Business Intelligence system – Customer Complaints – B2B company:

Customer complaint dashboard quality feedback
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Analyzing customer complaints in crucial for customer service & sales teams. It helps them increase customer loyalty and fix quality issues. To that end, here’s a mockup:

Note: Drill down reports are not shown, details are hidden to maintain confidentiality and numbers are made up.

Customer complaint dashboard quality feedback

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Social Media Analytics. Facebook Page Smackdown: Status updates vs Images?

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In this post, we’ll answer the question:

For a Facebook page – which post-type* is better at getting more Likes + Shares + comments

*Currently on Facebook page – you can have following Post-Type:

1. Images

2.Status Updates (Post)

3. Videos

4. Link

5. Question

6. Shared Content (i.e. when you “share” content from other Facebook page/user-account)

Now – If you have not seen “Facebook Insight”s for your Facebook page – I’ll encourage you to do that (assuming you have suitable admin role):

view facebook page insights social media analyticsYou’ll see something like this:

facebook page insights dashboard social media analytics

Off-Topic: I like how this report design, I really do: Five things I learned about “Art of report designing” from Facebook insights.

Now, Be a Kid – explore this Dashboard – see what else you’ve got: Likes Metrics, Reach Metrics, Talking about this Metric. There’s interesting Demographic information on each of the mentioned metrics. For instance I know that 60% of my fans are from India. Any-who this post is not about delving into what is available but it is about something that is not available via this Dashboard.

So Now I had this Question: What kind of post should I post more to get more likes/shares/comments? Should I post Images? Should I share Interesting Links? Thus, I wanted to know: For a Facebook page – which post-type is better at getting more Likes + Shares + comments

So as a Data Guy – since they didn’t provide that insight – I thought of a way to get it. Here’s how you can do that too in a step by step fashion:

Tool Used: Excel 2010

Step 1.

On your Facebook Page Insights Dashboard – Do you see Export Data button? yes? Go ahead click it:

– Select a. Post Level Date b. Select Start Time & End Time.

social media analytics download facebook page insights data

Step 2. 

Open the file in excel.

If you do not have access to file that you can use mine – after all the things I share on https://www.facebook.com/Paras.Doshi.Blog is Public! I don’t mind sharing metrics with you. Download the file: Paras Doshi Blog Facebook Page Post Level Metrics Jan1 Aug5 2012

Step 3:

There’s lot of data, right!? Remember: If you think about it, You can extract other actionable insights too and build cool reports.

Any-who to our questions here is what we need:

a. Data in “Key Metrics” sheet

b. Column C: “Type”

c. Column N: “Lifetime Talking About This (Post)”

*People Talking about this include

– Liked, commented or shared your post

– answering a question

– responding to an event.

FYI: if you looking to see number of likes, shares & comments a post gets – check out “Lifetime Talking about this..” excel sheet.
Step 4:

Create a COPY of this Excel File (For Backup purpose – Just in case we manage to mess up the data in this file)

AND then, Delete ROW 2 in Excel sheet: “key Metrics”. Just do it!

delete a row in excel

Step 5:

Now that we have identified the metrics i.e “TYPE” and “Lifetime Talking About This (Post)” – let’s select ONLY this data and create a new sheet. As you can see I have a new sheet titled “Only Important data goes here!”

social media analytics new sheet in excel

You can Skip creating a NEW sheet – but make sure to select appropriate columns for PIVOT TABLE later.

Step 6

Make sure you are on our NEW sheet.

Go to Toolbar > Insert > PivotTable > Select Pivot Table

Social media analytics using excel pivot table

Step 7: No change, Just click on OK.

configure pivot table in excel 2010

Step 8:

Now comes the part where we configure Pivot Table.

– Select All three fields from the “Choose Fields to add to report”

– Drag “Count of Post ID” and “Count of LifeTime talking about this” from Row Labels -> Values

social media analytics facebook page configure pivot table

Step 9:

We do not want the TOTAL number of “People Talking about it” – BUT we want On an Average – for a single post – How many people are “talking about this”.

So let’s change the function of “Life Time Talking about this” to AVERAGE.

Just (left) click on “Count of Lifetime Talking about this (Post)” > and select “Value Field Settings”

pivot table change the function from SUM to Average

click on OK.

Step 10

Do you see this:

pivot table change the function from SUM to Average changed

Now Look at your Pivot Table:

Social Media analytcis for a facebook page

Can you see who won.

In the smack down of Status Updates vs Photo. Photos Won!*

*For my page: That may not be true for all pages! Just saying :)

And let me clean up the report a bit:

social media analytics custom dashbaord in excel for facebook page

That’s about it!

Remember you can do MUCH MORE with the Data that you just DOWNLOADED! If you play with this data, please share what actionable insights you were able to extract out the data!

Have fun with Data!

Resource:

Facebook Page Insights Guide. From your Insights Dashboard:

facebook page insights guide pdf