Overview

Knowing what and how your customers think and feel about their experience in your district is the first step in providing exceptional customer service. Your Let’s Talk! dashboard is a quick way to monitor and measure how well the district is doing. The dashboard metrics give you the critical data you need to make informed decisions to ensure your customers receive the best customer experience.

Cx Score

  • Cx stands for Customer Experience
  • The Cx Score (measured on a 10-point scale) is the average score calculated by adding all feedback scores received during the selected time period and dividing by the total number of scores received.
  • Change in Cx Score
    • The average Cx Score difference between scores received based on the selected time period and the average Cx scores of the equivalent past time period
    • For example, if today’s data were June 30 and you selected “Last 30 days,” the change in average score would be the difference between scores received between June 1 and June 30, and scores received between May 1 and May 31.

Dialogue Age

  • The Dialogue Age number represents the average number of days it takes to close dialogues based on the hours of a business day.
  • Your district can set Dialogue Age to display as an average number of hours or days.
  • Your district can set the number of hours for a business day.
  • Change in Dialogue Age
    • The difference between the average number of days it took to close dialogues in a selected time period and the average number of days it took to close dialogues in the equivalent past time period

Past Due

  • The Past Due number represents the total number of past due dialogues based on your district’s Past Due Definition setting. The Let’s Talk! default setting is five business days.
  • Change in Past Due
    • The Past Due difference represents the number of past due dialogues as of the last day of the time filter and the first day of time filter
    • For example: If you select “Last 30 days,” the Past Due difference is the total number of past due dialogues on day 1 minus the total number of past due dialogues on day 30. The red triangle denotes more past due dialogues, while the green triangle denotes fewer past due dialogues.

Unresolved Critical Alerts

  • The number of Unresolved Critical Alerts represents critical dialogues with a status of:
    • Unopened: Dialogues that have not been addressed by the district
    • Pending details: Dialogues that are waiting on information from the customer
    • In progress: Dialogues that are ongoing and is being addressed by the district
  • Change in Critical Alerts
    • The difference between the number of Unresolved Critical Alerts (open, pending details, or in progress) on the first day of the time filter and last day of the time filter.

Positive Experiences

  • Positive Experience dialogues received a Cx score (measured on a 10-point scale) of eight or higher. The total number of Positive Experience dialogues is based on the time period selected in the filter.
  • Change in Positive Experience dialogues
    • The difference between the number of positive experience dialogues received on the first day of the time period and the last day of the time period selected using the filter
  • A cut score of eight or higher was determined based on statistical analysis of all Let’s Talk! Cx scores received by all K12 Insight clients between January 2014 and January 2018. The average Cx score was 8.10.

Negative Experiences

  • Negative Experience dialogues received a Cx score (measured on a 10-point scale) of five or lower. The total number of Negative Experience dialogues is based on the time period selected in the filter.
  • Change in Negative Experience dialogues
    • The difference between the number of negative experience dialogues on the first day of the time period and the last day of the time period selected using the filter
  • The cut score of five or lower was determined based on statistical analysis of all Let’s Talk! Cx scores received by all K12 Insight clients between March 2014 and January 2018. The average Cx score was 8.10. Scores lower than six are one standard deviation below the average. Very positive scores are 9.0 or higher.

Open Dialogues

  • The number of Open Dialogues includes all unopened, pending details and in progress dialogues.
  • Change in Open Dialogues
    • The number of open dialogues based on the difference between the first day of the time period and the last day of the time period as defined by the filter

Community Voice

Word Cloud Filter

    • The Community Voice word cloud filter excludes articles, pronouns, conjunctions, prepositions, salutations, and common first names. Check the filtered words here.
    • The exclusion list can be customized by any user for their own account.
  • The Critical Word Frequency chart lists the top 10 frequently used words in rank order during the time period selected in the filter.

Dialogue Metrics

The dialogue metrics provide detailed information about the dialogues received during the time frame selected in the filter. The data and charts provide a snapshot of who submitted dialogues, what type of dialogue was submitted, how the dialogues were submitted, and the distribution of how many dialogues customers submitted.

Customer Type

  • The horizontal bar graph illustrates the percentage of dialogues received during the filtered time frame selected. Hover over the bar, to see the actual number of dialogues received.
  • Unknown customer type includes dialogues submitted or created from email, social media, and only anonymous dialogues submitted prior to July 7, 2017
  • The percentages will not add up to 100% since a customer could select multiple roles.

Dialogue Type

  • The horizontal bar graph illustrates the percentage of types of dialogues received during the filtered time frame selected. Hover over the bar, to see the actual number of dialogues received.
  • Unknown dialogue type includes dialogues submitted or created from email, social media, and anonymous dialogues.

Entry Point

  • The horizontal bar graph illustrates the entry point percentages of customer submitted dialogues or recorder created dialogues. Hover over the bar, to see the actual number of dialogues received.

Customer Frequency

  • Let’s Talk! tracks the number of times a customer’s email address or phone number is used and tracks IP addresses for anonymous dialogues. The customer frequency chart shows the percentage of customers who submitted.
  • Disclaimer: The Customer Frequency graph includes anonymous customer dialogue data. Anonymous dialogue customer data is cataloged in Let’s Talk! using an IP address, therefore the data presented may not accurately represent individual customers.

Dialogue Activity

The Dialogue Activity vertical bar chart represents the day-to-day status of dialogue activities over the time frame selected in the dashboard filter. The blue horizontal dashed line represents the average number of dialogues received over the filtered time frame.

You can customize the Dialogue Activity graph view by including/excluding each status simply by clicking on each status on the Graph Legend.

Top Interest Areas

The top five interest areas are listed in the horizontal bar chart in order of most frequent to least over the dashboard filtered time frame. This time frame is adjustable by the user such as last 30 days, last 90 days, or a custom time frame.

Top Tag Categories

Dialogues can be tagged with categories found in the Tag List. Tagging is optional. The horizontal bar chart shows the top five tag categories. A minimum of 10% of all dialogues must be tagged for any category to show.