Analytics

Analytics settings define how AdaptiveSurvey interprets feedback for the selected JSM project.

Before you start

You need AdaptiveSurvey - Configure project settings permission for the project.

Open Analytics settings

1. Open AdaptiveSurvey.
2. Select the JSM project.
3. Select Configure.
4. Select Analytics.

Set satisfaction scoring

Customers select a score from 1 to 10 when they submit feedback. AdaptiveSurvey uses the score ranges on this card to group each response as Negative, Neutral, or Positive.

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1. Review the Satisfaction target.
2. Adjust Target score if your team uses a different goal.
3. Adjust Negative up to and Neutral up to if your team uses different score ranges.

By default, AdaptiveSurvey uses target score 8, Negative scores 1-5, Neutral scores 6-7, and Positive scores 8-10.

The Target score is the goal used in analytics. The Negative up to and Neutral up to values control how submitted scores are categorized.

Set Lost Time

Lost Time lets customers report how much working time the request cost them. AdaptiveSurvey uses these settings for the survey slider and Lost Time analytics.

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1. Keep Track Lost Time enabled if customers should report time lost because of the request.
2. Set Working day length to match how your organization converts hours into working days.
3. Keep Enable cost tracking enabled if AdaptiveSurvey should estimate lost-time cost.
4. Set the Hourly rate and Currency used for cost estimates.

Save changes

Select Save before leaving Configure. Analytics changes are project-specific.

Use Restore defaults if you want to return the Analytics step to the default values.

Common mistakes

Problem	Check
Lost Time analytics show as not tracked	Confirm Track Lost Time is enabled.
Lost Time cost is not shown	Confirm Enable cost tracking is enabled and an hourly rate is set.
Score categories do not match team expectations	Review Negative up to and Neutral up to.