Emailed report of previous months survey results
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Overview
Overview
This alert provides a summary of the previous month's service survey results. Provides detailed results to NPS question "How likely are you to recommend our company to a friend or colleague?" with % of Customer Responses and % of Service Calls Surveyed. We show you your Net Promoter Score information, who your "Detractors" are and who loves you.
Also provides quantity of dispatchers and techs surveyed along with 12-month trend. Addtional pages provide results of "Rate our technician overall" showing detail by each tech so you can see who is getting close to 10 out of 10 and perhaps who is not doing quite as well. See who is good at "fixing the customer" as well as the copier. We will also show you "Rate our dispatch overall" to also stack rank your dispatchers.
Run Schedule: Monthly on the 5th
Type of Output: Email AND On Demand SSRS Report
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Sample
Sample
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Variables
Variables
Variable 1: Branch Numbers to trigger on (separated by commas) or enter 'Consolidate' for one report covering all branches or 'ALL' for all branches to receive individual report
Variable 2: Surveys for specified Call Types to EXCLUDE (separated by commas). Leave blank to include all call types.
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Alert Functionality
Alert Functionality
-Reports on ALL active service surveys. Use On Demand SSRS Report to filter by Survey.
-Alert runs on the 5th of each month. This is because you will most likely not have received all of the results for the month. The survey month for responses is based on when a call is 'invoiced'. For example, if a call is invoiced out on the last day of the month, survey sent is sent out one day (24 hours) after invoicing. You can receive a response on the 2nd, 3rd, or 4th (over a weekend) that is linked to the prior month.
Details the three key questions:
NPS (Net Promoter Score): "How likely are you to recommend our company to a friend or colleague?". Details your Promoters (10 or 9 rating), Passives (7/8 rating) and Detractors (6 or below rating).
Dispatcher: "Rate the dispatch overall" stack ranks your dispatchers, the first person in contact with your customer. (Note - a dispatcher is the eAutomate user who enters the service call, and must have a UserID linked to their Employee Record.)
Technician: "Rate the technician overall" stack ranks your technicians to see who is getting 10s and is good at "fixing the customer" as well as the copier, or who may need training.
Report Explanation
Report Explanation
Summary page:
Reports monthly NPS score and shows the NPS trend over last 12 months:
Customers Surveyed - Total number of customers who received at least one survey (divided by) total number of customers invoiced (over period of time report filtering for and includes all invoice types)
Percent of Calls Surveyed - Total surveys sent, with Call ID associated (divided by) total number of calls (over period of time report filtering for). You will need to consider your survey subscription settings to determine what types of calls (i.e. Call Types) are being surveyed.
NOTE: Regardless of how your surveys are sending out (i.e. limited call types customizations, etc.), Customers Surveyed / Percent of Calls Surveyed are ONLY calculated using service calls for call types linked to the "CM-Corrective Maintenance" category.
Dispatcher Average Monthly Score - Average score for "Rate Dispatcher Overall" question. Total of all answers divided by the number of total survey responses received for that dispatcher (*option to include a rating question for other surveys i.e. supply order survey "rate your sales order entry clerk").
Dispatcher Number of survey results - Total surveys returned broken down by dispatcher.
Dispatcher Trend - Averages ALL dispatchers' results combined into overall score by month. Reports the prior 12 months.
Technician Average Monthly Score - Average score for question "rate technician overall." Total of all answers divided by the total number survey responses received for that technician.
Technician Number of survey results - Total surveys returned broken down by technician.
Technician Trend - Averages all results returned for all technicians combined into an overall score by month. Reports the prior 12 months.
Rate Company, Dispatch & Tech pages:
Shows detail results for question "How likely are you to ecommend our Company to a friend or colleague?" Provides call details and indicates if they are a Promoter/Passive/Detractor.
Rate Company:
Rate Dispatcher:
Rate Tech:
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OnDemand Report Filters
OnDemand Report Filters
Branch: Filter by branch
Survey: Select specific service call survey(s) to see results for or select all
Period From - Period To (YYYYMM): Indicate which months you wish to see results for. Please note, date associated with survey result is day service call invoiced in eAuto.
Live Surveys Only: Option to only include currently active surveys
Call Types to EXCLUDE: Specific Call Types to exclude from results
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Best Practices & Tips
Best Practices & Tips
-Be sure your dispatchers have a UserID listed on their eAuto Employee Record:
-Techs showing up in dispatacher rating section? If tech create the service call, then will also show as a dispatcher.
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Related Alerts
Related Alerts
ID394 - Weekly Survey Results
ID470 - NPS Brochure
ID695 - Survey Results eView
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