Using Business Intelligence Canned Reports : Report Parameters : Customer feedback reports
  

Customer feedback reports

The Customer feedback reports provide direct information about the Customer experience.
With these reports, you can for example:
• Compare waiting time with Customer satisfaction to find the optimal Service level.
• Find the longest waiting time that still results in an acceptable Customer satisfaction level.
• Fine-tune the Service level.
Configuration prerequisites:
• There must be Marks, intended to be used as answers.
• There must be a unit where the Customers can provide feedback.
• For some of the reports, Service Level is used.
Feedback Overview
This report shows an overview of the feedback result from the Customer Feedback solution. You can see the average of all included questions with a numerical answer (including NPS), compare the waiting time and transaction time with the feedback, show the feedback per Branch, Service, Staff Member, etc. All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
Average feedback
The average of all the numeric feedbacks.
Average waiting time
The average waiting time
Average transaction time
The average transaction time
Total number of visits
The total number of Visits
Number of answers
The total number of answers
Answer %
The percentage of the total number of Visits that provided an answer.
Note: Each Visit is included only once, even if the Customer answered many questions.
 
Answer Summary
The report shows detailed information about the number of Customers for each answer. Each question is presented separately. You can for example compare the waiting time and the transaction time with the answers, to see if long waiting times are resulting in a longer score.All data is shown on the same page.
 
The following data is shown:
Name
Definition
Question
Each included question is presented separately. Only include questions with a defined range of answers, not free-text questions.
Answer
All the available answers defined by the parameter Answers.
Note: Also, answers that were never provided should be included and have the number of answers = 0 and no info for waiting time or transaction time.
Number of answers
The number of Customers who have provided the answer.
% of total answers
The answers percentage of the total number of answers
Average waiting time
The average waiting time
Average transaction time
The average transaction time
 
Free Text Overview
This is a report showing the different free text answers together with Visit id. You can use the parameters to filter out those answers that are most interesting, for example the answers from the least satisfied Customers. All data is shown on the same page.
 
The following data is shown:
Name
Definition
Feedback
Each text feedback is presented, even if there are two or more that are identical.
Branch
Branch name.
Visit Id
Visit Id.
Ticket number
The ticket number used for the Visit.
Average feedback
The average for the numerical part of this Customer’s feedback.
 
Feedback NPS® Overview
NPS1 stands for Net Promoter Score. For more information, please see http://en.wikipedia.org/wiki/Net_Promoter.
This report is basically the same as the NPS Overview report, except this report is based on Customer Feedback values, not Marks. To get the number of answers per score, you can use the Answer Summary report instead.
Note: NPS can be anything between -100 and 100.
All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
 
Feedback Time
This report can for example be used to compare feedback provided immediately after the Visit with feedback given at a later stage. This way you can find out if the Customer feedback is depending on the time between the Visit and the given feedback.
All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
Answers provided within 30 minutes after the Visit
The result of the feedback provided within 30 minutes after the end of the Visit.
Answers provided after 30 minutes, but the same day
The result of the feedback provided later than 30 minutes after the end of the Visit, but still on the same day.
Answers provided the day after, or later
The result of the feedback provided the day after the Visit, or later.
Average feedback
The average of all the numeric feedbacks.
Number of answers
The number of Customers that provided feedback.
Total number of Visits
The total number of Visits.
Answers provided within 30 minutes after the Visit
The result of the feedback provided within 30 minutes after the end of the Visit.
 
 
1 Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.