Feedback Analysis Report

Our Feedback Analysis report helps you answer the questions:
  • Who is posting ideas?
  • How are my forums doing?
  • How is my feedback coming in?
  • What internal teams are capturing feedback? 
We'll walk you through the report, and tips for how to get the most out of them. To get started, click the "U" icon at the top of the navigation, and click "Feedback Analysis."

Overview

To start, you will get a high level overview of engagement across your forums from the last 12 months. This will help you identify areas you will want to dig into for more detail.


Total Feedback
  • Counts all ideas created, supports and feedback captured in the last 12 months. Does not count comments. Compares the current 90 day period to the last 90 days. 
  • Pro Tip: If you see total feedback trending down, we recommend digging into the reports around channel and forum engagement to identify areas where there's been a drop in activity.
Total Users
  • Counts all users who have voted for an idea, created an idea, or had feedback captured on their behalf by an admin or contributor. 
  • Pro Tip: If you aren't seeing as many users with feedback as you want, we recommend looking at which channels you are using to collect feedback. We recommended using the web portal, widget and Contributor Sidebar for maximum coverage.
Total Accounts
  • The number of accounts who's users have given feedback. You will need to have Accounts setup on your UserVoice instance and users connected to those accounts (learn more here). 
  • Pro Tip: If you aren't getting as much feedback as you want across all Accounts, look at deploying more channels and make sure your internal teams are equipped to collect feedback in their interactions with users.

Who is posting feedback?

This graph tracks how much feedback you are getting directly from end users vs. internal teams who capture and post feedback on your customers behalf. We recommend collecting feedback directly from end users and through internal teams for maximum coverage. 


Feedback from Internal Teams 
  • Recommendations: Internal teams receive feedback from end users the user would not post themselves. So if you've rolled out the Contributor Sidebar to your internal teams, the goal would be to see about 50% of your feedback as coming from internal teams. If you aren't using the Contributor Sidebar or have only rolled it out to a single team or a small number of internal users, your numbers will be smaller.

Feedback Direct from Users 

  • Includes: Ideas posted or votes added by end users on the web portal or via the Post Idea widget
  • Recommendations: If you see low volume from end users, then we recommend reviewing how and where you promote your forums. To increase engagement, we recommend adding the widget in your application (easier for users to post their ideas), and make sure to promote your forums in customer communication.

How are my forums doing?

This graph will give you an overview of feedback totals on your top 10 forums, and trends over the last 12 months.




Quick FAQ

  • Shows your top 10 forums. If you have more than 10, additional forums will be grouped under "All Other" forums.
  • Shows data for the last 12 months.
  • Counts all published ideas (open or closed) and votes on those ideas.
  • Current month will show low volume until you near the end of the month. 

Recommendations

  • Measure Engagement: If you promoted one or more of your forums to your user base, you can measure if that had any significant impact on ideas created. Or if ideas on a forum start to steadily decline, it's a good time to ask "why?" Did you remove an in-app link or message that pointed users to the forum? Is it a legacy product, so engagement on the forum should be declining?
  • Volume per Forums: Depending on the purpose and age of each forum, the volume of ideas will vary. Review the goals you set for your forums and the type of feedback you wanted to receive. For a beta forum, your goal may have been 10 new ideas a month, so 30 would be a huge success. For your main public forum, you might be looking for 500 new ideas a month, and with only 100, it's a good indicator to look at how you're promoting it to your users. 

How is my feedback coming in?



Channel Definitions

  • Portal: Ideas posted or votes added on your forums.
  • Contributor Sidebar: Ideas and feedback captured through the contributor sidebar by internal teams.
  • Zendesk: Ideas and feedback captured through the Zendesk integration. 
  • SFDC Opportunity Integration: Ideas and feedback captured through the SFDC integration. 
  • Admin: Ideas and feedback captured by admins directly within UserVoice. 
  • Widget: Ideas captured or votes (support) added through the post idea widget. 
  • API: Ideas, votes or feedback captured via a custom integration built by your team using our API.
  • iOS SDK: Ideas posted via our iOS SDK. 
  • Android SDK: Ideas posted via our Android SDK
  • Import: Ideas or feedback imported by admins. 

Recommendations

  • Identify Collection Gaps: If you aren't getting as much feedback or engagement as you want from your user base or even internal teams, use this graph to see what channels are performing well, and which ones aren't. For example, you might be getting a lot of ideas through the portal, but not the widget. Evaluate how you've deployed it, and look for ways to make the widget more findable. 
  • Measure Changes: Use this report to measure changes you make to feedback collection. Did you just deploy the contributor sidebar to sales—is the amount of feedback going up for the Contributor Sidebar? If you sent out an email campaign pointing users to your forums, did you see a corresponding spike in ideas collected through your web portal?

Which internal teams are capturing feedback?




If you're using the Contributor Sidebar, Zendesk or SFDC integration, you can set up Teams for internal employees who are capturing feedback on customer's behalf. This part of the report allows you to measure the amount of feedback being captured by each team.

Note: This graph will only show if you have Teams set up. Learn more about Teams here

Recommendations:

  • Measure Adoption: Are you getting the volume you want from each team? For example, looking at this graph you might realize you aren't getting the engagement you want from Sales, so you can reach out to that team to find out what's blocking them or how you can encourage them to capture more feedback. 
  • Understanding Where It's Coming From: As you evaluate ideas and feedback captured by internal teams, this helps you understand which teams are your biggest contributors, which can give you insight into the feedback being collected. This also identifies which teams might have insight around new initiatives you are considering. 
  • Engagement Dropped: Reviewing the data, you might see engagement drop for one or more teams, and that's when we recommend reviewing with those teams. Has support or success had a change in processes or metrics, that's making it a challenge for them to capture feedback? Is it a slow time of year? This report helps you see when there could be a problem, so you can discuss with those teams. 

Common Questions


Q: How long does it take for the report update?
A: The report update runs every eight hours. If it's been over 8 hours, contact support so we can look into the delay.

Q: What's the difference between an idea and feedback?
A: Great question! This article walks through the difference, and how they are structured.

Q: Can I customize the date range for the report?
A: No, not at this time. Please, share features you would like to see us add on our forum here.

Q: Can I remove or hide a forum, channel or team?
A: No, not at this time. Please, share features you would like to see us add on our forum here.

Q: Why don't I see this report on my account?
A: You must be on the latest version of UserVoice and a plan that includes this feature. If you are unsure what version or plan you are on, contact Support and we will be happy to help!

Additional Resources

Feedback and Knowledge Base