Messages Performance Reports
You've set up a Message — or a bunch of Messages — and you'd like to know how effective they are. We offer some basic performance information that allows you to get a quick view of what's happening with your Messages.
Choose Messages from the top menu to check out your numbers.
In this article
When any visitor loads your Beacon in your website or app, we use local storage to track that they've loaded it, assigning that visitor and device what we call a beaconDeviceID that allows us to identify a unique visitor. Note: This does not track any personal information! It is simply a record that the Beacon has been opened on the device they're using.
That unique visitor will become a unique viewer when any one of your Messages is shown to any beaconDeviceID. You can show that one unique viewer 5 different Messages, or 20 different Messages, during the month, and that is just one unique viewer.
The total number of times Messages have been shown.
The total number of times visitors clicked the button on your Message. This only records the clicks of the Messages button, not links within the Message body. You will not see this metric if your Message doesn't include a button action.
The number of clicks divided by the number of views gives you your click rate percentage.
Available for survey messages. The total number customers who have provided a response to a survey.
Available for survey messages. The Response rate is the total number responses divided by the number of views, calculated as a percentage
Available for NPS messages. With an NPS survey, the customer will give a rating between 0 (Not likely) and 10 (Very likely). Depending on the number choice, the response is assigned to one of three categories to create an NPS score:
- Promoters respond with a score of 9 or 10; These customers are generally enthusiastic
- Passives respond with a score of 7 or 8; These customers are satisfied with your service but are not happy enough to be assigned Promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers and are unlikely to promote your brand or product.
To calculate NPS you take the % of Promoter ratings and subtract the % of Detractor ratings.
At the top of the Messages page, you'll find the numbers for all active Messages across all Beacons since your most recent billing.
Scroll down on the Messages page to see Views and Clicks on each individual Message in a grid, divided by each Beacon.
Click on any individual Message to load the Insight tab and find a graph of the data.
Click on the text Last 7 Days next to Performance to choose a different relative time period for your view for that individual Message.
Mouse over the chart to view a single day during your selected time frame.
Survey results will appear below the graph if you set the Action to Respond to a Survey. The data shown is tailored to each specific survey type. Hover over the results to see more detail. If you have text options available for the message we will also display recent comments from customers.
Available for survey messages. Click on any individual survey message and then click Responses at the top to view more in-depth data.
Click on the text Last 7 Days next to Filter to choose a view response data from a different period for that individual Message.
Click Filter to narrow down the survey responses, based on the options available in that survey. For example, the below shows an NPS message results filtered for customers who gave a score of 10.
If your Beacon is using identify (required for NPS surveys), you can also start a new conversation with someone right from the reports. Hover over the row, click the three dots to the right and click Start Conversation.
NEW Click Export to download a CSV of the response data. Find this button at the bottom of every report, on both the Insights and Responses tabs.
Set the time period to All time and then click Export to download all responses. In the example below the CSV would contain 2931 rows of customer responses.
To narrow your export data to a smaller set, go to the Responses tab, set your Filter and click Export. The number of responses shown on the page will be the same number of survey records in the export. In the example below the export would contain 371 rows of customer data.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.