Help Center / Analyzing the results

Analyzing the results


Follow the tutorial below to learn how to analyze the data on your Dashboard.


Check out our video tutorial:

Important concepts


1. What is your Dashboard?

Within the Yellow Tokens platform, you can access your monitoring Dashboards. Each project has its own Dashboard, where you can analyze various data about customer feedback. To access your monitoring Dashboards, follow the steps below:


– At any time, click on the “My Projects” option located in the top horizontal menu. Then, by clicking the arrow next to the gear icon of any project, you will be directed to that project's monitoring Dashboard.


2. What are Categories?

The feedback that customers provide for companies, establishments, and products are grouped into Categories.


Categories are broader topics mentioned by customers in their feedback.


For example, imagine a company received multiple pieces of feedback about the low price of its products, the possibility of installment payments at checkout, and great promotions. Although three different topics were mentioned, they all belong to the same Category: Price.


The Categories of feedback vary according to the project's segment.


3. What is CSAT?

CSAT, or Customer Satisfaction Score, is one of the most common metrics for measuring customer satisfaction. It ranges from 0% to 100%, with 100% indicating that customers are fully satisfied and 0% indicating that customers are fully dissatisfied.


4. What is NPS?

NPS (Net Promoter Score) is a metric that measures customer loyalty and their willingness to recommend a product, establishment, or company to others. It was created by Fred Reichheld, Bain & Company, and Satmetrix in 2003. It ranges from -100 to 100, with -100 indicating that customers are not willing to be loyal at all, and 100 indicating that customers are fully loyal.


5. What is SWOT Analysis?

SWOT Analysis is a strategic tool used to assess an organization’s strengths, weaknesses, opportunities, and threats. The term "SWOT" represents the four main elements of the analysis:


Strengths: Internal and positive aspects that the organization possesses.


Weaknesses: Internal and negative aspects that the organization possesses.


Opportunities: External positive factors that the organization can leverage to grow or improve.


Threats: External negative factors that may pose risks or challenges to the organization's success.

Analyzing the results


Investigate the feedback customers provide for the companies, establishments, and products in your project.


1. Access the “Feedback” page within your monitoring Dashboard. To do so, follow the steps below:


- At any time, click on the “My Projects” option located in the top horizontal menu. Then, click the arrow next to the gear icon of the project you want to analyze to access its Dashboard. Finally, make sure that the “Feedback” option is selected in the vertical menu on the left.


2.   In the upper center of the “Feedback” page, choose whether you want to view feedback about companies, establishments, or products in your project.


3.   Choose the period for your investigation, apply any other available filters on the page, and you’re done!


The “Feedback” page will allow you to, all in one place, view customer feedback on the companies, products, and establishments in your project from major digital platforms.


Are all comments made by customers on digital platforms captured and shown on the “Feedback” page of your Dashboard?


No. Only comments related to the purchase experience or a brand are considered feedback and, therefore, captured by the Yellow Tokens platform.


Understand the main topics of this feedback


1. Access the “Main Topics” submenu pages within your monitoring Dashboard. To do so, follow the steps below:


- At any time, click on the “My Projects” option located in the top horizontal menu. Then, click the arrow next to the gear icon of the project you want to analyze. Finally, ensure that one of the pages in the “Main Topics” submenu is selected in the vertical menu on the left.


2. Choose the period for your investigation, apply any other available filters on the page, and you’re done!


The “Main Topics” submenu pages provide a clear and quick view of the most recurring topics in customer feedback. With these, you can easily identify how frequently a particular topic is mentioned. The intensity of the color next to each topic indicates its recurrence: the darker the color, the more times it was mentioned.


On the “Main Topics” pages, you can compare how many times a particular establishment, product, or company in your project received feedback regarding a specific topic.


For example: you might conclude that a particular company in your project received far more “high price” feedback than another.


Use this data to shape your business strategy with the SWOT Analysis


1. Access the “SWOT Analysis” page within your monitoring Dashboard. To do this, follow the steps below:


- At any time, click on the “My Projects” option located in the top horizontal menu. Then, click the arrow next to the gear icon of the project you want to analyze. Finally, make sure the “SWOT Analysis” option is selected in the vertical menu on the left.


2.  Choose the period for your investigation, apply any other available filters on the page, and you’re done!


Understanding the SWOT Analysis on the Yellow Tokens platform


The SWOT Analysis on the Yellow Tokens platform is delivered for the companies within a project. When selecting a specific company for analysis, all other companies in the project are considered competitors to the selected company.


The strengths of competing companies are considered threats to the selected company, and the weaknesses of competing companies are considered opportunities for the selected company.


Each of the pillars (Strengths, Weaknesses, Threats, and Opportunities) of the SWOT Analysis is divided into:


1- Overall Satisfaction or Overall Dissatisfaction

2- List of Feedback Categories related to the project

3- Main topics of feedback related to the project


The table below illustrates how to interpret the SWOT Analysis on the Yellow Tokens platform.


