Investigating the Data

Investigating the Data

Once you've recognized the patterns in your data, it's time to look at the reasons behind the feedback.

Start

Finding out the WHY

1. Check your feedback regularly in Quick View and Details to track results
2. Pinpoint critical areas through recognizing patterns and investigating the reasons
3. Take action through communicating and using HappyOrNot tools

The second part of step two is to investigate the reasons behind critical areas. Once you've discovered where the critical issues are through monitoring and looking for patterns, it's time to find out WHY. Ask yourself, "What is the problem in the critical area we've recognized?"

Investigating: Where to Look

1. Open feedback data for that specific location or time
2. Highlights and pain points for that specific location or time
3. Explanation and discussion from your staff for a broader picture and context
4. Alternative locations and times that are showing positive feedback - what are they doing differently?

When investigating a critical area, there are four crucial places to look for deeper information behind the feedback score.

Click here for places to investigate

Investigating: Continuing Practice

Listen

In the last module, we identified Location 5 as a critical area that needs investigation for Company A. Listen to the audio to the right about investigating this critical area, then click below to start your practice.

practice here

When you finish the practice, hit complete below.

Return to lesson

Investigating Data Practice

Listen

users

Opening up the highlights, pain points, and open feedback for Location 5 starts to paint a picture about why the overall feedback score is low. Listen to the audio above, then click the question mark for a practice question.

Return to lesson

Investigating Data Practice

As you can see, wait time and staff availability are clearly issues in Location 5. Listen to the audio below to walk you through reading this data. Then, hit return to lesson. After finishing this lesson, you will move forward to learning about taking action.

Listen