Chatter Research Help Center
Welcome to the Chatter Research Help Center! On this page we'll walk you through the basics of using the platform and share tips on increasing engagement with your conversational surveys.
Getting Started
Chatter Research makes it easier than ever for brands to get closer to their customers. With Chatter, you will be able to hear what your customers are saying about their experience in real time. Using text-message and/or online chats, we deliver conversational surveys that make sharing feedback convenient for your customers and provide you with actionable insights to improve experiences quicker than ever before.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) shows how likely someone is to recommend your product/service to friends or family. A typical NPS question might ask:
"How likely are you to recommend this store
to a friend or family member?"
Answers range on a scale from 0 (not at all likely) to 10 (extremely likely).
😍 Promoters - responded with a score of 9 or 10
😐 Passives - responded with a score of 7 or 8
😞 Detractors - responded with a score from 0-6
NPS = Percentage of Promoters - Percentage of Detractors
For more information on how NPS is calculated, please watch the “What is Net Promoter Score (NPS)?” video.
Alerts System Overview
Knowing when a customer has had an unpleasant experience is important. Our Alerts System will instantly send you a notification when a customer has a negative experience and wants to be contacted about it.
Using the contact information provided by the customer, you can quickly repair the relationship and leave them with a positive, lasting impression of your brand .
For more information, watch the “Alerts System Overview” video.
Tutorials
How It Works
Chatter works best when customer-facing employees encourage every customer to take a moment to provide their feedback.
Starting the conversational survey is simple. In most cases, customers can trigger the conversation using one of two methods: (1) Scan the QR code or, (2) Text the trigger word to the assigned phone number (i.e., Text “Hello” to 09421).
Still not sure of how to initiate a conversational survey? Please watch the “How It Works” video.
Results Dashboard Overview
While your customers are completing surveys, the dashboard will display live activity and analyze customer feedback in real time using artificial intelligence.
In the dashboard, you will be able to view Engagement, Satisfaction, Live Responses, Topics Raised by Customers, and Question Tiles that give you a summary of the responses your customers are providing in your survey.
Still not familiar with the Dashboard? To get more comfortable, watch the “Results Dashboard Overview” Video.
What's on Your Dashboard
The Dashboard is home to all of your customers' feedback. See the Glossary below to have a grasp on the functionality of the Chatter Dashboard. To better understand the dashboard content as it appears below, log in to the application and view data that is specific to your company.
1. Navigation Bar
The Navigation bar is where you can access the dashboard, edit your profile, select the survey you want to view, and view all other pages available to you.
2. Filters*
Filters allow you to view the specific data you want to see. The most commonly used filter is the Date filter, which allows you to select a time frame and view responses for the selected period.
* Filter options may vary between users
3. Survey Options
The Survey Options button displays a drop-down list of actions that can be made to the survey. The most commonly used feature is the Export feature. Note that exports honour active filters.
4. Engagement Widget
Engagement shows the number of customers that initiated the survey, completed the survey, partially completed the survey and your overall survey completion rate.
5. Satisfaction Widget
Satisfaction measures the overall customer satisfaction by date. In the application, hover over the trend line to view the exact score and number of responses for the corresponding time period.
7. Topics Widget
6. Live Responses Widget
Live Responses shows the most recent and relevant feedback to the selected question (typically free-text). It also shows the exact time that the feedback was given. With that, you may be able to recall the details described by the customer as they occurred within the day, hour, or minute.
The Topics widget displays the topics raised by your customers and indicates whether they were positive, negative or neutral in sentiment.
8. Responses (Question Tiles)
Every question in the survey is displayed by its own tile. The graphs displayed within the application vary depending on the question type. The sample size of a particular question is also shown at the bottom right of each tile so that you know how many of your customers are represented in the graph.