TABLE OF CONTENTS
Introduction
The Overview serves as the primary interface for merchants to access key metrics and insights regarding their business performance. It functions as the central hub, providing a comprehensive snapshot of essential data points such as Service Rating, Product Rating, Response Rate, and Breakdown per Star Rating. Designed with simplicity and efficiency in mind, merchants can leverage this overview to gain valuable insights into their account and campaign performance. Also, the interface allows users to apply filters, enabling them to customise their view based on specific accounts and campaigns.
Report Filter
Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:
| Field | Description |
| Merchant Name(s) | Enter the name or identifier of accounts available to the user. If you select multiple accounts you see the aggregation in the metrics |
| Date Source | Choose from sales date or feedback request date. |
| Date Range | Choose from preset date range options or create a custom range. |
| Chart Granularity | Choose from Day, Week, Month, Quarter or Year. This determines the X axis in the graphs and how the data points are also aggregated. |
| Product or Service Feedback | Choose between product or service feedback. |
Report Charts
Feefo charts refer to the visual representations of data generated within the platform.
Note, if multiple accounts are selected. Request sent, Request with Feedback, Response Rate and rating car can be drilled down into to breakdown by account. If any accounts don't have requests sent during the time period selected, they will not appear in the visualisation.
| Statistic | Description |
| Request Sent | Counts the number of feedback requests sent excluding reminder emails sent Product - When feedback_source_selector=product feedback, it counts requests with product section in the form. A sale with multiple saleitems will only be counted as 1 request sent. Service - When feedback_source_selector=service feedback, it counts requests with a service section in the form and it counts all requests sent via email or sms or web. |
| Request with Feedback | The number of responses received from the Feedback Request Sent Product - When feedback_source_selector=product feedback, it counts distinct sale id with product feedback. A sale with multiple product feedback will only be counted as 1 Request with Feedback. Service - When feedback_source_selector=service feedback, it counts distinct sale id with service feedback. |
| Response Rate | The percentage of requests with feedback Calculation - Request with Feedback / Request Sent *100 Note: If multiple product requests are on one form and a response is received for one (or more) of them then it is counted as one response. |
| Rating (Card) | Average product/service feedback rating. Calculation - SUM(product/service rating) / COUNT(product/service rating) |
| Rating Breakdown | A rating breakdown table showing the feedback count and percentage of total. |
| Sent vs Received | A line chart showing the count of request sent (orange line with the value on the left Y axis) and the count of Request with Feedback (blue line with the value on the right y axis) by date. |
| Response Rate % | A line chart showing the response rate by date. |
| Rating (Chart) | A line chart showing the average rating by date. |