Get User Sentiment score using Enterprise Insights

Introduction

Consider that you have rolled out multiple Whatfix Net Promoter Score (NPS) surveys across various applications simultaneously. Whatfix's Guidance analytics enables you to view the responses and summary of each survey. However, no dashboard displays the overall data of all surveys conducted across applications at the enterprise level.

The User sentiment score in Enterprise Insights provides a single score for all NPS surveys conducted within an application. This score enables understanding end users' feedback from all NPS surveys deployed in a specific application.

Choose the User sentiment score to be either the average of all scores from the surveys or the total NPS score from all surveys.

Note:

User sentiment score can only be calculated for NPS surveys created using Whatfix and pushed to Production.
Only NPS surveys containing a 10-point scale question are included in the calculation.
If multiple 10-point scale questions exist in the NPS surveys, only the response to the first question is included in the calculation.

Configure the calculation mode for User sentiment score

Configure the calculation mode for the User sentiment score as either the average of all scores from the surveys or the total NPS score from all surveys.

Use the following steps to configure the calculation mode for User sentiment score:

On the Enterprise Insights dashboard, click Settings.
Click Enterprise Insights.

Under User Sentiment Score, select Average or Net Promoter Score from the dropdown.

Understand the calculation modes

Assume application A has three NPS surveys, with end users providing different ratings for each survey.

Calculation mode: Net Promoter Score
If the calculation mode is set to Net Promoter Score (NPS), the User sentiment score is calculated as follows:
user_sentiment_nps

In this example, the formula is:
User sentiment score = [(Total number of promoters across surveys 1,2,3 - Total number of detractors across surveys 1,2,3) / Total responses for surveys 1,2,3 * 100]

For more information on how to calculate the NPS score, see Calculate NPS.

Calculation mode: Average
If the calculation mode is set to Average, the User sentiment score is calculated as follows:
user_sentiment_average

In this example, the formula is:
User sentiment score = (Sum of responses to the NPS question in survey 1 + Sum of responses to the NPS question in survey 2 + Sum of responses to the NPS question in survey 3) / Total responses for surveys 1,2,3

View User sentiment score

After setting up the calculation mode for the User sentiment score, view the score for all NPS surveys rolled out across multiple applications in a dashboard.

Use the following steps to view the User sentiment score:

On the Enterprise Insights dashboard, click Applications.

Click User Sentiment.

Note:

The User sentiment score is displayed for all applications.
user_sentiment_score_dashboard_view

The dashboard presents the following data:

Application: Name of the application
Surveys: The total number of NPS surveys rolled out in the application
User sentiment score: The User sentiment score is the average or the NPS score of all surveys in the application
Responses: Total number of responses received for all surveys in the application

Hover your cursor over the application, then click the Survey icon to view details about all surveys rolled out in the application for the selected time period.

Note:

A drawer opens with all survey details for the selected application.
ei_user_sentiment_panel

Info:

The drawer displays the following information:
ei_user_sentiment_overall_data

User sentiment score for the application
Total number of NPS surveys rolled out in the application
Total number of responses received for all surveys in the application

The table lists the details of each NPS survey rolled out in the application.
ei_user_sentiment_table

Name of the NPS survey
User sentiment score for the specific survey
Number of responses received for the specific survey

Note:

Hover your cursor over the application, and then click the Open icon to access the Whatfix Analytics dashboard of the application.
Filter data based on predefined or custom time frames.
Filter survey data based on the date responses are received.
The User sentiment score calculates for surveys that have received responses in the chosen time period.
Analyze the User sentiment score against other custom metrics, such as Adoption score or number of unique users on the application, using Summary insights

Get User Sentiment score using Enterprise Insights

Introduction

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