Analytics

To drive continuous improvement, feedback analytics must be:

• Powerful—to yield insights, reveal problems, and highlight opportunities that would not otherwise be apparent
• Easy to use—to ensure that everyone in the enterprise makes full use of the feedback to enhance effectiveness, productivity, and teamwork.

CustomerSat feedback analytics provide the power and ease-of-use you need. Correlation analytics, comment analyzer, and significance testing help you probe for deep insights and pinpoint where and what action needs to be taken. Interactive dashboards, push reports, and action alerts provide easy and immediate access to insight across your organization.

Benefits

• Uncover issues and discover opportunities through powerful yet easy-to-use graphical tools and drill down capabilities
• Easy access to analytics through the most popular broowsers without the need for cumbersome plug-ins
• Share analytics and insights throughout your organization with push reports
• Data security through data encyption and password access.

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Frequency Distributions & Statistics

CustomerSat gives you easy, interactive access to frequency distributions, mean scores, standard deviations, and other key statistics, all updated in real time. Filters can be applied with a click of a mouse to view frequency distributions and statistics for any segments and time intervals of your choosing.

You can design reports any way you wish – for example, as bar, area, and pie charts – with complete control over styles, colors, fonts, and viewing angles. Charts can be copied directly into Powerpoint, Word, email, and other desktop applications. CustomerSat lets you design and present your reports any way desired.

Online drill-downs let you easily view the details of responses comprising each rating value in a frequency distribution bar chart. Simply click on the bar for a rating to view a summary report of the responses comprising that rating. Click again on any row in the summary report to view the full survey response and descriptors of that respondent.

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Cross-tabs

CustomerSat analytics let you easily select and cross tabulate any questions and descriptor variables with any others in your survey. Filters can easily be applied to view cross-tabs for segments and time intervals of choice.

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Rating Score Summary

This CustomerSat report conveniently summarizes eight key statistics for each performance metric in your survey: number of responses, mean score, and top- and bottom-1, 2, and 3 box percentages. (“Top-1 box” is the percentage of respondents who gave the attribute the highest rating, e.g., 10 on a 10-point scale.) Apply filters to view statistics for any segment or time interval. Users can sort metrics by any column simply by clicking on the column heading. CustomerSat Enterprise™ lets you view and compare these key statistics across surveys.

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Trend Lines

CustomerSat Trend Lines let you create any number of charts displaying multiple real-time trend lines on each chart. Any of eight key statistics – number of responses, mean scores, and top- and bottom-1, 2, and 3 box percentages – can be graphed. Any time interval between data points can be specified, including daily, weekly, monthly, quarterly, semi-annually, and annually. Filters can easily be applied to view trend lines for any segment or time interval. In designing charts, you have complete control over styles, colors, fonts, and viewing angles. Charts and corresponding tables can be copied directly into Powerpoint, Word, email, and other desktop applications.

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Mean Comparisons

Mean Comparisons show you at a glance how each product, market, region, customer service rep, and other business segments and individuals performed, both in absolute terms and relative to each other, on each rating question in a survey.

Mean Comparisons have many applications, including:

• Identifying key strengths and weaknesses by product
• Summarizing corporate performance by vertical market or geographical region
• Focusing coaching of customer service reps on top priorities for improvement
• Rewarding and recognizing outstanding performers.

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Comment Analytics

Comment analytics make it easy to perform keyword searches to display all comments, suggestions, and other open-ended responses containing specified words and phrases. Apply filters to view open-ended responses for different segments and time intervals. CustomerSat Enterprise™ lets you view open-ended responses by segment across multiple surveys.

Online drill-downs let you easily view the full survey response containing a particular open-ended response. Lists of comments can be copied directly into desktop applications.

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Chart Designer

Custom Chart Designer lets you create any number of real-time bar, line, and area graphs of your own design. You have complete control over each data point displayed in the graph, including performance attribute, filter, and time interval. A single Custom Chart can let you compare, for example, the performance of sales regions for different metrics, of products over different time intervals, or of support teams for different vertical markets.

Any of eight key statistics – number of responses, mean scores, and top- and bottom-1, 2, and 3 box percentages – can be graphed in each chart. Up to 50 data points are allowed per chart. For every chart, you have complete control over styles, colors, fonts, and viewing angles. Charts can be copied directly into Powerpoint, Word, email, and other desktop applications.

With CustomerSat Enterprise, Custom Chart Designer lets you create custom charts that include the questions and variables of multiple surveys. Custom Chart Designer gives you complete control over data, styles, colors, fonts, and viewing angles.

