Benefits of this feature
This feature enables organization members to define and track goals within their scope. Goals can cover different timeframes and focus on KPIs such as Performance score (RPS), TrustYou Score, Review Count, Response Rate, and Sentiment Score, ensuring businesses stay aligned with their strategic objectives. By defining clear targets, you can:
- Provide measurable performance metrics for your entities.
- Motivate teams to improve their KPIs.
- Ensure transparency in goal tracking and achievement.
- Allow regional managers to set custom goals tailored to their needs.
Once a goal is created, it must be assigned to specific entities with defined target values to ensure proper tracking.
How to create a Goal
The Goals definition is divided into two sections: the first one is to define the goal characteristics, and the second one is to assign entities to it.
1. Navigate to the Goals section
- Go to Settings from the sidebar menu.
- Click on Goals.
- Click the New goal button.
2. Fill in Goal details
- Name: Enter a unique goal name (max 100 characters).
- Type: identifies if the goal is created by organization admins or by any other user.
- Organization goals – Created by enterprise admins (ALL scope) or the owner.
- Custom goals – Created by enterprise limited-scope admins.
- Timeframe: Select a start and end date (past dates allowed).
Source: Choose from available sources in the dropdown, listed alphabetically with "All" as an option.
Important consideration: TrustYou Score goals are always calculated across all sources and therefore do not allow a specific source selection.
- KPI: Select a KPI from the following options:
- Performance Score (RPS)
- TrustYou Score
- Review Count
- Response Rate (includes detailed breakdowns)
- Sentiment Score (category-specific options)
- Source Score
3. Validate goal information
- The Next button remains disabled until all required fields are completed.
- Duplicate goal names trigger an error message.
4. Continue with entity assignment
- Click Next to move to the entity assignment section.
How to assign entities and target values
1. Download the entity assignment template
Before assigning values to entities, you can download a prefilled CSV template to make the process easier.
- Click Download Template to get a CSV file containing:
- A list of all entities available based on your access.
- Entity details, including Name, Brand, Country, and City.
- A placeholder column for entering target values.
2. Fill in the target values
- Open the downloaded CSV file.
- Enter the target value for each entity in the provided column. Ensure values follow the correct format:
- Performance Score (RPS): 0.00 – 100.00 (positive decimal number with two decimal places, using a dot (.) as the decimal separator, e.g., 85.75).
- TrustYou Score: 0.00 – 100.00 (positive decimal number with two decimal places, using a dot (.) as the decimal separator, e.g., 85.75).
- Review Count: 0 – ∞ (integer without thousands separator, e.g., 25000, not 25,000).
- Response Rate: 0.00 – 100.00 (positive decimal number with two decimal places, using a dot (.) as the decimal separator, e.g., 99.10).
- Sentiment Score: 0.00 – 100.00 (positive decimal number with two decimal places, using a dot (.) as the decimal separator, e.g., 72.60).
- Source Score: 0.00 – 100.00 (positive decimal number with two decimal places, using a dot (.) as the decimal separator, e.g., 72.60).
- Save the file in CSV format.
⚠️ Important – Excel users: Some versions of Excel may automatically save CSV files using a semicolon (
;) as the column separator instead of a comma (,), depending on your regional settings. Before uploading the file, verify that it has been saved with comma separators. If your spreadsheet editor has changed the format, re-open the file, replace any semicolons with commas, and save it again in CSV format before uploading. Uploading a semicolon-delimited file will result in a format error.
3. Upload entities with target values
- Click Upload file and select your completed CSV file.
4. Validate the upload
Once uploaded, the assigned entities appear in a table displaying the upload status (Success/Error) per entity.
Error Handling
- The uploaded file must be in CSV format.
- Entity ID and Target value are mandatory fields.
- The Target values must follow the correct format.
5. Save the Goal
- The Save button remains disabled until at least one entity is assigned a target value.
- Once all required assignments are completed, click Save to finalize the goal.