Implement the short and medium-term Action Plans suggested by the Yellow Tokens platform


Access the “Action Plans” submenu pages within your monitoring Dashboard. To do so, follow the steps below:


– At any time, click on the “My Projects” option located in the top horizontal menu. Then, click the arrow next to the gear icon of the project you want to analyze. Finally, make sure one of the pages in the “Action Plans” submenu is selected in the vertical menu on the left.


Choose the company being analyzed, the period of the plan, and you’re done!


The pages in the “Action Plans” submenu turn customer feedback into concrete actions to be implemented. When executed well, these actions have the potential to retain your customers and attract dissatisfied customers from competitors.


The Action Plans on the Yellow Tokens platform are divided into short and medium-term plans.


Short-Term Plans: These plans suggest actions to be executed quickly. The suggestions are based on customer feedback from the last 7 days.


Medium-Term Plans: These plans suggest actions that take more time to implement. The suggestions are based on customer feedback from the last 30 days.


Monitor CSAT and NPS data


There are several pages in your monitoring Dashboards that provide CSAT and NPS data.


You can monitor CSAT and NPS:

-For the companies in your project

-For the establishments in your project

-For the products in your project


Additionally, you can also monitor the CSAT and NPS of the companies in your project by social media network.


All these pages provide a view of customer satisfaction levels over time. You can use this data to compare the satisfaction of your customers with those of your competitors. Furthermore, you can identify unexpected changes in customer satisfaction and apply corrective actions if necessary.

  • Strengths

    Overall Satisfaction

    Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction may appear.


    If the brand of the selected company shows an excellent level of customer satisfaction, it may also appear here.


    Price

    Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction regarding their price may appear.


    If the brand of the selected company has an excellent level of customer satisfaction regarding its price, it may also appear here.


    Product

    Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction regarding their product offerings may appear. If an establishment appears here, customers have provided feedback that the product offerings at that establishment are excellent. If a product appears here, customers have given feedback that the product is of extreme quality.


    If the brand of the selected company has an excellent level of customer satisfaction regarding its product offerings, it may also appear here.


    Other Feedback Categories

    Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


    Main Feedback Topics

    Sometimes, an establishment or product from the selected company may not have a high satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in positive feedback (such as various payment options and good promotions, for example). Here, specific topics praised by customers associated with a particular establishment or product of the selected company will appear.


    Specific topics praised by customers associated with the brand of the selected company may also appear here.

  • Weaknesses

    Overall Dissatisfaction

    Here, establishments or products related to the selected company that have shown a low level of customer satisfaction may appear.


    If the brand of the selected company shows a low level of customer satisfaction, it may also appear here.


    Price

    Here, establishments or products related to the selected company that have shown a low level of customer satisfaction regarding their price may appear.


    If the brand of the selected company has a low level of customer satisfaction regarding its price, it may also appear here.


    Product

    Here, establishments or products related to the selected company that have shown a low level of customer satisfaction regarding their product offerings may appear. If an establishment appears here, customers have provided feedback that the product offerings sold at that establishment have issues (such as missing products or poor quality, etc.). If a product appears here, customers have given feedback that the product has quality issues.


    If the brand of the selected company has a low level of customer satisfaction regarding its product offerings, it may also appear here.


    Other Feedback Categories

    Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


    Main Feedback Topics

    Sometimes, an establishment or product from the selected company may not have a low satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in negative feedback (such as few payment options and lack of promotions, for example). Here, specific topics criticized by customers associated with a particular establishment or product of the selected company will appear.


    Specific topics criticized by customers associated with the brand of the selected company may also appear here.

  • Threats

    Overall Satisfaction

    Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction may appear. Well-rated establishments and products from competitors pose a threat to the selected company.


    If the brands of competing companies have a high level of customer satisfaction, they may also appear here.


    Price

    Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction regarding their price may appear.


    If the brands of competing companies have an excellent level of customer satisfaction regarding their price, they may also appear here.


    Product

    Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction regarding their product offerings may appear.


    If the brands of competing companies have an excellent level of customer satisfaction regarding their product offerings, they may also appear here.


    Other Feedback Categories

    Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


    Main Feedback Topics

    Sometimes, an establishment or product from a competing company may not have a high satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in positive feedback (such as various payment options and good promotions, for example). Here, specific topics praised by customers associated with a particular establishment or product of a competing company will appear.


    Specific topics praised by customers associated with the brands of competing companies may also appear here.

  • Opportunities

    Overall Dissatisfaction

    Here, establishments or products related to competing companies that have shown a low level of customer satisfaction may appear. Poorly rated establishments and products from competitors present opportunities for the selected company.


    If the brands of competing companies have a low level of customer satisfaction, they may also appear here.


    Price

    Here, establishments or products related to competing companies that have shown a low level of customer satisfaction regarding their price may appear.


