How to build a Quantify query?
Use Quantify to make a special report that fits exactly what you need and want. This means you can focus on the parts of customer feedback that are most important to you. By doing this, you can get practical insights that will help you make smart decisions about how to make your product better.
To access Quantify, from the Enterpret homepage, click on Quantify icon on the left-hand sidebar. This screen will open up.
Step 1 : Quantify Feedback
Go to Quantify Feedback and click on Show me, scroll down and choose from a wide range of options of Tracked Keywords, Reasons, User Sentiment, Language of Feedback, Users & Accounts, Sources and Source specific Metadata.
Step 2 : Apply Filters
2. To further refine your Quantify, you can apply filters that provide greater specificity to your customer feedback insights by clicking Add Filter under 'Filter Feedback By'.
These filters allow you to delve deeper into the data and better understand your customers' feedback.
Step 3 : Specify the Time window
You can specify the duration of time for your analysis by choosing from a range of predefined time frames. For more flexibility, you can use the date picker to select a custom date range.
Last - Helps you select a range for last X number of days.
Since - Helps you see a range from a certain point of time
Between - Helps you select a time range
Step 4 : Measured as
Your report is almost ready. You can now select the unit that you want your Quantify to be in. You can toggle between various calculations of Feedback, User and Account through dropdown panels.
You can choose between Basic Calculations (Count, Percentage) and Aggregate Calculations through dropdown panels.
To understand these Calculations better, Click Here
You can choose the type of data points.
Step 5 : Select and unselect values you want to see
You can select and unselect values that you want to specifically see in the 2 types of chart provided on Enterpret to analyse your data.
What are Bar charts and Trends + Anomalies Chart and the difference between both?
Bar charts show the aggregate of different categories of data, helps you compare the data points side by side.
Trends + Anomalies Chart helps identify significant deviations from standard patterns, manifesting as abrupt volume, sentiment, or content shifts, we refer them as Anomalies.
To understand more about Anomalies, Click here
For Bar Chart
Scroll down under the Visualisation Charts, you will find that you can select and unselect the values that you want to keep in your Quantify Bar Chart specifically.
For Trend + Anomalies Chart
You can switch to the Trend + Anomalies chart from the Bar chart view on the top.
After switching, you can select and unselect values (just as you could do for the Bar chart) for the Trend + Anomalies chart.
After all these steps, a Quantify Query has been successfully created, which would look like this.
Step 6 : Saving a Quantify
To save a quantify, click on the SAVE button at the right top of the screen. A pop-up window will appear. For Example, here name it as 'Test Quantify'
Name the Quantify and hit SAVE QUANTIFY , the Quantify gets saved to the 'Saved Items'. Visit there to check it out.
How to use calculations on Quantify using 'Measured as'
You can configure the calculations on Quantify to choose the values you'd want to plot and visualise for the field you've chosen in the "Show Me" dropdown through the 'Measured as' section.
Basic Calculations
Count
Available for all metadata and prediction fields.
Count shows the number of feedback records for different values of the field you've selected in "Show Me", within the limits of the applied filters, for the queried duration.
Percentage
Available for all metadata and prediction fields.
Percentage plots the ratio of the number feedback records different values of the field you've selected in "Show Me", against all the feedback records that match the applied filters, for the queried duration.
Aggregate Calculations
Net Promoter Score (NPS)
Available for all numeric metadata fields with values between 0-10.
Net Promoter Score (NPS) is a metric used to measure customer experience. It's automatically available for usage, when a metadata field has values in the range of 0-10.
Those who respond with a score of 9 to 10 are labeled Promoters, those with a score of 7 to 8 are labeled Passives, and those with a score from 0 to 6 are labeled Detractors. The Net Promoter Score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result is a score between -100 and 100, with a higher score indicating better customer satisfaction and loyalty.
Customer Satisfaction Score (CSAT)
Available for all numeric metadata fields with values between 1-5.
