callback alerts to be processed
• Volume of expired alerts for a specific point of sale

Detailed data analysis

Donut chart and score

Description

This type of widget presents the consolidated score of a key indicator or a satisfaction item, accompanied by the distribution of responses in percentages according to each rating or modality answered.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global, readable, and consolidated view of a score, while also representing the calculation base and the detailed distribution of response modalities to identify the proportion of each category of respondents

Application examples

• Global CSAT score + distribution of the CSAT score ("Very unsatisfied", "Unsatisfied", "Neither unsatisfied, nor satisfied"Satisfied "Satisfied", "Very satisfied")
• CES score + distribution of the CES score ("Very difficult", "Difficult", "Easy", "Very easy")
• NPS score + distribution of respondents ("Detractors", "Passives", "Promoters")
• Average + distribution of a 5-level rating question

Top attributes / satisfaction items

Description

This type of widget highlights the best-rated satisfaction items and thus those that have contributed the most to a positive score on the key indicator.

Objective

To have a detailed view of the strengths of the customer journey to capitalize on them

Application examples

• The 5 elements that contributed the most to the increase in customer satisfaction
• The highest-rated questions in a post-after-sales service contact survey
• The most contributing factors of a good customer experience

Flop attributes / satisfaction items

Description

This type of widget highlights the worst-rated satisfaction items and thus those that have contributed the most to a negative score on the key indicator.

Objective

To have a detailed view of the weaknesses and irritants of the customer journey to prioritize areas for improvement

Application examples

• The 5 elements that contributed the most to the drop in customer satisfaction
• The lowest-rated questions in a post-after-sales service contact survey
• The most polarizing and problematic factors of a poor customer experience

Top 20 concepts

Description

This type of widget lists the positive themes or sub-themes most frequently identified in the semantic analysis, along with their associated volume.

Objective

To have a global and detailed view of the most favorable factors to satisfaction, brought up in the comments

Application examples

• Concepts most positively cited in feedback on delivery
• Key positive themes in post-customer advisor contact comments
• Main satisfying subjects mentioned by customers in store

Flop 20 concepts

Description

This type of widget lists the negative themes or sub-themes most frequently identified in the semantic analysis, along with their associated volume.

Objective

To have a global and detailed view of the most unfavorable factors to satisfaction, brought up in the comments

Application examples

• Concepts most negatively cited in feedback on delivery
• Key negative themes in post-after-sales service contact comments
• Main dissatisfying subjects mentioned by customers in store

Top 10 concepts

Description

This type of widget lists the positive themes or sub-themes most frequently identified in the semantic analysis, along with their associated volume.

Objective

To have a global and detailed view of the most favorable factors to satisfaction, brought up in the comments

Application examples

• Concepts most positively cited in feedback on the visit to the healthcare facility
• Key positive themes in post-customer advisor contact comments
• Main satisfying subjects mentioned by customers on the website

Flop 10 concepts

Description

This type of widget lists the negative themes or sub-themes most frequently identified in the semantic analysis, along with their associated volume.

Objective

To have a global and detailed view of the most unfavorable factors to satisfaction, brought up in the comments

Application examples

• Concepts most negatively cited in feedback on the visit to the healthcare facility
• Key negative themes in post-customer advisor contact comments
• Main dissatisfying subjects mentioned by customers on the website

Comparative analysis of cross-tabulated data

Crossing histogram

Description

This type of widget presents the consolidated score of a key indicator or a satisfaction item, accompanied by the score cross-tabulated with a defined metadata.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and detailed view of a score to compare it according to a metadata or a segment in order to identify the gaps between groups

Application examples

• Global NPS VS NPS by age group
• "In-store welcome satisfaction" score by point of sale

Comparison of crossing histograms

Description

This type of widget presents the score of a key indicator or a satisfaction item cross-tabulated with a defined metadata, compared with the previous period.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a specific view of a score segmented on a metadata, to analyze its evolution compared to a previous period

Application examples

• NPS score of the quarter VS last year's score for each store
• Comparison of ratings by channel over two periods
• CSAT score of the current month VS last month for each salesperson

Multi-attribute / satisfaction item histogram

Description

This type of widget illustrates the simultaneous score of several satisfaction items, with the detail of the distribution of responses in percentages according to each rating or modality answered and over a defined period.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a consolidated and instantaneous view of several satisfaction factors that coexist in the customer journey to immediately measure their strengths and weaknesses

Application examples

• Scores of the different satisfaction items of a journey within a healthcare facility
• Results of the 10 questions evaluating subscriber satisfaction
• Comparative performance of the attributes of a service

Benchmark

Description

This type of widget highlights the best-rated brands or establishments.

Available only for ratings and scores from social networks and online review sites integrated into the platform (learn more)

Objective

To have a detailed view of the competition in the form of a dynamic ranking

Application examples

• Brand's TripAdvisor score VS national competitors
• Marseille store's Google score VS competitors in the region

Cross analysis (descending sort)

Description

This type of widget highlights the results of a score according to a metadata.

Objective

To have a detailed view of the ranking and evolution of scores according to defined segments in order to implement targeted corrective actions

Application examples

• Ranking of stores from best to worst CSAT score
• Analysis of scores by channel with descending sort
• Distribution of score by region from best performing to worst performing
• Ranking of NPS scores by customer segment

Cross analysis (ascending sort)

Description

This type of widget highlights the results of a score according to a metadata.