    If the brands of competing companies have a low level of customer satisfaction regarding their price, they may also appear here.


    Product

    Here, establishments or products related to competing companies that have shown a low level of customer satisfaction regarding their product offerings may appear.


    If the brands of competing companies have a low level of customer satisfaction regarding their product offerings, they may also appear here.


    Other Feedback Categories

    Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


    Main Feedback Topics

    Sometimes, an establishment or product from a competing company may not have a low satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in negative feedback (such as few payment options and lack of promotions, for example). Here, specific topics criticized by customers associated with a particular establishment or product of a competing company will appear.


    Specific topics criticized by customers associated with the brands of competing companies may also appear here.

  • Overall Satisfaction

Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction may appear.


If the brand of the selected company shows an excellent level of customer satisfaction, it may also appear here.


  • Price

Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction regarding their price may appear.


If the brand of the selected company has an excellent level of customer satisfaction regarding its price, it may also appear here.


  • Product

Here, establishments or products related to the selected company that have shown an excellent level of customer satisfaction regarding their product offerings may appear. If an establishment appears here, customers have provided feedback that the product offerings at that establishment are excellent. If a product appears here, customers have given feedback that the product is of extreme quality.


If the brand of the selected company has an excellent level of customer satisfaction regarding its product offerings, it may also appear here.


  • Other Feedback Categories

Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


  • Main Feedback Topics

Sometimes, an establishment or product from the selected company may not have a high satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in positive feedback (such as various payment options and good promotions, for example). Here, specific topics praised by customers associated with a particular establishment or product of the selected company will appear.


Specific topics praised by customers associated with the brand of the selected company may also appear here.

  • Overall Dissatisfaction

Here, establishments or products related to the selected company that have shown a low level of customer satisfaction may appear.


If the brand of the selected company shows a low level of customer satisfaction, it may also appear here.


  • Price

Here, establishments or products related to the selected company that have shown a low level of customer satisfaction regarding their price may appear.


If the brand of the selected company has a low level of customer satisfaction regarding its price, it may also appear here.


  • Product

Here, establishments or products related to the selected company that have shown a low level of customer satisfaction regarding their product offerings may appear. If an establishment appears here, customers have provided feedback that the product offerings sold at that establishment have issues (such as missing products or poor quality, etc.). If a product appears here, customers have given feedback that the product has quality issues.


If the brand of the selected company has a low level of customer satisfaction regarding its product offerings, it may also appear here.


  • Other Feedback Categories

Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


  • Main Feedback Topics

Sometimes, an establishment or product from the selected company may not have a low satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in negative feedback (such as few payment options and lack of promotions, for example). Here, specific topics criticized by customers associated with a particular establishment or product of the selected company will appear.


Specific topics criticized by customers associated with the brand of the selected company may also appear here.

  • Overall Satisfaction

Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction may appear. Well-rated establishments and products from competitors pose a threat to the selected company.


If the brands of competing companies have a high level of customer satisfaction, they may also appear here.


  • Price

Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction regarding their price may appear.


If the brands of competing companies have an excellent level of customer satisfaction regarding their price, they may also appear here.


  • Product

Here, establishments or products related to competing companies that have shown an excellent level of customer satisfaction regarding their product offerings may appear.


If the brands of competing companies have an excellent level of customer satisfaction regarding their product offerings, they may also appear here.


  • Other Feedback Categories

Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


  • Main Feedback Topics

Sometimes, an establishment or product from a competing company may not have a high satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in positive feedback (such as various payment options and good promotions, for example). Here, specific topics praised by customers associated with a particular establishment or product of a competing company will appear.


Specific topics praised by customers associated with the brands of competing companies may also appear here.

  • Overall Dissatisfaction

Here, establishments or products related to competing companies that have shown a low level of customer satisfaction may appear. Poorly rated establishments and products from competitors present opportunities for the selected company.


If the brands of competing companies have a low level of customer satisfaction, they may also appear here.


  • Price

Here, establishments or products related to competing companies that have shown a low level of customer satisfaction regarding their price may appear.


If the brands of competing companies have a low level of customer satisfaction regarding their price, they may also appear here.


  • Product

Here, establishments or products related to competing companies that have shown a low level of customer satisfaction regarding their product offerings may appear.


If the brands of competing companies have a low level of customer satisfaction regarding their product offerings, they may also appear here.


  • Other Feedback Categories

Depending on the segment of your project, other categories besides "Price" and "Product" described in this example may appear.


  • Main Feedback Topics

Sometimes, an establishment or product from a competing company may not have a low satisfaction level in an entire category (such as price), but specific aspects of those categories may be mentioned in negative feedback (such as few payment options and lack of promotions, for example). Here, specific topics criticized by customers associated with a particular establishment or product of a competing company will appear.


Specific topics criticized by customers associated with the brands of competing companies may also appear here.

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