UserIQ’s reimagined customer health dashboard gives you all the resources you need to track and improve customer health. In this article, you will find all the details that you will need to know to best utilize the new interface and the new features that we have introduced. Feel free to open up the customer health dashboard (Ihttps://app.useriq.com/#/customer_health_dashboard) while reading the following content to better walkthrough the new interface and functionalities.
You can now easily determine which customers’ data appears on your dashboard by selecting the criteria and thresholds you want within the filter search bar. Filters will be applied to the dashboard and be sticky while the new updated content scrolls underneath. If no filter is selected, the customer health dashboard will load for all accounts by default.
Health Bubble Chart
This chart shows three key parts of account health - their health score, their ARR, and the amount of time that has passed since your previous communication with them. For each bubble, the color represents the health score for that specific account, while the size measures the ARR. The bubbles are placed on the chart depending on their health score (y), as well as days since last communication (x).
Health Trends ("Spaghetti" graph)
This graph tracks the overall health, sentiment, and/or active time of all your accounts over time. By default, this graph is set to show over the last 30 days, but can be modified as well.
Account Changes ("Barbell" Graph)
This graph is meant to give an overview of Accounts that have changed within the last 30 days. Here you can highlight which accounts have either increased or decreased in health score to get more insight on how your accounts are performing. Each account on this graph will show the current health score, as well as current risk associated with that account. The account name is hyperlinked so you can go directly to the account page to take a deeper look.
This section consists of an at a glance view of all of your accounts sorted alphabetically by default. You can also sort this view (by clicking on the column names) to understand leading scores in individual categories. In this table view, you can see the following thresholds:
- Plan Type
- Account Owner
- Health Score (and trends)
- Pulse score (and trends)
- Sentiment score (and trends)
Sentiment Score Graph
Depending on the filters selected, this graph will show the accounts’ sentiment scores (NPS, rating surveys, or micro-feedback) over a period of time, which defaults to month to month basis. Here you can compare how these aggregate scores perform over time to help you analyze customer sentiment across the board. You can also select the dropdown menu's to change between NPS scores, rating surveys, and micro-feedback as well as the time frame from monthly to quarterly, or yearly.
Sentiment Changes (Sentiment “Barbell” Graph)
This graph shows which accounts have had the greatest increase or decrease in sentiment over time. Here you can see an individual account’s sentiment score, as well as the change over the last 30 days. Clicking on the name of the account will take you to the account detail page.
This section consists of an at a glance view of all of your accounts’ sentiment data, sorted alphabetically by default. You can also sort this view (by clicking on the column names) to understand leading scores in individual categories. In this table you can see the following data points:
- Plan Type
- Account Owner
- Sentiment score & trends
- NPS results
- Rating survey scores
- Microfeedback scores
To learn more about how to configure your customer health dashboard, click here.