Customer Experience Dashboard Examples: 8 Features You Really Need

When it comes to your CXM programme, a major part of its success will depend on the features and functionality provided by your customer experience survey dashboards. This is because when they’re working effectively, the invaluable insights and real-time data they provide helps ensure improved customer service performance and transparency throughout the CX journey.

Subsequently, wherever you are with implementing CX monitoring and measurement, if you’re looking for a new survey solution, then the capabilities of the dashboards that come with it should be high up on your priority list.

So, what makes a good customer experience dashboard?

Well, let's explore customer experience dashboards in a bit more detail, including the insights they can provide, before outlining what sorts of features you should be looking for in an effective CX dashboard tool.

Insights CX dashboards provide and why it matters

By providing a top-level view of the data responses to your customer surveys, your customer experience dashboard can provide an immediate insight into the experiences of your customers. And because the dashboard takes all that disparate data and presents it in an easily digestible panel of graphs, charts and texts, it’s simple to identify quickly what’s good or bad, so you can take the actions you need.

Yet not all customer dashboards are created equally, and therefore the level of insight you’ll get to improve your customer experience will vary from solution to solution. This is really important, because the more insight your dashboard provides for you, the greater your return on investment.

With an effective CX dashboard in place, the insight it provides should help you to:

• Quickly obtain the pulse on the overall tone of your responses
• Swiftly compare and see how different data response groups stack up against each other
• Promptly pinpoint trends and see how things have changed over time thanks to real-time and historical data
• Quickly identify from their sentiment, which respondent issues you need to address the most urgently

So, if you’re to give yourself the best chance of gaining such insight, you’ll need a CX dashboard tool with the right mix of features, which is what we will look at next.

8 features of an effective CX dashboard tool

If your customer experience dashboard tool is to be effective, it needs to do much more than just present your data in a visually pleasing way. It needs to provide clear and compelling analytics and insights that will improve your decision-making, actions and ultimately your customer experience.

If you’re looking for an example of the features an effective CX dashboard needs to include, you might find the following list of considerations helpful.

1. User-friendly interface and navigation

When it comes to your survey dashboard, you’ll typically need to present and view data from a wide range of surveys. So, if you’re to quickly do everything you need to do, you’ll want a dashboard tool that’s simple to use, and provides an easy to navigate single-pane view, so you can see all your essential data in one place.

From offering good colour contrast and a simple and clutter-free design to an easy-to-use-menu and customisable icons and buttons that are simple to understand and activate. With careful thought and design an effective dashboard interface should be easy to use and navigate quickly. This is crucial for users, if they’re to get to grips with the information displayed, then quickly get to the insights that matters most to them.

Fortunately, for users of our own Dashboard, our user interface makes the tool simple to use and navigate. From its user-friendly buttons, tiles, visuals, filters and drop-down menus, to it’s clear, uncluttered, scrollable and engaging design. With our user interface, it’s quick and simple to see all your essential data in one place, helping you to work more effectively and save time.

2. Customisable dashboard

Besides the volume of survey data you need to present, your dashboard may have to display data in a variety of different ways to meet different audience needs. Subsequently, if you’re to achieve this, you’ll need your dashboard tools to be as customisable as possible.

From the ability to customise how different items are displayed on your dashboard grid, to the capacity to completely change its look and feel by using different chart types, colours and multimedia. It’s vital for your dashboard to be as customisable as possible, if it’s to be both engaging and effective in enabling different audiences to get to the data, visualisations and metrics that are most relevant to them.

For users of our Dashboard tool, we’ve been working hard to make it as customisable as possible. So, whether you want to customise the size and location of your dashboard tiles, or maybe alter your dashboard’s look with different chart types, a branded dashboard, or even supporting images and videos to appeal to different audiences. Whatever you need, with our highly customisable dashboard, it’s easy to set up it up in exactly the way your audience prefers and needs to view that data, so they can get to what they want more quickly.

3. Filters and customisable date ranges

When you’re dealing with large volumes of data, any tools you can use to help cut down the time it takes to get to your key data are invaluable. Therefore, you’ll want a dashboard that offers a strong range of filtering options, if you’re to get the support you need for this.

From the ability to compare different data sets side by side, to the capacity to quickly home in on data within any date range. The more filtering and date range options your dashboard can offer the better, as this helps save time digging for data, so you can get on with taking actions based on the insights you’ve uncovered.

With the options we have available, users of our Dashboard tool, can quickly get to what they need. Whether you're looking to compare how your customers feel about your branch in London in relation to your Manchester branch, or maybe just filter your responses to a customer survey by team, department or over a specific date range. With our filter and date range options you can scrutinise your data with virtually any criterion you choose, helping you to spot differences or trends quicker and improve your decision-making.

4. Real-time data updates

While there will be times when you’re looking to get answers based on historical data, the rest of the time you’ll be looking to take timely actions based on current data – for example, if you’re a team leader managing a customer service team. As a result, you’ll want your dashboard to be able to pull in critical data in real-time and ensure you're always informed about key changes as they occur.

