ID557 - Summary of Monthly Survey Results, SSRS Version - Overview & Sample

Summary of previous month's survey results, 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" to stack rank the dispatchers, the first person in contact with your customer (Note a dispatcher is the EA user who enters the service call, and must have UserIDs linked to their EmployeeRecord in order to report).

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. 

To report all three questions you must be live on the service call survey ID109.

If you don't have SSRS Reports and are still running the Crystal Custom Report version, please click HERE.

Trouble accessing SSRS Reports? Please click HERE.


Set Variable1 for email results to fire on Individual Branch Numbers to trigger on (separate commas) or 'Consolidate' for one report covering all branches or 'ALL' for all branches to receive individual report.

Monthly email will send on the 5th of each month, SSRS Report can be ran on demand.

NOTE: This alert assumes your dispatchers have User IDs associated to their EmployeeRecord or else it will not work.


SSRS Version Filter Options:

Filter by Survey Name (will show ALL survey names in drop down list whether live or in test, test surveys will have no results).

Select the Period to run for that months results

Branch Option, search/view results for one branch only, or run for ALL:

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 CallID associated (divided by) total # of calls (over period of time report filtering for). You will need to consider your survey subscription settings to determine what types of call (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". Check your call type set up in eAutomate under Tools / Lists&Codes /Call Types


Dispatcher Average Monthly Score - Average score for question "Rate your dispatcher". Total all answers 10+9+8 (divided by) 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 prior last 12 months

Technician Average Monthly Score - Average score for question "rate your technician". Total all answers 10+9+8 (divided by) total 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 last 12 months

NPS (Net Promoter Score) detail breakdown - Responses to the question "How likely are you to recommend our Company to a friend or colleague", provides call details and indicates if they are a Promoter/Passive/Detractor

Rate the Dispatcher detail breakdown 

Rate the Technician detail breakdown


**Please note this alert is set to fire on the 5th of each month by default. This is because you will most likely not have all the results for the month received. 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 date/24 hours after invoicing, you can receive a response on the 2nd/3rd/4th (over weekend) that is linked to the prior month.** 


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