Heatmap Widget

The Heatmap widget can be used to understand which is the weakest touchpoint for a segment and let you compare a touchpoint accross different segments. After Analysing this widget, you will be able to figure out which touchpoint-segment combination has the minimum and maximum NPS score.
The color shades range from dark red to dark green, darkest red represents the highest negative score(-100) and darkest green represents the highest positive score(100).
The score is calculated by comparing the responses of the question with the responses of the benchmarked NPS question.

• Login to CX
• Go to Analytics
• Click on Add Widget
• Select 'Survey' from the widget type drop down

• Select a survey from the ‘Survey’ drop down

• Select the 'Heatmap' widget

• On clicking Next button, a drop down to select the question will appear

• Select the Segments you want to compare in the chart

• User can turn on the apply filter toggle button and apply 'Product', 'Product Group' or 'Custom Varable filter'filter

• Click on Save to add the widget on the CX analytics

Below question types can be analysed using Heatmap widget:

• Text slider
• Tube pulse
• Single Matrix (Multi-point Scales)
• Customer Satisfaction (CSAT)