What this screen is for
This is the aggregate view of customer feedback. The trend chart plots the average rating as a line with review volume as columns behind it, because an average alone hides how few reviews produced it. A distribution chart shows the spread across star ratings, which distinguishes a steady score from one averaged out of very good and very poor. Instructors are ranked, with those below the minimum number of reviews held back from ranking. The window can be set to thirty days, ninety days, a year or all time.
When to use it
Use it for a periodic review of service quality rather than for handling an individual complaint. The figures can be exported.
What you see on this screen
Five figures head the screen:
- Average — the mean rating for the window, with the number of reviews it came from beneath
- Reviews — how many arrived, with the change against the previous period of the same length
- Published — how many of them are publicly visible
- 3 or below — how many were at or under three stars
- Open cases — investigations still unresolved, with how many are past the target number of days and the average days taken to close one
Rating over time plots the average as a line against review volume as bars. Spread of ratings shows how many reviews sat at each star rating — where the average actually comes from.
The instructor table carries a position number, the instructor, Reviews, Average, 4+, 3 or below, and Badges where badges are switched on. Anyone below the minimum review count is listed without a position and marked too few to rank, because an average over one or two reviews is one or two opinions rather than a measure of anyone's work. Badges are recalculated each time the page loads, so one lapses as soon as it is no longer earned, and nothing in this table is shown to customers.
Filters and actions
The window buttons set 30 days, 90 days, 1 year or All time. Where a window is empty, a link offers to show all time instead. Reviews in the header returns to the individual reviews, and the figures can be exported.
Related
- Reviews — the individual reviews and any open cases
- Outcomes Report — pass and fail results by instructor