Customer Dashboard

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Customer Dashboard

Go to Menu —> Dashboards —> Customer tab.

This dashboard will give you a real-time overview of your customer's actions on your business. This data will let you find out who your important customers are, make informed decisions about your marketing efforts, measure the success of your business, and prevent poor customer satisfaction.

Merchants can see customer feedback responses right from their dashboard to better understand what’s working and what could be better.

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Use this dashboard to track key metrics and learn what can be improved in your business:

  • Learn your store's overall rating and how successfully you are running
  • Track your Top Customers, newly added customers, and returning customers
  • Track how many survey responses you received 
  • Gauge how your surveys affected the app's rating
  • View responses/ratings that need the most attention

The updated dashboard now features CRM filters for date ranges, enabling users to choose from dropdowns or opt for relative date options like Current Week or Previous Month. Users simply click Filter to apply selections. Additionally, we have the filter by location feature, allowing users to search and filter customer data using venue, store, and register parameters. This aims to provide users with a more flexible and powerful tool to analyze customer interactions.

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You may click on the arrow icons that say View Details below the box to look at a more detailed view.

Top Customers

This displays the top five customers with their names and the sales you have generated from them based on the date range you've selected. Clicking on the arrow will take the user to the customer page. Clicking on the 2022-12-05_22_58_56-retailcloud_console.png symbol to the left of any customer name will bring up their customer details.

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Top Customer Groups

This helps you review your customer groups and their activities. This tab includes the Top Five Customer Groups with their name, transaction amount, average markup & average markdown percentage. Clicking on the 2022-12-05_22_58_56-retailcloud_console.png symbol to the left of any customer group name will bring up the group details with a Customer Group Report generated for the date range selected.

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Returning Customers

Returning customers are the customers who have already purchased something in the past, and are returning in that time period. You can view a graphical representation of this on the customer dashboard.

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  • 2022-12-26_10_40_01-retailcloud_console.pngNew Customers: Customers who made their first purchase within that time period.
  • 2022-12-26_10_39_48-retailcloud_console.pngReturning Customers: Customers who have already purchased something in the past, and are returning in that time period.
  • Total Returning Customers: Total number of customers who have already purchased something in the past, and are returning in that time period.
  • Returning Customer Rate:  Return customer rate represents the proportion or percentage of your company's customers who stick with you within a specific period. (Number of customers who have made a purchase before / total number of customers)*100
  • Average Return Time: Average days customers are returning

Customer Word Cloud

A word cloud graph is displayed on the customer dashboard which is based on the top attributes and classifications from which the customers purchased. Classification in which customers spent the most is displayed in the bigger size on the word cloud.

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Overall Store Rating

This provides an overview of the store's ratings and review dynamics, as well as insights into the efficiency of your business and performance. 

Click on the View Details —> button to navigate to the Store Details page.2022-09-27_09_59_09-Window.png

 

If you have multiple stores, choose the specific store from the drop-down box.

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Detailed View of Survey Responses 

Click on the View Details link to view the details of customer survey responses. 

Note: The console will now display the ten most recent customer survey responses directly on the customer dashboard, replacing the daily sales graph with a real-time feedback section for immediate visibility of the latest feedback.

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A pop-up will appear which will show all the responses received from customers.

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This will show the details of CSAT / NPS / text survey responses as Happy/Very Happy/ Bad. Survey rating smiley will be based on positive/neutral/negative ratings.

Response Summary

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The summary of all the responses received for the particular store can be obtained from the Response Summary page on the Customer Dashboard. Click on the link to navigate to the page.

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Go to each rating (Positive/Neutral/Negative) tab to view the responses separately. Each rating will have 3 tabs, Summary, Questions & Individual.

Summary: This will list all the responses under a particular rating. For example, if the store got 100 positive responses, it will show all the responses under summary.

Question: This has the option to choose a particular survey question from the dropdown and sort the responses.2023-01-05_20_06_16-retailcloud_console.png

Individual: This tab will sort responses based on Customers. It have the option to choose customers from the dropdown which will list the responses given by that particular customer.2023-01-05_20_08_02-retailcloud_console.png

How to Measure Customer Satisfaction?

Customer satisfaction and loyalty is a crucial factor that determines key business benefits like increased market share, lower costs, or higher revenue. 

There is a close connection between customer satisfaction and business performance. Therefore, there is no doubt that you want to make sure your clients are happy with your products and services.

The best way to find out if you meet customer expectations is to get their feedback. 

Customer Satisfaction Score (CSAT)

By using rating-based questions, you can easily estimate the satisfaction score and consequently predict your company’s financial health.

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These scores can be used for various analytics as well as for understanding the sentiment of the customers

  • If the score lies between 1 <= Score <= 2.49, the response will be considered as       Negative Score

  • If the score lies between 2.5  <= Score <= 3.49, the response will be considered as      Neutral Score

  • If the score lies between 3.5  <= Score <= 5, the response will be considered as          Positive Score

Net Promoter Score (NPS)

It is the most accurate metric that helps to measure, manage and improve customer satisfaction. The metric is based on one simple question that finds out “how likely it is that a customer would recommend a brand to a friend”. 

The response options for the loyalty questions are based on a 0–10 point rating scale, with 0 representing extremely negative and 10 representing extremely positive. 

As it is a simple methodology every business can apply it in customer satisfaction management.

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How to calculate NPS?

NPS is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower (known as ‘Detractors’) from the percentage of customers who answer with a 9 or 10 (known as ‘Promoters’).

Net Promoter Score Scale: Detractors, Passives, Promoters

In the Net Promoter system, customers are categorized into three groups—promoters, detractors, passives—depending on how they answer the standard “how likely are you to recommend us” question:

Promoters (score of 9 and 10) represent a company’s most enthusiastic and loyal customers: these people are likely to act as brand ambassadors, enhance a brand’s reputation, and increase referral flows, helping fuel the company's growth.

Detractors (score of 0 to 6, included) are unlikely to recommend a company or product to others, probably won’t stick around or repeat purchases, and—worse—could actively discourage potential customers away from a business.

Passives (score of 7 or 8) are not actively recommending a brand, but are also unlikely to damage it with negative word of mouth. Although they are not included in the NPS calculation, passives are very close to being promoters (particularly when they give a score of 8), so it always makes strategic sense to spend time investigating what to do to win them over.

Depending on how many and what kind of answers you get, your NPS score can be somewhere in the -100 and 100 range. Anything under 0 is usually a bad sign, a score between 0 and 30 is normally a good score, a score between 30 and 70 is a great score, and anything over 70 means you have very high loyalty levels.

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