Feedback Analytics dashboard
Summarize
Summary of Feedback Analytics dashboard
The Feedback Analytics dashboard in ServiceNow Zurich release centralizes tracking of user feedback collected via portals, email, Virtual Agent, kiosks, and Now Mobile®. Previously known as the Experience feedback dashboard, it consolidates all feedback responses in one read-only dashboard that supports the Next Experience theme.
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Access requires specific roles such as assessmentadmin (for assessment components), escadmin (Employee Service Center admin), or surveyreader (view-only access). To customize the dashboard, customers must clone it. Users can filter or clear the Portal filter to view feedback trends across all channels collectively.
Key Features
- Feedback Analytics Overview: Displays average ratings over the last six months and over time, respondent counts by feedback channel (portal, mobile, email, kiosks, Virtual Agent), and average ratings by service feedback definitions such as topic pages or workflows.
- Top Pages and Topics: Identifies the most active pages for feedback and experience feedback, highlighting where users provide the most input.
- Experience Feedback Section: Shows average ratings, distribution of ratings (including 5-point scales and numeric scales), top rated topics, and detailed topic-wise rating breakdowns.
- Service Feedback Section: Similar to experience feedback, it provides average ratings, ratings by feedback definition types, top topics, detailed rating breakdowns, and most responsive pages.
- Tasks Section: Tracks feedback-related tasks by status and displays pages generating the most feedback tasks, helping monitor follow-up actions.
Key Outcomes
ServiceNow customers using the Feedback Analytics dashboard gain a comprehensive, integrated view of user feedback across multiple channels, enabling better insight into user satisfaction and engagement. The dashboard supports data-driven decisions by highlighting trends, top feedback topics, and areas requiring attention through task tracking. By leveraging these insights, organizations can enhance their service delivery and user experience effectively.
Track all your feedback responses with the Feedback Analytics for portals, email, Virtual Agent, kiosks, and Now Mobile®.
The Feedback Analytics, previously called the Experience feedback dashboard, helps you track all the feedback responses gathered from your users, in one place.
Feedback Analytics dashboard supports the Next Experience theme.
| Role | Description |
|---|---|
| assessment_admin | This role has access to the assessment components. |
| esc_admin | This role is the Employee Service Center admin. |
| survey_reader | This role can view the contents of the dashboard. |
Clear the Portal filter option, if you want to view the trend of responses, regardless of their channels.
You can see the following trends on the dashboard.
Feedback Analytics Overview
Average rating (last 6 months): Shows the average rating gathered in the last six months.
Average rating over time: Shows the average rating gathered for a period.
Respondents by channel: Shows the number of responses received based on the type of channel used to get it. For example portal, mobile, email, kiosks, or Virtual Agent feedback.
Average rating for service feedback definitions: Shows the average rating for each feedback definition created. For example, the average rating for topic pages residing in different taxonomies or the average rating for workflows.
Service feedback - top pages by responses: Shows the top choices in the pages where feedback is received on the portal.
Experience feedback responses: Shows the number of responses received through the drawer widget or on the modal in the portal.
Experience feedback - top pages by responses: Shows the top choices in pages where experience feedback is used.
Experience feedback
Average rating: The average of the ratings received for Experience feedback.
Experience rating: Basic experience feedback rating data received presented by percentage.
Experience rating - 5 point scale: Number and type of ratings received in both 5 point scale and 5 point numeric rating scale.
Top topics by average ratings: Top topics according to the rating received in descending order.
Topic-wise breakdown of ratings: Topic-wise breakdown of the point-scale rating received.
Experience feedback - top pages by responses: Top pages with the most experience feedback ratings.
Service feedback
Average rating: Average of the ratings received for Service feedback.
Average rating for service feedback definition: Average of the ratings received by Service feedback definition types.
Top topics by average ratings: Top topics according to the rating received in descending order.
Topic-wise breakdown of ratings: Topic-wise breakdown of the point-scale rating received.
Service feedback - top pages by responses: Top pages with the most service feedback ratings.
Tasks
Feedback tasks: Number of tasks displayed by their respective states.
Top pages by feedback tasks: Top pages where feedback is shared and the number of tasks displayed by their respective states.