From the ability to view your data in real-time, to the benefit of getting an immediate update on activity across the whole of your dashboard, no matter what format that data’s in, whether numerical, text or visual. Again, the more capacity you have, the faster you’ll be able respond to changing conditions and opportunities.

Users of our Dashboard tool can be confident of the performance it offers in providing them with the very latest data updates. From simply re-opening their dashboard console after some time away from it to see what’s new, to always being aware of any key issues happening with their data, whether that’s in a numerical, text or visual format. Our dashboard users can be assured that they’re always getting the most current and accurate picture of their data, so they can fix urgent issues in real-time, rather than having to guestimate on what’s most important at any one time.

5. Key CX metrics

When it comes to getting a top-level snapshot of how you’re performing, you can’t get much better than being able to view the scores you’re achieving with key CX metric questions such as NPS, CSAT and CES. Consequently, you’ll want a dashboard tool that allows you to quickly see your ongoing or historic metric scores and displays them in a way that’s easy to understand and interpret.

From the ability to pull in data scores from multiple CX metric questions on an ongoing basis, to the benefits of being able to view that data in a way that’s quick and easy for you to understand. The greater the performance your dashboard offers in terms of viewing and interpreting your metric score data, the more you’ll have to work with to help you improve.

Fortunately, with our Dashboard tool, measuring customer experience is made easy. Our users have the options and performance to get an accurate measure of what’s happening with their CX metric score data at one time. From our highly visual CX metric gauge charts that can be easily pinned from your surveys to your dashboard, to our comprehensible metric trend charts. With our Dashboard tool it's easy for our users to get a quick top-level overview of how well they’re performing in terms of customer satisfaction, loyalty and effort both now and historically.

6. Sentiment analysis

While updates from data sources like CX metric questions are hugely valuable in allowing you to quickly track your customer sentiment numerically, there will be many times when you’ll want greater context about why customers have scored you in a particular way. However, to do this, not only would you need to give respondents the space to explain the reasons behind their score through an open-ended question, but you would also require the tools to quickly analyse the sentiment of their responses too.

Consequently, whatever CX dashboards you’re looking at, they need to offer you the means to quickly analyse and interpret customer answers from a large volume of open-ended questions. This is important, because if you’re unable to track and take actions based on any negative feedback you might receive, this could result in bad experiences that could be potentially detrimental to your brand.

Thankfully for users of our Dashboard, we give them the ability to manage any negative feedback to open-ended questions through sentiment analysis tools. These tools which automatically tag open text question responses, can enable you to identify and filter out answers by sentiment type – positive, neutral or negative. This ensures you’re always able to quickly isolate and identify the most urgent responses you should be addressing.

7. Shared dashboard

When it comes to improving your customer experience, the ability to take data-driven decisions and actions is crucial. But to be able to do that effectively requires everyone that needs to be involved in this process to have the same access to the right, real-time data. And this requires the ability to share your dashboards.

Whether you need them to view incoming data from open surveys or be able to conduct historic analysis of survey data for a specified date range in the past. Whatever you need your teams or stakeholders to action, it’s vital that everyone is viewing the same CX dashboard of data. This is crucial, because if the data that different groups are looking at is all held in separate data siloes this can lead to inaccuracies and poor decision-making.

Fortunately, with our Dashboard tool, sharing a dashboard with your team members, other stakeholders and even external users is easy by simply clicking the ‘Share’ button in the top right-hand corner of your dashboard grid. As a result, it’s much easier for our Dashboard users to collaborate and see the big picture together on their data.

8. Secure permissions

While it’s important for people to have the right data to work with, you also need to ensure that more sensitive data can only be accessed by those who are authorised to view or edit it. This is where the benefit of having a secure permissions option can be hugely valuable.

From the option to restrict some users’ access to specified data sets within your dashboard, to the ability to add password protection when you’re sharing your dashboards with particular groups. Whatever your requirements, the more options you have for increasing the security of your dashboard the better, as you’ll waste less time having to worry about the security of your data and be able to focus more time on making that data work for you.

For users of our Dashboard tool, it’s simple to set up and edit user permissions, which can be quickly accessed via the Dashboard options that sits under the Actions tab on the user’s main Dashboard home page. Those responsible for setting up permissions can quickly customise how detailed they want those user permissions to be, so all dashboard users can collaborate in a safer and more secure way.

Final thoughts

Having discussed the sorts of insights a customer experience dashboard can provide and the features that will help you to identify an effective solution, we hope you’ll feel better informed about the topic and getting the right tool for your needs.

Remember whatever survey solution you’re looking at, given the pace of today’s data requirements and the decisions that need to be taken off the back of it, the dashboard tools that come with that solution need to be able to meet your needs.

If you can get that right, then the experiences of your customers and the success of your business will be much better for it.