Chart grouping and measure types
Customize your charts to see what you need
Charts in Mindful Feedback can be configured to group data in specific ways and to use specific types of measurements, such as the average, sum total, etc. Each chart contains menus above the data visualization to allow you to customize what you see.
Chart grouping
Every survey interaction in Mindful Feedback contains a list of standard and custom attributes to provide context. You can use survey attributes to group survey responses in Dashboard charts if the attributes meet the criteria for a grouping key (low cardinality) and have been selected for this purpose.
Attributes that have been selected for chart grouping (in the Settings > Customer Settings > General Settings tab) will appear in the Grouped By dropdown menu at the top of some charts. With grouping applied, the chart will reflect the responses summarized and grouped by the selected attribute.
For example, the following Number Response chart has been grouped by Call Type:
- Grouping keys are refreshed once every 24 hours.
- The custom attributes available in reporting filters are refreshed every six hours
Chart measure types
To the right of the Group By menu is the Measure Type menu. The table below describes the available measure types.
- Mean
- The mean (average) of all responses for each question
- Normalised Mean
The mean response as a percentage of the maximum response for each question
For example, if the mean response was 4 on a question with a max response of 10, the normalized mean would be 40 (because 4 is 40% of 10). However, if the mean response was 4 on a question with a max response of 5, the normalized mean would be 80.
- Net Positivity
Derived from the percentage of responses that lie above the middle of the question scale, less the percentage of responses below the middle of the scale
(% responses above middle) - (% responses below middle) = Net Positivity
For example, if the question max response is 5, we take the percentage of all responses which answered 4 or 5 and subtract the percentage that answered 1 or 2, ignoring the percentage that answered the middle value of 3.
If the max response is an even number, there is no middle integer, so the Net Positivity stat is simply the percentage of answers in the top half of possible responses less the percentage in the bottom half.
This is the most common way a Customer Effort Score (CES) question is measured.
- Top Percent
The percentage of responses for which the response was above the middle of the question scale
For example, if the scale is 1 to 5, then this represents the percentage of responses of 4 or 5.
- Maximum
- The highest response given
- Minimum
- The lowest response given
- Sum Total
- The sum of all responses
- Count
- The total number of responses received
If you have a survey with multiple number questions and you set the measure type to "count", you can see how many customers responded to each question to understand where respondents tend to abandon a survey.
