Heartbeat Overlay is a feature to help you monitor your customer satisfaction metrics, such as CSAT and NPS over time. By integrating these scores directly into your Heartbeat chart, you gain enhanced visibility and context, allowing you to:
Easily identify trends and correlations between customer experience metrics and specific themes or events
Clearly understand the impact of your initiatives on customer experience
Make data-driven decisions with confidence
How does it work?
Using the Heartbeat Overlay is easy:
When uploading the data, make sure that the desired numerical metadata column (i.e. one that contains your CSAT or NPS score) is included.
Add the dataset to an existing Heartbeat, or create a new one. Then, choose or create a set of Custom Themes to track.
In Heartbeat, go to the Overlay tab and choose the uploaded score from a drop-down menu. The overlay will appear as a line on your Heartbeat chart, moving in tandem with changes in your customer experience metrics.
Metadata selection
Only numerical data can be displayed on a Heartbeat Overlay. This is because the overlay aggregates values to calculate averages across time within data sets.
However, issues can arise if data is incorrectly formatted. For example, if a value is tagged as text instead of a number. To avoid such issues, ensure your data is clean before uploading. Manually formatting a column to "Number" in Excel often resolves these issues.
Plotted Metadata
The plotted metadata corresponds to your Custom Themes. The overlay value represents the average score for your metadata for verbatims matching any of your themes.
For example, if your Heartbeat shows five matching verbatims for a Custom Theme on a specific date, the overlay line will show the average score for these five verbatims. If multiple themes exist at that point, the overlay will report the combined average for all matching verbatims.
Zero value
A line on a Heartbeat chart can drop to 0 for two reasons:
No verbatims: The data behind the chart has no verbatims for that date, such as analyzing game day feedback when games only occur on Saturdays.
No theme matches: A theme has no matches in the data for that date or date range. For example, a theme related to bad weather may have no matches on a sunny day.
If all lines on your chart, including the overlay line, drop to 0, it indicates that none of your themes have any matches, making it impossible to establish an average score.