TABLE OF CONTENTS


Introduction


Feefo's Q&A Dashboard provides businesses with a comprehensive set of metrics and insights to track the performance and conversion rates of customer questions and interactions. These metrics offer valuable data points to understand customer engagement, response effectiveness, and ultimately, drive business growth. Let's delve into the key metrics displayed on the Q&A Dashboard:



Filter

FieldDescription
Merchant Name(s)Enter the name or identifier of accounts available to the user. If you select multiple accounts you see the aggregation in the metrics
Question Created DateChoose from preset date range options or create a custom range.
Tag KeyChoose a tag key to display particular metrics.
Tag ValueChoose a tag value to display particular metrics.


Performance


FieldDescription
Questions Asked(card)

The count of questions asked


Calculation: count of distinct question.

Questions With Answer

The count of questions asked and received at least one answer


Calculation: count of distinct question.id where question.status=ANSWERED

Questions With Answer(%)

The percentage of questions asked and received at least one answer


Calculation: Questions With Answer/Questions Asked

Average Response Time(h)

The average time spent(h) between a question asked and answered


Calculation: AVG(DIFF_HOURS(question.created_time,answer.created_time))

Question Status BreakdownA breakdown table showing how many questions are ANSWERED/AWAITING/REJECTED and the percentage of total
Rejection Reason BreakdownA breakdown table showing the count of questions for each rejection reason and the percentage of total
Questions With Answer(chart)A bar chart showing the count of questions asked(orange line) and the count of questions with answer (blue line) by date
Top 10 Products with Most QuestionsA table showing the top 10 product SKU with the most count of questions, along with product title, parent SKU and count of answers.
Agents Who Answered the Most QuestionsA table showing responder name, merchant name, count of answers and the percentage of total. the table is sorted on count of answers in descending order.

Conversion


FieldDescription
Conversion Rate (SKU Level)

The percentage of people who asked question and bought the same SKU

Calculation: Count of people who asked question and then bought the same SKU/Count of people who asked question

Conversion Rate (Parent SKU Level)

The percentage of people who asked question and bought anything with the same parent SKU

Calculation: Count of people who asked question and then bought anything with the same parent SKU/Count of people who asked question

Conversion Rate (Order Level)

The percentage of people who asked question and bought anything

Calculation: Count of people who asked question and then bought anything/Count of people who asked question

Revenue Received

On order level, how much revenue the merchant has received, breakdown by currency

  • since we only have unit price but no quantity in sale data, the total revenue here will be inaccurate when someone bought 2 or more same products in one order.
Sale DetailsA table showing question and sale details for questions that ended up with a sale.