Metrics in Customer Journeys

Adding metrics helps to make them actionable, puts your qualitative insights in perspective, and creates a single source of truth for all of your customer experience data.

Supported data types

TheyDo currently supports two ways of inputting data:

●    Adding data manually: Using manual data input allows you to enter any type of data you want.

●    Adding data through an API: Integrate with external data sources to sync data to TheyDo. Qualtrics is currently the first supported platform. Integrations with other platforms will be added in a similar fashion.

The Qualtrics integration is available within the Governance plan. To set it up you need to be an Organization Administrator within TheyDo. Read the setup guide to get started.

Use metrics to enrich your journeys with any type of data.

Metric Cards

When you add a metric, a metric card is also created that summarizes the CX metric. The number shown on these cards always shows the last complete period. If the current period is not complete yet it will show the data point of the previous period. If there is no previous data period it will be empty.

For example: If you have the Metric set to weekly, and it’s Wednesday in week 45, the metric card will not show you the number for week 45 yet since that period is not yet complete. Instead it will show the data for week 44 and compare it to week 43. If there is no data for week 44 the card will not show any number.

Options for data visualization

For any metric you can choose between two visualization styles: a line chart or a pie chart. Furthermore, you can specify what the number shows:

●    For NPS, CES, and CSAT metric types, the number shown reflects the average measurement across the selected time period.

For ‘other’ metric types, the number shown depends on the formula you selected. You can choose to either see the average of the Metric in the chosen time range, or the total (sum).