Table of Contents

Survey

Response Weights

This chart displays the results of the selected question from the Tree Map along with their associated values, making it easier to identify trends, patterns, and key variations for evaluation and decision-making.

Data Interpretation

The chart combines bars and lines to represent the behavior of responses over a time range:

  • X-Axis: Represents time, adjusted according to the range selected in the initial dashboard filter.
  • Primary Y-Axis: Represents the number of times the question has been answered.
  • Secondary Y-Axis: Represents the response values, interpreted based on the question type:
    • Menu-type questions: Each option has an assigned score based on relevance.
    • Number-type questions: The numeric value entered as a response is used.

Relationship between bars and lines:

  • The lines represent metrics for the number of responses (primary Y-axis) and the average value of the responses (secondary Y-axis):
    • Green curve: Represents the total number of responses in a specific time range (primary Y-axis).
    • Orange curve: Indicates the average value of the responses (secondary Y-axis).
  • Bars: Show the variation in the number of responses, depending on the question type (menu or number).

Use Case

Description: A telecommunications company uses this chart to analyze the results of a satisfaction survey sent after resolving support tickets. The key question is: “How satisfied are you with the resolution of your issue?”, with options scored from 1 to 5.

How the chart is used:

  • Green curve: Shows that the number of respondents decreased on weekends but remained steady during the week.
  • Orange curve: Indicates that the average satisfaction score dropped during a period of increased response times caused by operational issues.
  • Bars: Reflect the spread of responses, highlighting that extreme values (1 and 5) are more frequent during peak support hours.

Based on this information, the company identifies that:

  • It is necessary to reinforce the support team on weekends to maintain response volume and quality.
  • Operational issues are directly affecting satisfaction perception, so they prioritize resolving them to improve the customer experience.

Response Count / Trends Over Time

This section displays the distribution of responses to specific questions over a selected time range. Depending on the question type, the chart adjusts to best represent the data:

  • Menu-type questions: A scatter plot is used to visualize the variability of responses over time.
  • Number-type questions: A bubble chart is used, where the size and color of each bubble represent the quantity and category of recorded responses.

Data Interpretation

Menu-type questions:

The scatter plot shows how response values are distributed over time.

  • X-Axis (Date): Represents the selected time range for the analysis.
  • Y-Axis (Values): Displays the recorded response values.

Each point represents a value at a specific time, allowing trends and variations in responses to be identified.

Number-type questions:

The bubble chart shows the distribution of numeric responses over time.

  • X-Axis (Date): Represents the analyzed time range.
  • Y-Axis (Responses): Displays different responses organized by category or level.
  • Bubble size: Represents the number of responses for each category at a given time.
  • Bubble color: Indicates the response category.

This chart helps identify patterns in response evolution and their frequency over time.

Use Case

Customer Satisfaction Analysis in a Support Service

Description: A company wants to assess the satisfaction of customers who interact with its online support service. To do this, a satisfaction survey is sent at the end of each interaction.

How the chart is used:

  • Menu-type questions: Customers are asked to rate their experience with options such as Poor, Fair, Good, Excellent. The scatter plot shows how these ratings are distributed throughout the day, helping identify patterns or shifts in service perception.

  • Number-type questions: Customers are asked to rate their experience on a scale from 1 to 10. The bubble chart shows the evolution of these scores over time, allowing identification of trends and changes based on response volume.

Analysis Benefit:

With these charts, the company can detect moments when satisfaction is lower, identify potential causes (such as increased workload at certain times), and take corrective actions to improve the customer experience.