Leaderboard

TABLE OF CONTENTS

• Leaderboard
  • Location
    • Customer Experience Rank (CER)
    • Customer Experience Rank (CES)
      • CES Point System
  • Categories
  • Productivity

In Leaderboard, you can see and compare the Customer Experience Rank of different key metrics. 

Location

Care Analytics Leaderboard allows you to compare and rank the CER of each location, location group, brand or account:

The ranks will vary based on what you compare.

This is an example of a location comparison:

This is an example of a brand comparison:

Customer Experience Rank (CER)

Customer Experience Rank (CER) is based on Customer Experience Score (CES), with ranking set from highest to lowest. E.g. the highest CES is ranked 1.

Customer Experience Score (CES)

 The Customer Experience Score is based on customer sentiments that Momos AI has gathered from feedback. It is a point system to credit positive feedback while penalizing negative feedback.

CES Point System

For a deeper dive on the score, you can click on the CES or CER:

You can also further refine the comparison using the filters (e.g compare by locations of one brand only):

Columns:

You can select which key measurements you would like to see be compared from Star Ratings, Google Boosted Reviews, Reply rate, Resolution rate, CSAT etc. They will be added to the table as a column.

Categories

In Categories, you can compare allows you to compare the Sentiment Score of each location. Momos uses a point system to credit positive sentiment mentions, while penalizing negative sentiment mentions, and then normalize the points as a sentiment score.

You can refine the metrics by selecting the filters:

And narrow down the views as well:

Clicking on the sentiment score will give you a deeper analysis:

Productivity

Discover the most productive users with the Productivity Leaderboard. Compare individual performance across various metrics.

Above is the overall statistics for all users:

You can further narrow down the comparison using the filters: