Response Quality section gives you an overview of the depth of responses you are getting.
Requires HappySignals Analytics Administrator level role.
A response always contains a score, but other additional information, such as factors, lost time, free text feedback, and IT Profile information are optional. With this view you can follow how actively your employees are giving optional additional details with their feedback:
- One or more factors chosen: How many of your total respondents selected one or more factors as additional insight to the score they selected.
- Lost time estimated: How many of your total respondents estimated the amount of working time they lost due to the incident, request, or other measurement area in question.
- Free text feedback: How many of your total respondents provided written feedback as additional insight to the score they selected.
- IT Profile answered: (Only available for IT Incidents) How many of your total respondents have answered questions about their IT skills and behaviour, based on which their IT Support Profile is formed. Read more about IT Profiles here.
Response Quality view shows data from the last 6 months. Data is divided into different Enterprise Service Management (ESM) areas, such as IT, HR and Finance, and their ticket types.
Access the Response Quality view in the Settings under the Data Quality section:
See breakdown to drill into the different ticket types, such as Incidents or Requests, in more detail.