Reporting on Offer performance
Get deeper insights into how your Brightback Experiences save customers with the Offer Performance report nested under Insights in the left sidebar.
For each individual Offer or Offer category, see a breakdown of total views, how many customers accepted the Offer, what percentage of total customer's saved came from that Offer's acceptance.
You can also opt to view the totals of saved customers by number of customers or in saved revenue, if you're using one of our billing integrations.
Display by Offer name or Offer category
You can view Offer Performance by Offer name or Offer category.
Offer name is the specific Offer tested during the Brightback Experience. For example, if you are collecting Feedback on Product but also collecting Feedback on negative Customer Experience, you can use name to breakdown the individual performance of each feedback type Offer.
Offer category presents the high-level overview of performance for broader types of Offers. We have six different Offer categories:
- Discounts: Percentage off, dollar amount off
- Plan Change: Downgrades to a lower priced plan
- Extensions: Suspending payment while continuing service
- Pauses: Hold accounts, pause service and payment
- Support & Training: Coaching calls, training videos, help guides
- Customer Feedback: Email feedback, chat with support
In the Offer category view, it's also possible to breakdown by Offer name, giving a view of both the category and the specific Offers that make up that category.
Export Offer Data for Repurchase Analysis
You can view the individual customers who have Viewed and Accepted a given offer in the Offer Report Drawer. To access this view, simply click on the offer name you would like to see data for. This will pull up a drawer that displays 50 results. You can filter by fields in the drawer to see who has accepted an offer for example or sort by the offer accept date.
From this view, you can export the data set for further analysis or to join to your subscription data to track repurchase cohorts by Offer Type.
Change Offer Names in Experience Manager
To change the display name of an offer, go to the Experience Manager and select the Offer Library tab. From here you can edit offer content including changing the offer name. This offer name change will carry through to the Offer Performance Report!