--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Feedback Analytics dashboard # Feedback Analytics dashboard {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Feedback Analytics dashboard The Feedback Analytics dashboard consolidates all user feedback collected from multiple channels including portals, email, Virtual Agent, kiosks, and Now Mobile®. Previously known as the Experience feedback dashboard, it supports the Next Experience theme and enables tracking of feedback responses in one centralized location. This dashboard is read-only by default, requiring cloning for customization. Show full answer Show less Access to the dashboard is controlled via specific roles: **assessmentadmin** (assessment component access), **escadmin** (Employee Service Center admin), and **surveyreader** (view-only access). Clearing the Portal filter allows viewing feedback trends across all channels collectively. ## Key Features * **Overview Section:** Displays average ratings over the last six months and over time, respondent distribution by channel, average ratings by service feedback definitions, and top pages by response volume for service and experience feedback. * **Experience Feedback Section:** Shows average ratings, rating distributions including a 5-point scale breakdown, top topics by ratings, topic-wise rating breakdowns, and pages with the most experience feedback responses. * **Service Feedback Section:** Provides average ratings overall and by feedback definition types, top topics ranked by average ratings, topic-wise rating details, and pages with the highest service feedback responses. * **Tasks Section:** Tracks the number and states of feedback-related tasks and highlights top pages generating feedback tasks. * **User Experience Dashboard:** Offers a consolidated view of all feedback data types within the User Experience Analytics dashboard for quick insights. ## Practical Benefits for ServiceNow Customers This dashboard empowers ServiceNow customers to comprehensively monitor and analyze user feedback across multiple input channels, facilitating data-driven decisions to improve service delivery and user experience. By understanding feedback trends, top-performing topics, and pages generating the most feedback and tasks, customers can prioritize enhancements effectively. The role-based access ensures secure and controlled visibility tailored to administrative and analytical needs. 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. The following roles are required to access or view the dashboard:{#ex-fdback-board__table_xlb_q41_f1c__entry__2} | 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. | [Table 1. Feedback Analytics dashboard roles] {#ex-fdback-board__table_xlb_q41_f1c} Note: Feedback Analytics is a read-only dashboard. You must clone the Feedback Analytics dashboard to customize it. 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 {#ex-fdback-board__section_pkc_44x_ycc} Figure 1. 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 {#ex-fdback-board__section_g51_ttr_1fc} Figure 2. 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 {#ex-fdback-board__section_ijs_4vr_1fc} Figure 3. 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 {#ex-fdback-board__section_ig5_t4x_ycc} Figure 4. 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. * **[User experience dashboard](https://www.servicenow.com/docs/AY4TuqLZMMVV~N6uuNStaw)** The user experience dashboard helps get a consolidated view of the feedback data. It provides a quick view of all types of feedback data in the User Experience Analytics dashboard. **Related concepts** * [Campaign overview and Campaign analytics dashboards](https://www.servicenow.com/docs/Wo55oyhCdM7AgNNWXq0vIg "Content Analytics collects data on user interactions and generates visualizations to help campaign managers determine the effectiveness of campaigns.") * [Content Analytics dashboards](https://www.servicenow.com/docs/g95TRLtN36yXAPn3i4pUnQ "Content Analytics display data visualizations for portal data collected in the default tracking profile.") * [Content engagement dashboard](https://www.servicenow.com/docs/HHQcnW2ZDYCN3QozEXe5Lg "Content analytics displays data visualizations of engagement metrics for content published to the portal or Now mobile app in the Content Engagement dashboard.") * [Content Library Overview dashboard](https://www.servicenow.com/docs/9jtUtHD1vnVVDUdo8sztBQ "Content analytics displays data visualizations of performance metrics for content published to the portal or Now mobile app in the Content Library Overview dashboard.") **Related reference** * [Approvals experience reference](https://www.servicenow.com/docs/xGOvpWvaWlHizZ9NZttO~g "Use the following reference information for better approval experience.") * [Block content form](https://www.servicenow.com/docs/vpb5Ie9iFabDXm8zry0Jqg "Block content form") * [Components installed with Employee Center Pro](https://www.servicenow.com/docs/bFe86DJvYklEwuBTGk9GbA "Several types of components install with the activation of the Employee Center Pro plugin, including user roles and tables.") * [Components installed with Content engagement](https://www.servicenow.com/docs/SoNeXpVIfJKWUF~3YsYPRA "Several types of components are installed with activation of the Content engagement plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Experiences](https://www.servicenow.com/docs/KR0Q83iQQ_aJEb766WFQTw "Several types of components install with the activation of the Content Experiences [sn_cd] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Publishing](https://www.servicenow.com/docs/6yVP7pRXh6l_p_JllmMRLA "Several types of components install with the activation of the Content Delivery [com.sn_content_delivery] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Governance](https://www.servicenow.com/docs/IaHXrPW5CnLqltmoAPlAJw "Several types of components install with the activation of the Content Governance [sn_cg] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Analytics](https://www.servicenow.com/docs/v8XPQtdVkxIdNOVfqR8Hwg "Several types of components install with the activation of the Content Analytics [sn_cda] plugin, including tables, user roles, and scheduled jobs.") * [Employee Center Pro widgets](https://www.servicenow.com/docs/dmRp4exLTvxivp2TanlIgg "You can use base system widgets as-is in the portal or clone them to suit your own business needs.") * [Feedback configuration form](https://www.servicenow.com/docs/wkXrMA~DiWVC2dZEnbIVYA "Description of the feedback configuration form fields to target a portal for feedback responses.") * [Feedback definition form](https://www.servicenow.com/docs/OlcFc__wR3MlIXaipJtXLA "Description of the feedback definition form fields to curate the experience and service feedback widgets in the portal pages.") * [Link content form](https://www.servicenow.com/docs/NvYtLJUndIqgqS1QX4So5Q "Link content form.") * [Location Consent form](https://www.servicenow.com/docs/JHmx617HcPI3Ta4h5_IRpA "The location consent form helps you configure the communication channels for appointment bookings.") * [Notification content form](https://www.servicenow.com/docs/_RCsTU9zwa0upgnIfGejqw "Notification content form") * [Properties installed with Content Experiences](https://www.servicenow.com/docs/zX5HxvzzJNmZH2StRzrKbQ "The Content Experiences [sn_ca] plugin adds properties that determine how a campaign runs related to scheduled jobs and performance.") * [Properties installed with Content Governance](https://www.servicenow.com/docs/FEdgeioM9nYGw_5Oht9dWQ "The Content Governance [sn_cg] plugin adds properties that determine how many records to show in the Content Operations dashboard.") * [Properties installed with Content Publishing](https://www.servicenow.com/docs/TDsWC69DwTLCClmk2YA_PQ "The Content Publishing [com.sn_content_delivery] plugin adds the following properties that are designed to control how scheduled jobs work in relation to notifications, to-dos, and communities.") * [Schedule appointment form](https://www.servicenow.com/docs/RfB6oKkWXjufcFnzPqPelg "Use the Schedule appointment form to select a reason and provide contact information for your appointment.")