Heat map analysis widget gives you computed scores on different touchpoints in a graphical way differentiating on priorities by color shades and NPS scores. The darker the color is, the higher is the density.
Where can I use Heatmap widget?
The Heatmap widget can be used to understand which is the weakest touchpoint for a segment and let you compare a touchpoint accross different segments. After Analysing this widget, you will be able to figure out which touchpoint-segment combination has the minimum and maximum NPS score.
The color shades range from dark red to dark green, darkest red represents the highest negative score(-100) and darkest green represents the highest positive score(100).
The score is calculated by comparing the responses of the question with the responses of the benchmarked NPS question.
How to add the Heatmap widget?
- Login to CX
- Go to Analytics
- Click on Add Widget
- Select 'Survey' from the widget type drop down
- Select a survey from the ‘Survey’ drop down
- Select the 'Heatmap' widget
- On clicking Next button, a drop down to select the question will appear
- Select the Segments you want to compare in the chart
- User can turn on the apply filter toggle button and apply 'Product', 'Product Group' or 'Custom Varable filter'filter
- Click on Save to add the widget on the CX analytics
How to make customizations to the columns of the heatmap?
Heatmap provides options to represent columns by segments, products, or closed-end questions. This feature empowers users to customize their heatmaps by selecting the specific data categories they wish to visualize, enabling more focused and granular analysis of the information presented.
- While adding the widget you can choose the chart metric which consists of options like open ended questions, segment and products which can be represented as columns. For each option there is a multi choice list provided which can be selected as required. The same options are also available while editing the widgets.
- In the image below, the rows represent the questions and the columns represent the chart metric which is open ended questions in this case.
While there is no technical limit on the number of columns that can be displayed in a HeatMap widget, it is recommended to have fewer than 20 columns for optimal data visualization. This is because having too many columns can make the widget difficult to read and interpret.
Which question types can create a heatmap widget?
Below question types can be analysed using Heatmap widget:
- Text slider
- Tube pulse
- Single Matrix (Multi-point Scales)
- Customer Satisfaction (CSAT)