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A goal is a measurable objective over the responses of a woku tool during a period. Each goal combines a tool, an indicator, a scope, a target value and an evaluation period. The platform calculates the current value automatically and shows the progress toward the objective.

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Create a goal

From the Goals menu, the New goal button opens a panel where you define the goal in three steps: first the tool, then the scope and the indicator, and finally the objective and the period.
  • Tool: Wokus, NPS, Forms, CSAT or CES.
  • Scope: All to measure the entire tool, or Specific to choose an instrument with the search box. In Wokus you can choose an individual woku or a folder of wokus, which includes its subfolders. In NPS you can choose a specific NPS or the global NPS.
  • Indicator: what is measured, according to the catalog in the next section.
  • Objective: the value to reach or not to exceed, depending on the indicator.
  • Evaluation period: Monthly, Quarterly, Annual or Custom, with a start and end date.
The indicator unit (responses, percentage, stars or points) and the direction of the objective are derived on their own from the chosen indicator, you do not need to configure them.

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Available indicators

For most indicators the objective is a floor, the goal is achieved by reaching at least the defined value. For % of opportunities, % of passives and % of detractors the objective is a ceiling, the goal is achieved by staying at most at the defined value.

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How the current value is calculated

The calculation is automatic and live: every time you open the module, the current value is recalculated with the real responses of the goal’s period and scope. There is no need to enter values by hand.
  • In NPS, a score of 9 to 10 is classified as a promoter, 7 to 8 as a passive and 0 to 6 as a detractor. The NPS score is the percentage of promoters minus the percentage of detractors.
  • The count indicators show the real count, including 0. The percentage and average indicators show No data when there are no responses in the period yet.

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States and progress

Each goal has one of three states:
  • In progress: the evaluation period is still open.
  • Achieved: the objective was reached, hitting the floor in “reach at least” goals or staying within the ceiling in “stay at most” goals.
  • Not met: the period closed without reaching the objective.
The progress is shown from 0 to 100%. In floor goals it is the ratio between the current value and the objective. In ceiling goals the progress is 100% as long as the current value stays within the limit.

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Tracking

The Goals module offers two views, Board and List, with a search box and filters by State and by Tool. Each card shows the Current value, the Goal, the Progress and a progress bar. When you open a goal, its detail expands with three sections: Information (the goal definition), Summary and Progress. From each card’s menu you can Edit the goal or Delete it, with prior confirmation.

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Goals and alerts

Goals connect with the alerts module: a Goals type alert notifies by email when a goal is about to close its period without being met. Check how to configure it in Alert rules.