Metric dictionary
Clear definitions, ownership, scope, and calculation notes.
Turn CX data into decisions teams can act on.
Practical analytics support for dashboards, metric design, segmentation, trend analysis, root-cause investigation, and stakeholder-ready insight stories.
Independent consultant. Not affiliated with or endorsed by Medallia, Inc.
Review areaPurpose
Metric designBusiness questions, KPI definitions, populations, calculation rules, targets, and guardrails.
Dashboard and reporting logicFilters, hierarchy, role views, comparison periods, data freshness, and usability.
Segmentation and trendsCustomer groups, journeys, channels, time periods, outliers, and material changes.
Driver investigationEvidence-led analysis of likely contributors, relationships, and operational context.
Data quality reviewCompleteness, consistency, reconciliation, missingness, duplicates, and definition drift.
01
When this is useful
CX teams and partners that have data and dashboards but need sharper analysis, reliable measures, clearer narratives, or additional senior analytics capacity.
Dashboards show activity but do not explain what is changing
Teams disagree about metric definitions or reporting populations
Leaders need concise insight rather than another data export
Analysts need senior support with segmentation, drivers, or QA
02
What the work covers
The exact scope is confirmed after qualification and discovery.
01
Metric design
Business questions, KPI definitions, populations, calculation rules, targets, and guardrails.
02
Dashboard and reporting logic
Filters, hierarchy, role views, comparison periods, data freshness, and usability.
03
Segmentation and trends
Customer groups, journeys, channels, time periods, outliers, and material changes.
04
Driver investigation
Evidence-led analysis of likely contributors, relationships, and operational context.
05
Data quality review
Completeness, consistency, reconciliation, missingness, duplicates, and definition drift.
06
Insight communication
Executive summaries, decision-ready narratives, charts, caveats, and recommended actions.
03
What you receive
Analysis brief
The question, evidence, method, findings, and important limitations.
Dashboard recommendations
Practical changes that improve trust, clarity, and actionability.
Insight narrative
A concise stakeholder-ready story focused on decisions and next actions.
Measurement plan
A repeatable approach for monitoring outcomes and validating change.
04
Engagement approach
- 1
Frame
Clarify the decision, audience, measures, data sources, and required confidence.
- 2
Analyze
Validate the evidence, compare segments and trends, and investigate material drivers.
- 3
Communicate
Translate findings into clear implications, actions, and a reusable measurement approach.
05
Not included by default
- Claims that are not supported by available evidence
- Production data access without written authorization
- Storage of raw respondent or regulated data on this website
- Official vendor reporting certification or product support
06
Access and confidentiality
- Use sanitized evidence first; request only the minimum approved access needed.
- Confirm authorization, confidentiality, conflicts, scope, and rates in writing before hands-on work.
- Keep client identities, implementation details, and outcomes private unless explicitly approved.
07
Frequently asked questions
Can you work with our existing dashboards?
Yes. The work can begin with existing reports, metric definitions, and sanitized examples before any approved platform access is considered.
Is this limited to Medallia reporting?
No. The focus is CX decision support, so approved operational, digital, case, or business data can be considered alongside Medallia outputs.
Can you help explain why a metric changed?
Yes. The analysis will separate verified evidence from plausible contributors and state important limitations clearly.
Do you build executive insight packs?
Yes. Findings can be converted into concise, decision-ready summaries without exposing confidential data on the public site.
Clearer measures, more trusted reporting, and insight that connects customer signals to business action.
Start with a short qualified request. A private meeting link is shared only after review.