Consolidating results and assessments
Consolidation rules
Each answer to a question is associated with a value included between 1 and 5.
Overview
The assessment results presented in the diagrams, the lists and properties pages are in general the values of the latest assessment.
Only the reports present average results. The calculation rules for averages are always the same irrespective of the object:
The average value of the assessments of an object is the average of the assessment values of the object for a given period.
For example, if for the question "Rapidity of web application" the first answer was "High" (value 5) and a second answer was "Too slow" (value 1), then the average value of assessments equals""(Value 3)
Value of the latest assessment of a question
The value of the latest assessment of a question is used to calculate the values of the last assessment of the steps for which the answers were given.
Value of the latest assessment of a step
Each of the questions associated with a channel are asked for all steps that use the channel.
For example, the web application channel is used for all the steps in the "Holiday reservation" phase.
The questions on the "Application web" channel can deal with its "Rapidity" and its "Conviviality"
The value of the latest assessment of a step is used to calculate the assessment values of a channel if answers were given.
The value of the last assessment of a step is the average of the values of the latest assessment of each of the questions relating to the step.
For example, the value of the "Proceed to payment" step is the average calculated using the value of the latest assessment given to the "Rapidity" and to "Conviviality".
Value of the latest assessment of a channel
The value of the latest assessment of a channel is the average of the values of the latest assessment of each of the steps connected to the channel.
Value of the latest assessment of a customer journey
The value of the latest assessment of a customer journey is used to calculate the assessment values of a customer journey group and a persona.
The value of the latest assessment of a customer journey is the average of the values of the latest assessment of each of the steps in the customer journey.
Value of the latest assessment of a customer journey group
The value of the latest assessment of a customer journey group is the average of the values of the latest assessment of the customer journey of the group.
Value of the latest assessment of a Persona
The value of the latest assessment of a persona is used to calculate the assessment values of a persona group.
The value of the latest assessment of a persona is the average of the values of the latest assessment of the customer journeys connected to the persona for a given period of time.
Value of the latest assessment of a Persona Group
The value of the latest assessment of a persona group is the average of the values of the latest assessment of the group persona.
Consolidated results
The consolidated results on the customer journey are presented in:
• Diagrams,
• Lists,
• Dedicated reports.
Representation of consolidated results in the diagrams
After assessment of a customer journey, the shape of the steps in the customer journey diagram is modified to present the results of the latest assessment of steps.
Mapping a journey after assessment
Journey step | Comment |
|---|
| Customer satisfaction very low |
| Customer satisfaction low |
| Customer satisfaction neutral |
| Customer satisfaction high |
| Customer satisfaction very high |
| Customer satisfaction not assessed |
Presentation of the shape of steps differs according to the consolidated result of assessments.
Representation of consolidated results in the lists
After assessment of a customer journey, the consolidated results of the latest assessment appears in the lists. For example:
• In the Assessment > Assessed Customer Journeys folder,
• In the properties page for the customer journey in the Assessments tab.
For further details, see Representation of consolidated results in the diagrams.
