The Broadly Dashboard allows Neighborly Users to gain insights into key customer experience metrics. In the dashboard, you're able to monitor customer feedback to validate what you're doing right and identify opportunities for improvement. In this article, we will cover how to navigate and use the Broadly Dashboard.
To access your dashboard go to dashboard.broadly.com and sign in with your Broadly login credentials.
Account To modify existing users
This section allows "Admin" users to enable/disable/modify users that have access to their account. Permission levels differ based on Broadly account type (Basic or Premium).
Select "Account" in the top navigation to get started. Here you can:
- Enable new users
- Modify existing users
- Disable existing users
- Select Location
- Select Timeframe
- Export
Enable new users
- Select the green "Add Team Member" button
- Complete the Personal Information section
- Select "User Permissions" based on the following levels of access:
- Member - basic accounts can view metrics, and receive notifications (eg. customer is a detractor, provided an NPS rating between 0 and 6). Premium accounts can also add contacts and send/receive messages.
- Manager - same access as Member, plus Premium accounts can import files via the Broadly app (eg. customer contact lists, photos to send to customers)
- Administrator - same access as Manager, can also add/remove users, plus Premium accounts can change account settings via the Broadly app (eg. connect more review sites, connect Google and Facebook Messenger to consolidate all incoming customer messages in the Broadly app)
Modify existing users
- Select "Edit Details & Permissions" to the right of the user's name
- Make updates to their Personal Information, and/or select the down arrow and modify their level of access
- Select "Update Information" to save changes
Disable existing users
- Select "Edit Details & Permissions" to the right of the user's name
- Change their role to "No Access"
- Click "Update Information" to save changes
Select Location
- The default view for corporate employees is all locations within their brand.
- The default view for franchise owners is the locations they own that are subscribed to Broadly Premium or Broadly NPS.
- Users may select a specific location by clicking on the Locations drop-down towards the top left of the screen and either a) scrolling through the list of locations, or b) typing in a location name in the search box, and then clicking on the checkbox next to the location name(s) they wish to view.
Select Timeframe
- When you open the dashboard, the default time frame is 1 month.
- You may select a custom time frame on the right-hand side towards the top of the screen. You can also select an automatic timeframe of 1 week, 1 month, 3 months, or 1 year.
- The dashboard contains data going back to January 2018. However, the maximum time frame for any given data pull is one year. If you would like to view more than a year, you'll have to input custom timeframes of 1 year and add them together manually.
Export
There is a green Export button listed on each page, to the right of the time frame selection box. Data will be downloaded into Excel.
Metrics
This tab provides a combined view of metrics across all locations to which the user has access. The user may opt to limit the view to a single location or specified locations by selecting them in the Locations dropdown box at the top left of the screen.
There are 4 sections of data on this page:
- Ratings and Reviews
- Net Promoter Score
- Promoters, Passives & Detractors
- Customer Response Rates
Ratings & Reviews
For Franchise Owners subscribed to Broadly Premium this will include all of the local search pages they have connected to Broadly (Google, Facebook, NextDoor). For Franchise Owners subscribed to Broadly NPS this is limited to Google. The first line of text underneath each review site displays the overall rating and total count of reviews on that site. The graphs below display the rating and count of reviews in the user-specified timeframe which can be adjusted in the upper right-hand screen.
Net Promoter Score
The number in black to the left of the graph represents the NPS score, based on ratings received for jobs completed within the selected time frame. The number in red or green below the NPS score reflects how the NPS score has changed, comparing the selected time frame to the same amount of time in the prior period.
Example: if the user-specified time frame is 3 months, the NPS score is 75 and the number in green is 8 this means the NPS score for the recent 3 months is 8 points higher than the 3 months prior where the NPS score was 67. The formula for NPS is [% Promoters-% Detractors]. Example: 12 Promoters, 2 Passives, 1 Detractor = 80% - 7% = 73. As the user mouses over the graph, the daily numbers are a rolling 30-day average, not the score of any given day. A rolling average provides a smoother view of scores over time as there are days with no customer ratings which would result in a zero NPS score for the day if the graph displayed true single-day scores.
Promoters, Passives & Detractors
This section displays the count of customers who provided a rating for jobs completed within the user-specified time frame, broken down by Promoters, Passives, and Detractors. The number in red or green (below the counts listed in black) reflects change over time, comparing the selected time frame to the same amount of time in the prior period.
Example: 4 Promoters with a -20% listed in red means there are 20% fewer Promoters this time period vs. the prior time period, where the count of Promoters for the prior period must have been 5.
Customer Response Rate
This section displays the count of Customers Asked (surveyed by Broadly) and the count of customers who responded to the survey, for jobs completed within the selected time frame.
Example: If the user selects a time frame of January 1-31, the data will include all responses for jobs completed within the period January 1-31, regardless of when the customer responded. If a customer responded on Feb 3 to a job completed on January 16, that response will be included in this data set. If the customer responded on January 4 to a job completed on December 28 that would not be included in this data set.
Note: If the number of Customers Asked varies from the number of completed jobs in the Franchise Owner's data management platform, please check with the brand SME and/or the Broadly Validity report which is an NBLY internal report that details all franchise owner jobs and specifies if they were made available to Broadly or not. If a job was not available to Broadly, the Broadly Validity report specifies why (eg. below $ threshold, job not completed, job out of territory).
Customers Asked = Response Rate = Responded/Asked.
