Microsoft has launched a preview of Experience insights which provides an overview of various user experience metrics for Microsoft 365 services and applications.
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User metrics include product usage, in-product feedback, data on help content, and Net Promoter Score (NPS) values.
A core component of Experience insights relates to Microsoft Teams, providing insights such as daily active users, daily active users by features, percentage of product usage, and help content data.
Amisha Bhatia, Senior Program Manager at Microsoft, said: “Ensuring that all users have the best experience is imperative for any IT department.
“You’ve told us that in large organizations, it’s often challenging to measure and manage employees’ end user experience with cloud services like Microsoft 365, because data such as utilization and technical support queries live in different places or previously was not even available.
“This in turn can make it difficult to identify areas where users may need assistance.
“Built on that customer feedback, we’ve developed Experience insights to give our customers’ designated IT admins an at-a-glance view of core user experience metrics.”
From a privacy standpoint, Microsoft says that user-level data privacy is a “top priority consideration” and the software will only, therefore, aggregate data at the tenant level. No user-level data is made available. These insights are also restricted to Reports reader roles, Global admins, and Global readers.
The information garnered from Experience insights can be used by admins, Microsoft suggests, to see the results from decisions to provide users with updated recommendations, support resources, and more.
The enhanced view offered by its insights solution also provides usage information, in-product feedback comments, NPS surveys, and the most viewed self-service help articles.
Usage, Feedback, and Help
You can view the usage of certain apps and services to find out which are the most essential to your business. You can also detect whether usage has been impacted by service health issues via advisory and incident feedback.
When users submit their feedback through an NPS survey or apps and services on Microsoft 365, the information is relayed to the company through Experience insights. The information can then be acted upon to improve user experience.
If employees access help references on the Microsoft support pages or via in-app help experiences, the pages they are reading will be shown on Experience insights. This will provide a basis for determining future in-company awareness campaigns and user training.
Experience Insights Availability
Experience insights is available to customers with more than 20,000 seats in a Targeted Release program.
Only global admins and readers will be invited to try out the Experience insights preview. Microsoft also urges administrators to extend access to these roles within the Microsoft 365 admin centre for IT professionals.
Currently, Experience insights has been optimised for companies with large amounts of data but Microsoft says it is working on tailoring the solution to smaller companies too.
Preferences for sharing the Targeted Release with all users or only the admin can be set via the Microsoft 365 admin portal.
