The Dashboard provides a quick snapshot of your customer feedback activity. It highlights alerts that require attention, summarizes satisfaction trends, and gives you shortcuts to important areas of the platform.

Use the dashboard to quickly identify customer issues, monitor performance, and navigate to detailed reports.

Dashboard Sections

The dashboard automatically displays widgets based on your account’s features and available data. Your dashboard may look slightly different from that of other users, depending on the features enabled for your organization.

Needs Action

The Needs Action section highlights items that require immediate attention. These alerts help you prioritize follow-up tasks and customer outreach.

Common alerts include:

Customers at Risk

Customers whose satisfaction has declined or who left negative feedback.

To follow up:

1. Click Follow Up.
2. The system opens the Inbox filtered to at-risk surveys.
3. Review the feedback and respond to the customer.

Bad Contact Info

This alert identifies issues with customer contact data that may prevent surveys from being delivered.

Examples include:

• Invalid email addresses
• Email bounce errors
• Missing phone numbers
• SMS delivery failures

These alerts help explain issues such as low survey response rates or failed survey deliveries.

AI Insights

The AI Insights widget summarizes common themes appearing in recent survey responses.

Instead of relying on keyword matching, the system analyzes feedback using AI to identify patterns and related ideas.

For example, a theme such as Staff Friendliness may include feedback like:

• “Very polite staff”
• “Friendly service”
• “Great attitude”

Use this section to quickly understand what customers are talking about most.

Recent Surveys

The Recent Surveys (Customer Surveys) section displays a preview of the latest survey responses.

Use this section to quickly scan recent feedback. For full survey details and follow-up actions, open the Surveys page.

Loyalty Summary

The Loyalty Summary widget provides a high-level view of customer satisfaction trends.

This widget displays:

• Overall Net Promoter Score (NPS) trend
• Best-performing locations
• Lowest-performing locations

To explore the data further:

1. Click View Report.
2. Open the full analytics report.

Optional Dashboard Widgets

Some dashboard widgets appear only when certain features are enabled.

Awards Tracking

If your organization participates in an awards program, this widget tracks progress toward award criteria and rankings.

Lead Survey ROI

If you use lead follow-up surveys, this widget estimates potential revenue from survey responses.

To calculate estimated ROI, enter:

• Average customer value
• Average project value

The system multiplies these values by the number of leads who indicate they are still interested.

Dashboard Customization

The dashboard layout is automatically generated based on your account configuration.

Widgets appear based on:

• Enabled features
• Available data
• Organization hierarchy
• Account settings

At this time, users cannot manually rearrange dashboard widgets.

Next Steps

To review and respond to customer feedback, open the Surveys section.

For deeper performance analysis and reporting, navigate to Analytics within the Surveys area.

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.