Customer Satisfaction Score, often abbreviated as CSAT, is a metric used to measure a customer's satisfaction. The CSAT score is calculated as the percentage of positive responses. CSAT is available as a calculation on all metadata fields which have values in the range 1-5. The calculated value is the percentage value of customers who gave a positive rating (4 or 5).
CSAT Score = (# Positive responses {4 or 5} / # All responses) x 100
Sum
Available for all numeric metadata fields.
Sum, is a weighted sum of a numeric metadata's values. It's derived by multiplying each value of a numeric metadata by the number of times it occurs on feedback records matching the applied filters and set duration, then summing those products together.
Mean
Available for all numeric metadata fields.
Mean value, or the arithmetic mean, is the 'average' of a numeric metadata value. It's calculated by adding up all the occurrences of a metadata value, and then dividing by the total number of feedback records matching the applied filters and set duration.
Customer Dissatisfaction Score (DSAT)
Available for all numeric metadata fields with values between 1-5.
Customer Dissatisfaction Score, often abbreviated as DSAT, is a metric used to measure a customer's dissatisfaction. The DSAT score is calculated as the percentage of negative responses. DSAT is available as a calculation on all metadata fields which have values in the range 1-5. The calculated value is the percentage value of customers who gave a negative rating (1 or 2).
DSAT Score = (# Negative responses {1 or 2} / # All responses) x 100
Calculations on Users and Accounts
If you have enabled Sycned Users and Accounts on your instance, you'd notice that you can can apply calculations on User and Account metadata as well.
For example, in the image attached below, we're looking at the Mean value of ARR for customers who've shared feedback on the respective Reasons for Zoom.
To create this view of Quantify:
Set Show Me to Reason (or any other property that you want to group your data by)
From the first Measured as dropdown, choose the calculation you want to apply -- in this case, we'll choose Mean.
From the second Measured as dropdown, choose the field upon which you want to apply this calculation on. In this case, we'll choose the ARR field under the Account metadata fields.
NOTE: While applying aggregate calculations like Sum or Mean on account metadata fields, aggregated value is counted only once per account, to avoid double-counting. Likewise for users.
For example, if you're looking at Sum of ARR for Reasons, and 5 users from the same account (Account1) have shared feedback about a specific Reason (ReasonA). The Sum of ARR for ReasonA would only include Account1's ARR once, and not 5 times.
Why is a calculation not available for a selected field?
A calculation might not be available for a selected field if the field's values are not numbers, or if it's values don't fall in the numeric range for the calculation, e.g., 0-10 for NPS, etc.
A common issue here might be that the field is a number, but has been ingested as a string value due to a misconfiguration in an uploaded CSV, or upstream feedback data. Please feel free to reach out to the Enterpret Team if you encounter such cases, we'll be happy to help!
How to compare Quantify?
The Compare Button
You can Compare Quantify charts by time duration and filters by clicking on the COMPARE
button at the left bottom.
You can see the COMPARE button under the 'Measured as' section on your screen.
On clicking the button, you will have an option to compare 'By Time' and 'By Another Filter'
Compare : By Time
You can compare Quantify charts and insights for two various durations of time, Duration A and Duration B. The comparisons will reflect as bar charts at the right side of the screen.
Both of the durations are completely customisable with the help of the calendar Enterpret provides to select dates.
On removing the Compare by Time, the Duration B gets removed and your Quantify charts work according to the Duration A which you had created by creating the Quantify.
Compare : By Another Filter
You can also compare Quantify charts and insights for various filters, hereby named as Filter A and Filter B.
Filter B can be created independently by clicking Add Filter or can be on the top of Filter A, by clicking ADD FROM FILTER A.
How to use Quantify query Templates?
Enterpret provides with some in-built Quantify query templates that can be used to build Quantify charts.
You can find these on the right half of Quantify screen.
Click on any one of the 6 templates to build a query.
For example, you can click on the 'Top recommended Reasons for you', this Quantify will show up.
