How to Configure Dedicated CX Metric Panels
Summary
This How-To Guide provides step-by-step instructions for platform administrators and location managers to build and configure standardized customer experience (CX) metric panels in Dashboard Projects. By setting up dedicated visual scorecards for Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and 5-Star Ratings, organizations can track loyalty metrics, benchmark performance against goals, and analyze cohort distributions across physical sites.
Prerequisites & Permissions
Primary Audience: Platform Administrators, Location Managers, and Benbria Internal Staff.
Permissions Required:
Account Owners: Full permissions to add, edit, lock, or remove visual panels across account-wide or location-specific Dashboard Projects.
Location Admins: Permissions to configure or edit panel view parameters within Dashboard Projects assigned to their locations.
Step-by-Step Instructions
Step 1: Open the Target Dashboard Project
Log in to the Loop Experience Platform.
From the main left navigation menu, click Projects and select Dashboard Projects.
Click on the title of the dashboard project you want to modify (e.g., Executive CX Overview or Location Performance Dashboard).
Click the Edit Dashboard button in the top right header.
Step 2: Add a Dedicated CX Metric Panel
On the dashboard editing canvas, click + Add Panel in the upper toolbar.
In the panel type selector menu, locate the Summary Layer category.
Select your target CX methodology panel:
NPS Breakdown Panel: For Net Promoter Score questions.
CSAT Breakdown Panel: For Customer Satisfaction rating questions.
CES Breakdown Panel: For Customer Effort Score questions.
Star Rating Panel: For 5-Star scale survey questions.
Click Add to Canvas.
Step 3: Complete Configuration
General: In the panel configuration, enter a clear, descriptive Panel Title (e.g., Overall NPS Scorecard or Front Desk CSAT).
Metric: Configure the Date Rate, Time Zone and Filters.
💡 TIP: Combine a Dedicated CX Metric Panel with a Historical Trend Line directly underneath it so team leads can see both the aggregate score and performance over time at a glance.
⚠️ NOTE: If no survey questions match the selected metric type when mapping data sources, verify that your Survey Project has the correct CX metric question types configured in Survey Designer.
Frequently Asked Questions (FAQs)
Q: Can a single CSAT panel aggregate results across multiple Survey Projects?
A: Yes. In the panel configuration drawer, you can select multiple Survey Projects under Data Source as long as the selected survey questions share the same measurement scale.
Q: Why is my target goal indicator not showing on the panel card?
A: Ensure the Set Target Indicator toggle is enabled and that your panel size is wide enough to display secondary details. If a panel is collapsed to a $1 \times 1$ grid size, resize the panel container on the dashboard canvas.
Q: How do global date filters impact historical baseline comparisons on panels?
A: When a user applies a global date filter (e.g., Last 30 Days), the baseline comparison automatically evaluates the selected 30-day window against the immediately preceding 30-day window.