Measuring a customer’s sentiment with your brand during any conversation is crucial to gauging the customer experience. This has become especially true in recent years when the customer experience has taken precedence given the proven impact it has on loyalty and revenue growth.
With the introduction of new technologies and the change in customer behaviors, there are new customer expectations that need to be maintained by your team. Thankfully, the Loop® platform has a feature that can help. Using advanced data analytics, our response reporting for Loop Pulse™ allows management teams to have a high-level view of customer sentiment and service quality.
In this tips and tools post, we break down how you can utilize response reporting to better understand customers and to continue to provide exceptional experiences.
Response Reporting For Loop Pulse™
When you initially set up your Loop Pulse kiosk, you selected a range of survey questions for your customers to answer in regards to their experience. The response reporting page for Loop Pulse gives you an overview of the customer responses by providing percentage measurements. These measurements can provide insight into cleanliness, time to serve, food quality and so much more, all depending on what you selected as your key metrics to measure.
If you have more than one establishment, Loop also provides segmented metrics so you can deep dive into each location, to understand which establishment is hitting their goals and which ones are not.
Having a broad overview of establishment metrics is powerful for understanding the customer’s experience, as well as your business. The Loop response page breaks down each metric by percentage and further color codes them according to positive or negative results it easily understandable for team members. For instance, if your cleanliness is constantly rated as a 40%, the rating will be in red. From this metric, you now know your customer’s expectations. With this insight you can suggest investments in cleaning crews or you can start incorporating cleaning into the regular duties of team members all day long, or during a specific shift.
These metrics can also help motivate your team members. By providing daily, weekly, or monthly metrics to the team, you can show them where they are lacking and push them to achieve higher standards. Congratulating them when responses are above your target goals can also help improve their work ethic – if you are praising them for their accomplishments.
Accessing the Loop Response Reporting Page
To access the Loop response reporting page, log into the Loop platform portal using your valid Loop credentials.
From the Homepage, click on reporting. Once in reporting, use the left-hand scroller menu and click on “Response Reporting”.
In response reporting, you should see tables and graphs with all of the metrics that are related to the questions your customers answered on your Pulse Kiosk or from their mobile device. From this, the ratio of positive responses is calculated over the total number of responses to give you a positivity rating.
At the top of the responses page, is a dashboard of data. This data is comprised of answers that customers have provided for each survey question. The data provides a per-answer view of the data, sorted by category of the survey question. Here, you can select a column header to sort the data: in decreasing order, in increasing order, or in default order (e.g. by location title).
By default, the table displays percentages of answers that are positive per category. Clicking on the switch at the top right corner of the table allows you to change the view to counts of positive and negative answers per category. In addition, the percentage values are color-coded to match the best and worst marks – ranging from a color of green, amber and red respectively.
To view a specific date range you can select the date range at the top of the page.
If you have multiple locations, you can open the “Report Settings” menu by selecting the gear icon at the top of the page. Here you can choose one or multiple locations for the report to showcase.
To get an overview of the trends from this data, you can scroll down to the “Response Trends” line graph. This line graph illustrates a change in the specified metric over time. Each line represents a location. Breaks in a line indicate time periods for which there is no data. If you want to choose a metric to plot, you can select the gear icon.
To display the data in text format, you can hover over or press on the line graph. There is also a shaded area which represents the volume of data contributing to the calculation. A wider shaded area corresponds to more data in the calculation, whereas a comparatively small area signifies that the results are based on fewer customer answers and, therefore, are less representative.
Again, to view a specific date range you can modify this at the top of the page.
If you have multiple locations, open the “Report Settings” menu by selecting the gear icon to choose one or multiple locations to report on.
Whether you want to measure one location or multiple, The “Response Reporting” page will be your destination for understanding the customer’s experience to drive greater success.
For more on the response reporting page, you can access the knowledge base here.