Every rate on your dashboard now opens to the people behind it
A percentage tells you where you stand. It does not tell you who is in it, who counted, or what moved it since the start of the month. Four figures on your dashboard now open to a page that does.
What you can do now
Open service activation rate, on-time delivery rate, satisfaction or customer retention and you get the whole population behind the figure — every lead, engagement, survey or customer, listed once, marked in or out of the count. The two numbers that make the rate sit under it, so you can check the percentage rather than take it.
Each page carries four things beside the list:
- How it is worked out — what is counted in, what is taken out, and how to read the result, in the same words as the KPI dictionary.
- Filters that add up — the states beneath each figure (activated, late, awaiting response, returned) are counted over the whole population, so selecting one narrows the list and the totals follow it.
- What changed — who entered the count since the start of your selected range, and who left, each one dated and named. Nothing is grouped into an “other” line.
- Search and sorting over every column, with a count of how many of the total you are looking at.
A row hands you over to the record itself, so you can go from “eleven of eighteen activated” to the seven that did not in two clicks.
Some particulars worth knowing
Satisfaction now holds both scores on one page — the plain average and the same average weighted by what each customer paid, with the gap between them stated. Under three responses neither is published: the page tells you how many you have, how many you need, and which surveys are still unanswered, rather than showing a low score that only means nobody has answered yet. This page replaces the old CSAT-by-revenue page, and your dashboard’s satisfaction card now links to it.
Your satisfaction figures are now scoped to your own customers. They previously counted every survey in the tenant. If you share a tenant with other vendors, expect the two scores on your dashboard to move.
On-time delivery shows the engagements with no agreed date recorded in a list of their own. They count as neither on time nor late — an unrecorded date is shown as unrecorded, and it is worth fixing.
Customer retention keeps both of its cuts — by delivery speed and by region — and each bucket opens to the customers in it, returned and not. Both cuts add up to the same customers and the same returners, and the unknown-region bucket is always shown, so a gap in your recorded countries is visible rather than folded away.