Performance

Starting from the top of the page, you can find both date and general filters. All filtering options are the same as throughout the rest of the platform sections, such as in Results or Feedback Management.

If you want to learn more about filtering options, click here. Filter presets are also available in this part of the platform. To learn more about filter presets, click here.

All information on the page is displayed based on the active filter. At the beginning, you can find a set of general information:

• Imported rows: number of rows transferred to our system for feedback distribution (spam protection applied)
• Sent: number of feedback requests sent out of all imported rows (including reminders, if turned on)
• Delivered: number of feedback requests successfully delivered out of all sent requests
• Clicked: number of customers/employees who clicked on the CTA/were redirected to the survey
• Opened: estimated number of customers/employees who opened the feedback request, without clicking on the CTA/not redirected to the survey (These stats are available for email channel only.

⚠️ Please note that some email providers don’t provide this number. SMS and social media messages are excluded completely.)

Connected to this overview is a set of widgets:
Requests with feedback: number of feedback requests with submitted feedback (feedback visible in the platform)
Unique customers: number of unique customers with submitted feedback (based on the customer reference attribute)
Open rate: the percentage of feedback requests sent that were opened by customers without clicking the CTA. Calculation: (Opened ÷ Sent) × 100 = Open Rate (%)
Conversion rate: the percentage of delivered feedback requests that resulted in received feedback. Calculation: (Requests with feedback ÷ Delivered) × 100 = Conversion Rate (%)
Requesting: chart visual of imported rows, delivered requests (delivery rate) and conversion, available in 3 different time variations (day/week/month)

Only the last widget, “Requesting”, offers the option to export it into the .xls format.

Last on the page is a widget called “Structured details,” where you can see all of the delivery data (mentioned above) divided into the organisation layers (Example: Staffino—Staffino UK—Staffino Dev Team—Mark Smith). This widget supports export to .xls and CSV.