What are Chart Grouping and Measure Types in Mindful Feedback

Chart Grouping

Every survey interaction in Mindful Feedback contains a list of standard and custom attributes to provide context. You can use survey attributes to group survey responses in Dashboard charts if the attributes meet the criteria for a grouping key (low cardinality) and have been selected for this purpose.

Attributes that have been selected for chart grouping (Settings > Customer Settings > General Settings tab) will appear in the Grouped By dropdown menu at the top of some charts. With grouping applied, the chart will reflect the responses summarized and grouped by the selected attribute.

For example, the following Number Response chart has been grouped by Call Type:

Screen capture of Number Responses graph

NOTE

Grouping keys are refreshed once every 24 hours.
The custom attributes available in reporting filters are refreshed every six hours.

Chart Measure Types

To the right of the Group By menu is the Measure Type dropdown menu. The table below describes the available measure types.

Measure	Description
Mean	The mean (average) of all responses for each question
Normalised Mean	The mean response as a percentage of the maximum response for each question For example, if the mean response was 4 on a question with a max response of 10, the normalized mean would be 40 (because 4 is 40% of 10). However, if the mean response was 4 on a question with a max response of 5, the normalized mean would be 80.
Net Positivity	Derived from the percentage of responses that lie above the middle of the question scale less the percentage of responses below the middle of the scale (% responses above middle) - (% responses below middle) = Net Positivity For example, if the question max response is 5, we take the percentage of all responses which answered 4 or 5 and subtract the percentage that answered 1 or 2, ignoring the percentage that answered the middle value of 3. If the max response is an even number, there is no middle integer, so the Net Positivity stat is simply the percentage of answers in the top half of possible responses less the percentage in the bottom half. NOTE This is the most common way a Customer Effort Score (CES) question is measured.
Top Percent	The percentage of responses for which the response was above the middle of the question scale For example, if the scale is 1 to 5, then this represents the percentage of responses of 4 or 5.
Maximum	The highest response given
Minimum	The lowest response given
Sum Total	The sum of all responses
Count	The total number of responses received

Measure

Description

Mean

The mean (average) of all responses for each question

Normalised Mean

The mean response as a percentage of the maximum response for each question

For example, if the mean response was 4 on a question with a max response of 10, the normalized mean would be 40 (because 4 is 40% of 10). However, if the mean response was 4 on a question with a max response of 5, the normalized mean would be 80.

Net Positivity

Derived from the percentage of responses that lie above the middle of the question scale less the percentage of responses below the middle of the scale

(% responses above middle) - (% responses below middle) = Net Positivity
For example, if the question max response is 5, we take the percentage of all responses which answered 4 or 5 and subtract the percentage that answered 1 or 2, ignoring the percentage that answered the middle value of 3.
If the max response is an even number, there is no middle integer, so the Net Positivity stat is simply the percentage of answers in the top half of possible responses less the percentage in the bottom half.

NOTE

This is the most common way a Customer Effort Score (CES) question is measured.

Top Percent

The percentage of responses for which the response was above the middle of the question scale

For example, if the scale is 1 to 5, then this represents the percentage of responses of 4 or 5.

Maximum

The highest response given

Minimum

The lowest response given

Sum Total

The sum of all responses

Count

The total number of responses received

TIP

If you have a survey with multiple number questions and you set the measure type to count, you can see how many customers responded to each question to understand where respondents tend to abandon a survey.

Chart Grouping and Measure Types

Chart Grouping

Chart Measure Types

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