Objective

To have a detailed view of the ranking and evolution of scores according to defined segments in order to implement targeted corrective actions

Application examples

• Ranking of stores from worst to best CSAT score
• Analysis of scores by channel with ascending sort
• Distribution of score by region from worst performing to best performing
• Ranking of NPS scores by customer segment

Metadata histogram

Description

This type of widget presents the volume of responses from a metadata, with the detail of the distribution of values over defined filters.

Objective

To have an instant view of the weight of segments and their associated volumes to measure the representativeness of data

Application examples

• Distribution of weights of customer segments upon clicking a Google redirect button
• Analysis of segments that most fully completed the questionnaire
• Analysis of segments that most responded to the questionnaire following a reminder
• Comparative performance of metadata

Alert rate by metadata

Description

This type of widget highlights alert rates according to a metadata.

Objective

To have a comparative view of alert triggering according to a context, a segment, a zone, or additional information

Application examples

• Percentage of alerts by customer typology
• Alert rate by type of journey
• Comparison of alert rate by store
• List of surveys that trigger the most alerts

Tracking data over time

Return rate evolution

Description

This type of widget presents the evolution of the return rate, with the possibility to restrict the analysis to a specific channel or source, or to include all data. It also includes an objective tracking option.

Objective

To have a precise view of the variations in response rates obtained to effectively monitor the distribution of surveys

Application examples

• Evolution of the post-delivery survey return rate every week
• Progression of participation after a reminder on the SMS survey

Score and comparison

Description

This type of widget presents the global score of a key indicator or a satisfaction item, associated with the total volume of respondents who left a rating or answered this specific question. It also includes a comparison with the previous period. Finally, it includes the possibility to visualize an aggregate of responses.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and readable view of the evolution of a score by comparing it to a previous time period, to measure gaps and progress

Application examples

• NPS score for the month compared to the previous month
• Global evolution of the CES effort score VS that of last month
• Score of a satisfaction item "Perceived product quality" compared to the same item in the previous quarter

Score evolution

Description

This type of widget illustrates the chronological progression of a score. It includes an objective tracking option. It also includes the possibility to view an aggregate of responses.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and readable view of the evolution of a score, to identify a trend or the impact of an action taken

Application examples

• Monthly evolution of the NPS recommendation score
• Evolution of the "In-store welcome" score over the last 6 months
• Impact of a salesperson's training on their CSAT score
• CES trend after the redesign of a service subscription procedure

Score evolution with comparison

Description

This type of widget illustrates the chronological progression of a score. It includes a comparison with the previous period as well as an objective tracking option. It also includes the possibility to visualize an aggregate of responses.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and readable view of the evolution of a score by comparing it to a previous time period, to measure gaps and progress

Application examples

• Monthly evolution of the NPS recommendation score VS that of last year
• Weekly evolution of the CES effort score VS that of last month
• CSAT score trend over the same period two years apart

Score evolution with repartition

Description

This type of widget illustrates the chronological progression of the consolidated score of a key indicator or a satisfaction item, with the detail of the distribution of responses in percentages according to each rating or modality answered. It also includes an objective tracking option.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a global and readable view of the evolution of a score by easily identifying the distribution of responses, to measure gaps and progress

Application examples

• Monthly evolution of the NPS recommendation score
• Daily evolution of the CES effort score
• Analysis of the distribution of CSAT satisfaction ratings across weeks

Evolution by metadata

Description

This type of widget illustrates the evolution of a score according to a metadata.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a detailed view of the evolution of scores according to defined segments in order to identify trends

Application examples

• Global CSAT evolution by customer segment
• Analysis of NPS score evolutions by channel
• Evolution of the item "Respect of delivery times" by service provider

Multi-attribute / satisfaction item evolution

Description

This type of widget presents the simultaneous evolution of several satisfaction items over a defined period.

Available for all key indicators and scales: averages, percentages, and scores

Objective

To have a consolidated and evolving view of several satisfaction factors that coexist in the customer journey to measure their trends

Application examples

• Evolution of the satisfaction items "In-store welcome", "Product offer", and "Ease of payment" over the current year
• Multi-question analysis in the post-after-sales service contact journey
• Trend of the most sensitive satisfaction items

Closing rate evolution

Description

This type of widget presents the evolution of the alert resolution rate, with the possibility to restrict the analysis to a specific alert, or to include all data. It also includes an objective tracking option.

Objective

To have effective tracking of operational performance in the handling of alerts in customer relations

Application examples

• Evolution of the alert resolution rate for a specific store
• Analysis of the improvement in responsiveness following the deployment of a new procedure

Advanced monitoring

20 last comments

Description

This type of widget displays the most recent comments. It is possible to translate comments from a foreign language into the language defined on the platform.

Objective

To have real-time qualitative tracking to quickly collect impactful verbatims

Application examples

• Latest customer comments on the order journey
• Latest verbatims from a contact center
• Verbatims associated with a specific item

Alert statistics

Description

This type of widget presents statistical data relating to the handling of alerts in customer relations. It allows displaying only specific data: the alert rate, the average alert resolution time, the alert resolution rate, the number of alerts that expire in the next 72 hours, or the total number of alerts.

Objective

To have a precise view of statistical data relating to alerts linked to customer relations

Application examples

• Alert resolution rate for a specific store this quarter
• Median alert resolution time by a specific advisor
• Average alert rate out of the total responses of a survey

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