Use the Product Insights dashboard to analyze customer engagement for specific products
across various channels, focusing on sentiment, key influencing factors, contact reasons, and
location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and
sentiment over time to identify patterns in customer satisfaction and refine your support
strategy accordingly.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Unlimited,
and Developer Editions where Customer Signals Intelligence is enabled |
| Survey available in: Enterprise, Unlimited, and Developer
Editions with the Feedback Management - Starter or Feedback Management - Growth
licenses |
Filter the analytics charts and metrics in the dashboard based on region, product family,
product, channels and a specific time period.
- View the overall sentiment of customers for the selected product, the number of responses
received, and the positive and negative factors influencing the product's sentiment, helping
identify areas for improvement.
- View the trends in sentiment, Customer Satisfaction (CSAT) score, and Net Promoter Score
(NPS) to monitor changes in customer satisfaction and sentiment, and identify patterns in
feedback.
- View the key factors that influence customer sentiment to identify aspects that either
positively or negatively impact customer perception and satisfaction.
- View the key reasons customers contact support to identify concerns that are common and
that need more attention.
- View the overall sentiment of customers by location.
