Overall Metrics

The Overall Metrics view shows how your key scores move over time. A single score tells you where you stand; a trend tells you whether the experience is improving, declining, or holding steady. This is one of the most important views for separating normal fluctuation from meaningful change.

When POS and FF move in different directions, that difference is often as telling as the score. Stable POS with weaker FF, for example, usually signals friction after the sale rather than during the purchase. The data comes from a 10-point question set covering site design, ease of finding products, selection, product information, prices, shipping options and charges, clarity of charges, and the checkout experience. To reduce survey fatigue, customers see a rotating subset of attributes. All attributes are reported in VitalSigns.

Customizing Your View

Use the Display panel to set the date range, toggle bar vs. line charts, overlay benchmarks (by plan), filter by device, choose which KPIs to show, and set the granularity of the timeline (day, week, month, or quarter). Below the chart, a data table shows exact scores and response counts.

What to Watch For

Look at how metrics move relative to each other, not just in isolation. If Overall Satisfaction holds steady but Likelihood to Buy Again declines, customers may have been satisfied without becoming more loyal. If multiple metrics decline together, the issue is likely broader. Periods with fewer than 100 responses are flagged and should be read with added caution.