Linking Hierarchy Data to a Survey Project & Visualization in a Dashboard
Updated
This functionality assists you in arranging survey data in line with your organization’s hierarchy, facilitating easier access and analysis of pertinent information for teams at various levels. The organized method guarantees that feedback data can be efficiently leveraged across numerous survey initiatives. Important features comprise:
Sprinklr’s organizational hierarchy features make it easy for teams to manage and analyze feedback across complex structures. Granular insights allow you to drill down into specific segments, such as individual stores, departments, or regions, to identify targeted areas for improvement. Customizable dashboards automatically deliver role-specific reports to managers and senior leaders, eliminating the need for manual setup. Admins can keep hierarchy data up to date with dynamic updates by uploading only the rows that need changes through Excel, simplifying ongoing data management. With a one-time setup, the hierarchy is configured through a guided Excel or CSV upload and can be reused across multiple survey projects, ensuring consistency and saving time.
Refer to the introductory article to understand more about the use cases, value additions, and prerequisites.
Linking Hierarchy to a Survey
This step will occur once you have effectively established a hierarchy, as detailed in this article. Let us have a look at the steps:
Go to the Settings Tab of Customer Feedback Management.
Go to Link Hierarchy to Response Field and click Create Mapping to start creating a mapping between the survey and the hierarchy. You can start creating a mapping between the survey and the hierarchy.
In the Hierarchy Link 1 page, fill in the details:
Connect survey responses to hierarchical data by mapping a survey field to a unique ID, ensuring automatic mapping across all distributions.
Hierarchy Name: Select the name of the Hierarchy that you wish to connect from the dropdown (Mandatory).
Note: Static mapping freezes the hierarchy values at distribution event. Dynamic responses reflect the current hierarchy state.Select Linked Custom Field: Custom Field could be Profile” or “Response” and “Transactions” asset class. You can refer to the article on how to create a response field can be found here. The custom field can be set up for a survey link through the link settings screen present in all distributions.
Example: Here we have set the value for “Store ID” response field as “123”. Thus, any response coming in through this link would have the value as “123” added.
Click + Hierarchy to add multiple hierarchies and click Save.
Once this setup is done, every response that comes in from the link will be checked.
Example: If a response originates from Store 1, the response field will contain a value that identifies it as such. This value will be compared with the Unique ID in the hierarchy. If a match is found, all relevant hierarchical data for Store 1 will be automatically associated with that response.
This mapping connects the survey and hierarchy by linking the survey response field to the Unique Hierarchy field.
Note: The Hierarchical data is linked to the responses that are received after the hierarchy is linked to the survey. In case you wish to link the hierarchical fields with older responses that were ingested or received before linking the hierarchy, you can reach to Sprinklr Support to run a backfill job for hierarchy linking.
How to use it?
Once the setup of the link between the survey and hierarchy is complete, as described in the “How it works” section, all the responses coming in would be tagged with the hierarchical data.
Now, an analyst can start filtering and visualizing the data based on the hierarchical values and see granular insights for each level.
Filtering
This filtering can be accomplished using the Analytics feed in addition to custom reporting.
In the filters for the Analytics feed, there is an option for "Hierarchies"; you can only view the names of the hierarchies associated with the survey. You can choose a Hierarchy name to see the complete list of its levels, then select a specific level's field and apply a hierarchical filter based on its value.
Even when the survey originally has the value of just the Store ID, due to the link with hierarchy, the data can be filtered by any of the fields of the hierarchy. For example:
Additionally, when applying a filter, if a field of a higher level is selected, then the list of other lower-level fields also gets filtered down based on values that are compatible with the field selected at a higher level. For example, if you have selected the “North Region,” you will only see the list of Stores and Areas in the “North Region.”
As you can observe, with the application of Region "North," we are only seeing 4 Areas instead of the full 10.
Identical filters have also been implemented in custom reporting, allowing for data filtering.
For custom reporting, because each report lacks the context of the surveys being examined, all hierarchies established on the platform are displayed here.
Filtering based on "User property-based property" for these fields is also accessible, allowing for the dynamic application of a filter value depending on the Sprinklr User currently logged in and viewing the dashboard. To utilize this feature, the Sprinklr user needs to have a "User custom field" associated with their account that contains the appropriate value.
"User property-based filtering" is listed as one of the potential values for the hierarchy field. When this option is chosen, you will be given the opportunity to select a custom field for "user asset class," which will supply the dynamic filter value for the hierarchy field based on the Sprinklr user who is currently logged into the platform.
User mapping hierarchy-based filtering is available for custom dashboards:
2 different types of filtering options are available for Hierarchies with user mapping.
A Hierarchy agnostic filter called “Response Accessible To”
Individual filters available in each hierarchy where the users are mapped on any of the levels.
Response Accessible To filter responses according to the users associated with the response via the hierarchy.
This filter will evaluate users who may be connected within any hierarchy at any level and will sort the data accordingly.
This is filter is placed within the “Response Metadata” bucket of our new bucketed filters.
The list of possible values have all the users added in the partner as well as some dynamic filtering option like:
Dynamic filtering options: These filter are based on the standard fields filled in the Sprinklr user fields.
User Fields:
Filter descriptions:
Manager’s Direct Reportees: All users who are directly overseen by the manager of the "Logged in user."
Supervisor Team: All users included in the "Supervisor's Team" are designated as the "Logged in user."
Manager’s All Reportees: All users who are managed directly or indirectly (through skip levels) by the manager of the "Logged in user."
Logged in User: The Sprinklr account of the individual currently accessing the dashboard is utilized to refine the data.
Direct Reportees: All users who are directly overseen by the "Logged in user."
All Reportees: All users who are managed directly or indirectly (including skip-level) by the "Logged in user".
The optimal approach for utilizing dynamic fields is to implement and secure the filter within the dashboard.
Static filtering options: You can also select the particular Sprinklr user’s for filtering the dashboard data.
Visualisation and Plotting Hierarchical Dimensions
After the hierarchies are established, the analyst gains access to these hierarchical fields, which serve as dimensions in the custom reporting dashboard. They can utilize these dimensions to generate various visualizations that analyze the responses according to the organization’s hierarchical framework. Navigate to the Custom Dashboard and click on + Create Dashboard, then provide the necessary details to set up a dashboard.
By clicking on the “+ Add Widget” option, users can enter the widget builder to begin choosing the measurements and dimensions for the widget(s).
A new sub-navigation option named “Hierarchy” has been introduced in the widget builder, allowing users to access all the dimensions of the hierarchy fields from this location.
You can narrow down the list of fields by utilizing the filter bar found in the widget.
You can narrow down the list of dimensions based on the name of the source hierarchy.
After selecting the hierarchy, you can further refine the list by filtering it according to the "level" name of the hierarchy. This will display the dimensions linked to the chosen level of the selected hierarchy.
You have the ability to choose the precise dimensions and generate various visualizations.
For example:
You can visualize the best and worst stores according to their NPS scores here.
You can see the overall response count from each region.
You can give a bird’s eye view to an admin-level user on how each region and its stores are performing.
In the same way, various visualizations can be generated by utilizing the hierarchy fields alongside other survey metrics in the custom reporting dashboards.
Note: At present, the linking is solely dynamic, meaning that the analytics results will change dynamically in response to any modifications or updates made to the hierarchical data.
Best Practices
Ensure that the appropriate fields are linked to the hierarchy; otherwise, the hierarchical data will not be associated with the survey.
When utilizing APIs to populate custom field data, ensure that the appropriate value and the correct field are being filled in.
Make sure that the data being added aligns with the Unique ID of the hierarchy.