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:
Report Filters
Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:
| Field | Description |
| 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 Date | Choose from preset date range options or create a custom range. |
| Tag Key | Choose a tag key to display particular metrics. |
| Tag Value | Choose a tag value to display particular metrics. |
Performance
| Field | Description |
| 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 Breakdown | A breakdown table showing how many questions are ANSWERED/AWAITING/REJECTED and the percentage of total |
| Rejection Reason Breakdown | A 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 Questions | A 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 Questions | A 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
| Field | Description |
| 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
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| Sale Details | A table showing question and sale details for questions that ended up with a sale. |