Create the perfect metric in TheyDo

Why metrics are important

Metrics are vital tools that guide decision-makers with data-driven insights complemented by qualitative journey details. They provide a comprehensive view of your organization's health, tracking business performance, customer sentiment, and operational efficiency. Metrics help uncover patterns, trends, and anomalies, facilitating informed decisions and clear reporting to stakeholders.

Categories of metrics

In TheyDo, metrics are divided into three primary categories:

• Business Metrics: These key performance indicators (KPIs) reflect your organization's overall health. Examples include Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), and Growth Rate.

• Brand Experience Metrics: Known as Voice of the Customer (VoC) metrics, these indicators illuminate customer satisfaction and brand perception. Common examples include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

• Performance Metrics: Specific to individual journeys, these metrics offer insights into process efficiency and effectiveness. Examples include operational metrics like effort or service-level metrics pertinent to contact center operations.

Using a combination of these metrics provides a holistic view of your organization's performance from both internal and external perspectives.

Steps to create the perfect metric in TheyDo

Adding a metric

1. Click the '+ Metric' button in your Metrics library.

2. Enter a concise title that clearly represents the Metric.

Choosing the data source

Select the appropriate source for your data:

• Manual input

• CSV upload

• Integration with Qualtrics surveys

• Data from BigQuery

Defining the metric type

Specify the type of Metric to ensure accurate data representation.

Visualizing the data

After data synchronization, visualize it using the Metric graph. Adjust time frames and aggregation intervals as needed.

Setting targets

Set custom target goals to effectively track progress and evaluate the health of your Metrics.

Integrating metrics into your Journey Management process

Overall Journey Metrics

Attach Metric Cards to the overall journey to gain a panoramic view of journey health and performance. These metrics act as indicators of overall effectiveness and customer satisfaction throughout the journey.

Specific Journey Step Metrics

Attach Metrics to specific journey steps to get detailed insights into particular interactions. This helps identify areas within each touchpoint that require improvement and optimization.

To add a Metric to a journey:

• Click the 'Add Metric' button next to the journey title.

• For specific journey steps, create a metric lane and click '+ Metric' within the desired step.

Enhancing the value of metrics

Incorporating Metrics into your journeys is just the beginning. Continuous refinement and optimization are essential. Long-term monitoring of metrics provides critical insights for strategic decisions and gaining stakeholder support for ongoing journey improvements.

Theydo's Metrics are more than just numbers on a dashboard. They empower you to leverage both quantitative and qualitative journey data to drive organizational success. By crafting the perfect Metric and using it to identify improvement areas, you can stay competitive in today's customer-centric business environment.