Reviews
This tab displays all customer feedback including NPS ratings, Google reviews, FB reviews (for Broadly Premium subscribers), and private feedback (includes historical L360 data and feedback collected from Detractor customers).
Below the Location and Time Frame selections there are 5 additional filters:
- Sentiment - Positive, Neutral or Negative. NPS ratings 9 and 10 are marked as Positive, 7 and 8 are marked as Neutral, and NPS ratings between 0 and 6 are marked as Negative. Google Star ratings 4 and 5 are marked as Positive, 3 are marked as Neutral, and Google Star ratings 1 and 2 are marked as Negative. The numbers next to the Sentiment refer to the volume of sentiment data (ratings and content of reviews) rather than the volume of people that are Positive, Neutral, or Negative.
- Visibility - Private or Public. NPS ratings, historical L360 data, and feedback collected from Detractor customers are marked as Private. Google and Facebook ratings and reviews are marked as Public.
- Status - Unreplied. Dashboard users who have Admin or Manager access may respond to Google reviews directly from the Broadly dashboard. For more info on access types (Admin, Manager, Member) please see the Account section above.
- Team - includes a list of all Team member names that have been made available to Broadly, regardless of their current employment status with the selected Location(s). Team member names that appear multiple times in the dropdown menu are or have been, employed by multiple locations.
- Search - allows the user to enter a search term which will then filter the content of the feedback and reviews that include that term.
The default view, without any filters selected, will display all of your customer feedback, NPS ratings, and reviews.
The Reviews tab includes all Google reviews from customers surveyed by Broadly and customers who went to Google independently of the Broadly review request. This provides the user with a comprehensive view of all their public reviews. Therefore not all reviews can be tied to a customer job. For more info, please see the first FAQ at the bottom of this article.
Team
This tab summarizes customer satisfaction for all team members provided to Broadly by the NBLY data warehouse. The logic that determines which specific team member type (project manager, technician, etc.) is pulled from the Franchise owner's CRM, POS, or other data management system, and provided to Broadly, is determined by the NBLY data warehouse.
The data in the table is based on the jobs completed within the selected time frame. For example, if the user selects a time frame of January 1-31, the data will include feedback for all jobs completed within the period January 1-31, regardless of when the customer responded. If a customer responded on Feb 3 to a job completed on January 16, that response will be included in the table. If the customer responded on January 4 to a job completed on December 28 that would not be included.
This page includes data for any team member who has worked on a completed job made available to Broadly from 2018 onwards, even if the team member is no longer employed at that location. The dashboard user may select ‘Hide team members with no activity towards top right of the screen for a clearer view of the data.
If the user clicks on a Team member's name the dashboard will take the user to the Reviews tab to view the NPS ratings, feedback, and reviews provided by the customer for that technician. Note the data in the Reviews tab is displayed based on the date of the feedback. The data in the Team tab is displayed based on the date of the job.
Location
This tab summarizes customer feedback and online review results for all locations within a brand. The customer feedback data in the table is based on the jobs completed within the selected time frame. The online profile rating represents the rating on the last day of the selected date range.
For example, if the user selects a time frame of January 1-31, the data will include customer feedback for all jobs completed within the period January 1-31, regardless of when the customer responded. If a customer responded on Feb 3 to a job completed on January 16, that response will be included in the table. If the customer responded on January 4 to a job completed on December 28 that would not be included. The online profile ratings reflect the rating for January 31.
FAQs
Why doesn't the data in the Metrics tab match the Reviews tab?
The following tabs reflect data based on the date of the completed job: Metrics, Team, Locations
The Reviews tab reflects data based on the date of the feedback. There are two reasons for this:
- Not all customer public feedback (eg. on Google) can be tied back to a job date. For example, Jane Smith has a completed job with Mr. Electric on March 15. Broadly surveys Jane Smith at janesmith@gmail.com on March 16. Jane responds to the survey on March 20th and writes a review on Google on March 26 using AlabamaGirl@gmail.com. Broadly can tie the NPS rating back to Jane Smith but unable to tie the review back to the customer surveyed due to time delay and difference in email addresses. (Broadly can do some broad matching).
- Some customers may not be surveyed by Broadly (eg. their job amount was below the $ threshold or the job location was out of the FOs territory thus job data was not made available to Broadly). These customers may go to Google, independently of Broadly, and leave a review.
In both of the above instances if data on the Reviews tab is displayed based on the date of job completion then the above customer feedback would not be included in the Broadly dashboard. By displaying ratings and reviews based on the date of feedback Broadly can provide the user with a comprehensive view of all feedback, regardless of whether the customer was surveyed or not by Broadly.
What if an owner of multiple locations does not see all of their locations listed in the Broadly dashboard?
Contact your Franchise Business Coach to request that Broadly has the same email address on file across all of your locations.
Why does the Broadly dashboard show fewer customers asked than the volume of jobs my location has completed?
Ask your Franchise Business Coach to run a Broadly validity report which will specify which jobs were not made available to Broadly and why (eg. below the $ threshold for surveys, performed outside your service area).
What are the specific business triggers in the Neighborly data warehouse that determine whether my customer jobs are made available to Broadly?
Ask your Franchise Business Coach for your brand's Broadly business triggers.
Why can’t I select two years as the time frame for my data request?
Typical businesses view performance metrics for the past year. You may pull the data in two segments, requesting one year at a time.
How do I add people for dashboard access?
Refer to the Account section above.
How do I delete dashboard access for someone who is no longer employed at my location?
Refer to the Account section above.