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 like product usage, in-product feedback, Net Promoter Score™ (NPS) values, and data on help content viewed across an organization. Starting today, this new dashboard available in Microsoft 365 admin center is rolling out to preview*.
The privacy of user-level data is always a top priority consideration as we design and deliver reports that admins need to manage and maximize utilization of cloud services. Here, as with many other Microsoft 365 reports, Experience insights are aggregated at the tenant level only; no user-level data is available. By default, access to these insights is restricted to the Global admin, Global reader, and Reports reader roles.
How to use Experience insights
Experience insights help you quickly understand key user experience signals from select Microsoft 365 apps and services. Seeing this information all together helps administrators determine whether they need to take specific actions, such as providing users with updated recommendations and support resources as workspaces and operations evolve over time. To drill into more data, select the app or service you’re interested in learning more about. This deeper view allows you to easily see more details on usage, comments submitted through in-product feedback, and NPS surveys, as well as the top self-service help articles viewed in your organization. You can then use this data to assess whether your organization could benefit from further user training and awareness campaigns.
For select apps and services, you can get additional details on feature-specific usage to help you understand which tasks are most important for users in your organization. You can also see recent advisories and incidents, so you can more easily determine whether usage has been impacted by a service health issue over time.
Product feedback and NPS
At Microsoft, we have long found value from user feedback about our apps and services to help build and improve our products. We’ve heard from you that this information would be valuable to you, too. Now, anytime a user in your organization submits feedback through Microsoft 365 apps or services or completes an NPS survey, we share that information back to you through Experience insights. This data can help you understand where users may be delighted or are facing challenges you need to address. You can use this information to put together action plans to improve the user experience for your organization.
Help content is a new data source that can be a powerful tool to get a pulse on where users are struggling and need help. When users in your organization look for help references on support.microsoft.com or our in-app help experiences, IT admins can see which articles are read frequently, to help enterprises with overall tuning and troubleshooting.
The Help content tab also provides the top articles your organization accesses for a particular app or service. This is an excellent indicator of what your users are trying to accomplish in a particular product, which can help you prioritize training for your organization.
If you are a Global admin or Global reader, you will be prompted to check out the new experience. If you only have a Reports reader role, you will be automatically directed to this new page. You can always toggle back and forth from this experience to the main dashboard. Consider extending appropriate access to the Microsoft 365 admin center to these roles for the IT professionals in your organization. To maintain user privacy in your organization, no user-level information is provided in this new experience.
The preview of Experience insights is available to customers with over 20,000 seats in Targeted Release. Only Global admins, Global readers, and Reports reader roles will have access to Experience insights. Today, Experience insights is optimized for organizations with higher volumes of data, but we are working on bringing the experience to smaller organizations in the future. If you are an organization with over 20,000 seats and would like to use Experience insights but are not in Targeted Release, see Set up the Standard or Targeted release options to learn how to turn on Targeted Release. If you don’t want to turn on Targeted Release for all users in your organization, you can set Targeted Release on only the admin accounts that you’d like to give access to this experience by going to the Microsoft 365 admin portal.
To learn more about this new dashboard, check out the Microsoft Docs article: Microsoft 365 Experience insights dashboard – Microsoft 365 admin.
We’re excited to bring this new experience to you and hope it will be a useful tool to help you understand and improve the user experience with Microsoft 365 in your organization.
We’d love to hear your feedback along the way! As you try out Experience insights, please send us your thoughts using the feedback link located in the lower right corner in the Microsoft 365 admin center.
Did you know? The Microsoft 365 Roadmap is where you can get the latest updates on productivity apps and intelligent cloud services. Check out which features are in development or coming soon on the Microsoft 365 Roadmap.