Exploit the full potential of your data!
You want to use the data collected by Goodays without having to recalculate everything on your side? You want consistency between Goodays back office and the rest of your tools? Let's get started!
The Metrics API allows you to retrieve very easily - in JSON format - all the data calculated by Goodays.
Presentation
The Metrics API allows you to retrieve all the statistics calculated from the data collected by Goodays using the same filters as in the Goodays back office.
This is essential to ensure consistency between what a pro user sees in Goodays vs. other internal tools.
For example with the metrics API you can:
- Facilitates the retrieval of statistics
- Easy integrate data in your CRM
- Generate reports that meet your needs 100%.
- Enhance the value of the data collected on your intranet or your point of sale pages
- And many more!
Dates, timezone and recalculationMetrics are attached to the date of the participation, grouped using the timezone of your
beginparameter (Europe/Paris by default) and recalculated on each call. See Timezone And Date Management for details.
The metrics approach
Our Metrics API allows you to retrieve Goodays statistics according to 5 different themes:
Customer Relationship score
The Customer Relationship score is one of Goodays key performance indicators.
This KPI takes three criteria into account:
- Reply rate: Does the point of sale reply to all the verbatims of its end customers?
- Reply time: How long does it take for the point of sale to reply?
- Reply quality: Score given by your end customers when they receive a reply from the point of sale.
The score displayed in the Goodays back office is updated in real time, and takes into account the participations received and processed during the month.
How do I get my Customer Relationship score?
See our dedicated page: Customer Relationship score
curl --location --request GET 'https://api.goodays.co/v2/stats/relationship' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"reply_rate": 79.97107975717982,
"reply_time": 182097,
"reply_quality": 4,
"customer_service_rating": 3.492065770743145
}
]
}Customer Satisfaction score
The Customer Satisfaction score is an average calculated on the basis of the end customers’ answers to the CSAT questions of your surveys. If your surveys have no CSAT question, it is calculated on the answers to all the star questions from the published surveys.
That score can then be analysed over any period of time, or the focus can be narrowed to any given survey, the NPS, a particular point of sale, or any other analysis filter you wish to apply.
How do I get my Customer Satisfaction score?
See our dedicated page: Customer Satisfaction score.
curl --location --request GET 'https://api.goodays.co/v2/stats/satisfaction' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"average": 4.415842247536645,
"ratings_count": 4745,
"responses_count": 1760
}
]
}NPS
The NPS (Net Promoter Score) is an indicator calculated from a very specific question about the end customer's intention to recommend you to others.
The question used in the pathway is:
“Would you recommend this point of sale to your friends and family?”
The answer is on a scale of 0 to 10.
The NPS is used to sort end customers into three main categories:
- “DETRACTORS”, who gave a score between 0 and 6
- “PASSIVES”, who gave a score of 7 or 8
- “PROMOTERS”, who gave a score of 9 or 10
That score can then be analysed over any period of time, or the focus can be narrowed
to any given survey, a particular point of sale, or any other analysis filter you wish to apply.
How do I get my NPS score?
See our dedicated page: NPS - Net Promoter Score.
curl --location --request GET 'https://api.goodays.co/v2/stats/nps' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"count": 534522,
"score": 50,
"detractor": {
"count": 52234,
"percentage": 9.772095442283012
},
"passive": {
"count": 160222,
"percentage": 29.974818622994004
},
"promoter": {
"count": 322066,
"percentage": 60.25308593472298
}
}
]
}CES
The CES (Customer Effort Score) measures the effort perceived by the end customer during a key interaction: solving a problem, completing a procedure, using a digital journey...
The end customer says whether they agree with a statement, such as:
“It was easy to return my product.”
The answer is on a scale of 1 (Strongly disagree) to 7 (Strongly agree).
The CES sorts answers into three effort levels:
- “HIGH EFFORT”, for a score between 1 and 3
- “MODERATE EFFORT”, for a score of 4 or 5
- “LOW EFFORT”, for a score of 6 or 7
The main KPI is the percentage of answers with a low effort. A survey can contain several CES questions: the CES is calculated on answers, not on participations.
How do I get my CES?
See our dedicated page: CES - Customer Effort Score.
curl --location --request GET 'https://api.goodays.co/v2/stats/ces' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"count": 200,
"avg": 5.6,
"high_effort": {
"count": 30,
"percentage": 15.0
},
"moderate_effort": {
"count": 40,
"percentage": 20.0
},
"low_effort": {
"count": 130,
"percentage": 65.0
}
}
]
}Google Score
The Google Score is the public rating of your point of sale on Google My Business.
That score can then be analysed over any specific month, or the focus, a particular point of sale or any other analysis filter you wish to apply.
How do I get my Google Score?
See our dedicated page: Google Score.
curl --location --request GET 'https://api.goodays.co/v2/stats/google_score' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"public_rating": 4.06,
"public_rating_count": 177135,
"places_count": 70,
"monthly_rating": 4.23,
"monthly_rating_count": 2510,
"action_phone_count": 23916,
"action_website_count": 34752,
"itinerary_count": 17254,
"views_count": 394184,
"rating_distribution": [
{
"value": 1,
"count": 166
},
{
"value": 2,
"count": 118
},
{
"value": 3,
"count": 192
},
{
"value": 4,
"count": 542
},
{
"value": 5,
"count": 1492
}
]
}
]
}Remark types
The remark type is the category of the verbatim left by the end customer: Idea, Praise, Problem or Question.
