Question
What is the best way to design summary emails?
Answer
- 3/3 people we talked to preferred grouping feedback by location, rather than by whether it was responded to or not.
- 1 person was concerned with the length of the email. However, everyone wanted to see all the relevant feedback.
- Everyone expects to see the main metrics, so we put those at the top.
- 3/3 people liked the idea of a leaderboard.
- Still have one unanswered question about the leaderboard... do they want to see all of their stores or not? My hunch is that smaller accounts (less than 10) do. Anyone bigger is broken down by district, and I don't believe they do.
Interviews
- Seems like he likes getting a weekly report. He was nervous about it going away.
- I liked the weekly reminder that said “Yes, we are doing this.” (meaning people at his stores are responding to feedback.”
- “I want to see the worst.” Meaning he wants to see the negative feedback. I think by sorting it by negative first is a good way to do that.
- He preferred seeing the unresponded feedback grouped by store, not in its own section. He said, "I can't think of a person who would need to have it sorted like that."
