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Q3 2024 Metrics #94124

Open oddball-lindsay opened 4 days ago

oddball-lindsay commented 4 days ago

Background

Time to pull quarterly quant/qual metrics for Q3 2024.

Process for the FAQ survey feedback:

  1. View Github folder and grab the link for "Resources and support ratings spreadsheet" (in the bottom Analysis section).
  2. View the spreadsheet link in Sharepoint and request access
  3. Once access is granted, locate the row that has our FAQ page.
  4. Document the metrics for our FAQ page: Good, Bad and Total responses, and % of Good and % of Bad.

Tasks

Acceptance Criteria

oddball-lindsay commented 3 days ago

MyVA411 data request: https://github.com/department-of-veterans-affairs/va.gov-team/issues/94139 Medallia data request: https://github.com/department-of-veterans-affairs/va.gov-team/issues/94140

Also requested access for the July and August ratings spreadsheets to see the FAQ survey feedback. September is not ready yet.

oddball-lindsay commented 3 days ago

Received the Medallia export -- 137 responses. There was no MyVA411 data for Q3. Will start working through the Medallia export to remove PII.

Also received the August spreadsheet for the FAQ survey feedback, re-requested July. The person who manages these seems to be out until Monday so I don't anticipate getting access to the September data until next week.

oddball-lindsay commented 2 days ago

Medallia export for Q3 has PII removed and is uploaded to Sharepoint. The quantitative summaries have been added to our Recap of Responses spreadsheet, but I had a question about how to approach the qualitative analysis of the comments for both the VFS and A11 surveys -- I noticed that the categories are not consistent across past exports.

@jfinnerty13 is the goal to categorize all comments, ideally with the existing categories but adding new categories if I can't find a good fit? Or is the goal to only track the frequency of comments that fall within the existing categories?

I've started an "instructions" tab in the spreadsheet and can capture your answer there to remember for future quarterly analysis!

jfinnerty13 commented 2 days ago

Goal is to use existing categories but add in new ones if there isn't a good fit :) just so we can point month over month. Thanks for putting this all together!

oddball-lindsay commented 1 day ago

Contact Center quant/qual feedback have been recapped. Just waiting on the FAQ survey feedback, hoping to wrap this up next week!