The exchanges between a pro user and the end customer after the first verbatim are typed as "Message".
How do I get my remark type metrics?
See our dedicated page: Remark type metrics.
curl --location --request GET 'https://api.goodays.co/v2/stats/remarks' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"count": 150397,
"Idea": {
"count": 36094,
"percentage": 23.999148919193868
},
"Praise": {
"count": 80626,
"percentage": 53.60878209006829
},
"Problem": {
"count": 28532,
"percentage": 18.971123094210657
},
"Question": {
"count": 4734,
"percentage": 3.147669168932891
},
"Message": {
"count": 411,
"percentage": 0.27327672759430044
}
}
]
}Surveys
The survey is a series of questions asked to the end customer.
That data can then be analysed over any period of time, or the focus can be narrowed
to a particular point of sale, or any other analysis filter you wish to apply.
How do I get my Surveys metrics?
See our dedicated page: Surveys metrics
curl --location --request GET 'https://api.goodays.co/v2/stats/surveys/5gd0vbRYxL' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": "yLdLYMKp4j",
"description": "Did you easily find the products you were looking for?",
"average": 3.6965811965811968,
"answers": [
{
"count": 1,
"percentage": 2.857142857142857
},
{
"count": 4,
"percentage": 11.428571428571429
},
{
"count": 7,
"percentage": 20.0
},
{
"count": 17,
"percentage": 48.57142857142857
},
{
"count": 6,
"percentage": 17.142857142857142
}
]
},
{
"key": "bJdY1MKqdR",
"description": "Note the **level of ease** to place your order online",
"average": 3.8098290598290596,
"answers": [
{
"count": 1,
"percentage": 2.857142857142857
},
{
"count": 3,
"percentage": 8.571428571428571
},
{
"count": 5,
"percentage": 14.285714285714285
},
{
"count": 20,
"percentage": 57.14285714285714
},
{
"count": 6,
"percentage": 17.142857142857142
}
]
},
{
"key": "ELxjqQmr4K",
"description": "**Would you recommend** the VÉLO online store to your friends and family?",
"average": 6.878205128205128,
"answers": [
{
"count": 0,
"percentage": 0.0
},
{
"count": 1,
"percentage": 2.857142857142857
},
{
"count": 5,
"percentage": 14.285714285714285
},
{
"count": 2,
"percentage": 5.714285714285714
},
{
"count": 1,
"percentage": 2.857142857142857
},
{
"count": 1,
"percentage": 2.857142857142857
},
{
"count": 0,
"percentage": 0.0
},
{
"count": 8,
"percentage": 22.857142857142858
},
{
"count": 6,
"percentage": 17.142857142857142
},
{
"count": 7,
"percentage": 20.0
},
{
"count": 4,
"percentage": 11.428571428571429
}
]
}
]
}Dissatisfaction
A dissatisfaction alert is triggered if an end customer gives a low score on a pre-defined survey question or leaves a verbatim of type Problem.
Each dissatisfaction alert is highlighted in the Goodays back office and must be handled by a pro user with a call or message to the end customer to understand their dissatisfaction.
In some rare cases they may be spammed or ignored.
That data can then be analysed over any period of time, or the focus can be narrowed
to any given survey, a particular point of sale, or any other analysis filter you wish to apply.
How do I get my Dissatisfaction metrics?
See our dedicated page: Dissatisfaction metrics.
curl --location --request GET 'https://api.goodays.co/v2/stats/dissatisfaction' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": null,
"description": null,
"count": 78515,
"percentage": 40.979029008653534,
"pending": {
"count": 1374,
"percentage": 1.7499840794752597
},
"spam": {
"count": 13453,
"percentage": 17.13430554671082
},
"ignored": {
"count": 1237,
"percentage": 1.5754951283194294
},
"call": {
"count": 11470,
"percentage": 14.608673501878622
},
"text": {
"count": 50981,
"percentage": 64.93154174361587
}
}
]
}Retained Customers
A retained customer is an end customer who, following the treatment of their dissatisfaction alert, indicated that they were convinced by the reply of the pro user and were considering returning to the point of sale.
That score can then be analysed over any period of time, or the focus can be narrowed
to any given survey, a particular point of sale, or any other analysis filter you wish to apply.
How do I get my Retained Customers metrics?
See our dedicated page: Retained Customers metrics.
curl --location --request GET 'https://api.goodays.co/v2/stats/retained_customers?by=place' \
--header 'Content-Type: application/json' \
--header 'Authorization: 1234abcd1234abcd1234abcd1234abcd'{
"data": [
{
"key": "bwdQ7oBgxQ",
"description": "Style Castleford (Castleford) - 481",
"retained_customers_count": 51,
"retained_customers_percentage": 57.95454545454546,
"customers_responding_count": 88
},
{
"key": "wjdpMqXO4M",
"description": "Style Howden (Howden) - 482",
"retained_customers_count": 55,
"retained_customers_percentage": 63.2183908045977,
"customers_responding_count": 87
},
{
"key": "My4lMmX1xR",
"description": "Style Barnsley (Barnsley) - 471",
"retained_customers_count": 46,
"retained_customers_percentage": 55.42168674698795,
"customers_responding_count": 83
}
]
}Updated 11 days ago