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Positioning Charts

Positioning charts automatically segment your customers and/or products into categories of profitability, satisfaction or loyalty. They allow you to choose any variable for the X-axis (e.g. “overall satisfaction” or “years as a customer”) and any variable for the Y-axis (e.g. “likelihood of re-purchase” or “account tier”) and plot the variables in order to evaluate their relative importance or to simply categorize them. The X- and Y-coordinates of each datapoint are the mean scores of the survey responses or values that the datapoint represents. Positioning charts allow complete configurability from symbols and labels down to color choices, and you can apply filters to limit the view by region, demographic or other variable.

They help you quickly organize complex data, understand it, and act on it. For instance, in the chart below, clients with high satisfaction and loyalty are “loyalists” – they create positive word-of-mouth about your company; clients with high satisfaction but low loyalty are “mercenaries” – they are very price-sensitive and less profitable; clients with low satisfaction and high loyalty are “hostages” – as soon as a more attractive alternative become available, these clients are likely to switch; and, clients with low satisfaction and loyalty are called “antagonists” – they create negative word-of-mouth by broadcasting their dissatisfaction to others. In this situation, positioning charts organizing data in ways that can be used to drive further analysis and help you take action.

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Correlation Analytics & Quadrant Charts

Correlation analysis and quadrant charts let you quickly identify which performance attributes are the strongest drivers of business objectives such as likelihood of repurchase and overall satisfaction. Correlation analytics and quadrant charts show you where to invest for the greatest payoffs. Filters and other controls let you easily create quadrant charts, using any business objective, and for any business segment, such as product line, geographical region, vertical market, customer type, or service team. CustomerSat Enterprise lets you create quadrant charts that span the attributes and respondent descriptors of multiple surveys. Below, escalation, circled in red, is the top priority overall for improvement. Attributes circled in green are key areas in which it is important to continue to do well.

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Loyalty Indices

Loyalty Indices are real-time composites that you define of selected performance metrics. Loyalty Indices let you summarize and monitor performance across metrics and create custom measures that include and engage your entire enterprise or business unit. Loyalty Indices are color-coded to highlight key issues and opportunities. With CustomerSat Enterprise, you can create Loyalty Indices that span the questions and variables of multiple surveys.

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Significance Testing

Significance Testing lets users quickly identify and focus attention on a business’ most significant problems and opportunities. With Significance Testing, you can identify at a glance which feedback is significant at 95%, 90%, and 80% confidence levels. Color highlighting lets users see in an instant whether the differences between mean scores for different products, regions, or markets are significant. Users can tell, for example, whether the differences between eastern and western region renewal rates, satisfaction with different products, and brand perceptions by vertical market, are significant.

CustomerSat Significance Tests remove the guesswork by telling you how significant these differences are and whether they warrant immediate attention and action.

CustomerSat builds in t-tests and z-tests for mean scores and rating percentages (“box” scores), respectively. Through interactive dashboards, all decision makers in an enterprise have ready access to significance testing

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Strategic Reports

Strategic Reports let you exploit the secure, flexible, CustomerSat infrastructure of interactive dashboards to make any reports and presentations available throughout your enterprise. An administrator simply uploads reports, presentations, and other documents and specifies which users have access it. Authorized users then have access to those Strategic Reports just as if they were analytics and reports generated by the CustomerSat system.

Response Rate Reports

To ensure that results are statistically significant, CustomerSat lets you display response rates for your survey for any business segment or time interval.

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Filters

Filters let you pinpoint concerns and opportunities and take responsive action by business segment. Filters can be based on any closed-ended or open-ended survey responses, respondent descriptors (such as title, zip code, case number, or servicing agent), time interval, or any combination thereof. The Boolean logic comprising a filter may contain up to 22 conditions. The filter below, for example, has seven conditions (indicated by parentheses):

Customers of (Product X) (for less than 12 months) (in Eastern Region) (who are Key Decision Makers) (who rated Overall Satisfaction a “6 or lower”) (during 1Q2003) and who were served by (Mary Smith).

Filters have many applications, including viewing:

• Rating scores and trends by customer segment
• Suggestions for improvement, best and worst aspects of service, and other open-ended responses by segment or by rating score
• Correlation analyses and quadrant charts by segment
• Reference accounts by region, product, or vertical market.

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Data Export

CustomerSat lets you export all or any subset of survey or action management data to any application or database, including SSPS, SAS, Excel, Oracle, DB2, and Microsoft SQL Server. CustomerSat Enterprise lets you export data files that include the questions and variables of multiple surveys.