Table of Contents
See how scores from waves have changed over time
Why you need this report: See the overall breakdown of respondents and non-respondents broken down by sentiment level and role.
- View breakdown among invited contacts in terms of TopBox roles: Decision Makers, Influencers, Day to Day, Other
- Identify how contacts are providing feedback among invited accounts: what is the breakdown between Non-Responders, Detractors, Passive, and Promoters?
- Utilize filters to zoom in on specific segments, such as Roles and Tiers
Getting the most out of the report:
The Overall Results report provides a comprehensive view of sentiment level among contacts who were invited to participate across campaign waves. See the percentage breakdown and absolute figures of contacts classified as Non-Responders, Detractors, Passive, and Promoters, as well as their roles in relation to your company’s products and services.
Chart: Overall Results
- X-axis (horizontal) =
- Sentiment level of respondents:
- Non Responder
- Completely silent contacts (giant red flag as none of the contacts provided feedback to improve their own experience or share satisfaction)
- TopBox roles (color-coded legend)
- Decision Makers
- Day to Day
- Sentiment level of respondents:
- Y-axis (vertical) = Number of Respondents
- Hover over the bars in the chart to view the exact number of respondents for each sentiment level and role classification
- Useful Filter examples:
- Note: The filter names mentioned below are part of a default set and may change during implementation to better suit your company’s needs.
- In Settings & Filters Contact Filters, click on the dropdown menu for Roles and filter by Decision Makers, Influencers, Day to Day (and Other)
- Examples to watch for:
Generally, you hope to see the Promoters bar outpacing the Passive, Detractors, and Non Responder numbers. If the data shows otherwise, it is time to understand why through further analysis and engagement.
- Red flag: Non-Responders are outnumbering the rest. Why are contacts not responding to share satisfaction or to voice need for improvement? This can be a concern since a high number of silent accounts is usually worse than a high number of Detractors. The latter provide insights into how you are doing and an opportunity to take action and improve.
- Go deeper than the score itself – see what percentage of invited contacts make up each sentiment group as well as what percentage have not responded. Remember that response rate can be a measure of customer engagement or relationship strength, not to mention that high response rates provide higher levels of “representativeness” and trust in the aggregated results.
To run this report:
1. Select your Settings & Filters*, including:
- Account Filters: by Accounts, Industry, Tier, Region, Sales Rep, Account Manager
- Contact Filters: by Contact Email, Roles
- Questionnaire Filters: by Questionnaire, Wave OR Start/End Dates*
- You may select a start wave without an end wave if that is the only wave for which you want to report
- Selecting a wave in the “Start wave” filter will show all data in that wave.
- Selecting a value in the “End Wave” filter will show all results for the entered range of start wave and end wave
- Question Filters: by scores (0-10) relating to specific question types and attributes
*NOTE: The filter names are part of a default set and may change during implementation to better suit your company’s needs.
*NOTE: We suggest using Campaigns (“Waves”) instead of Dates for accuracy in including all Non-Responders. Waves are time periods used for sending, managing, and analyzing feedback and assessing change in customer perception over time (similar to a marketing campaign).
2. Run the report by pressing . You can save these filter settings to use across other reports by clicking the button under the “Settings & Filters” heading.
You will see:
- Overall Results chart
- Data Table: Account, Account Managers, Role, Invitation Info: Contacts Invited, Guideline Met? (true/false), Response Info: Responses, %, Guideline Met? (true/false), Subscription Info: Unsubscribed, %, Promoter: Count, %, Passive: Count, %, Detractor: Count, %, No Response: Count, %.
- By default, the report is sorted chronologically by wave
- Click on the column names to sort results by Account, Role, Contacts Invited, etc. Click on the column header again to change the sort direction from Ascending to Descending. Clicking a third time will turn off sorting on that column.
- You may sort by more than one column by clicking each column name in the order desired.
3. To clear the filter set, make sure to do so by clicking on the icon under the “Settings & Filters” heading.
4. To download your reports:
- Overall Results chart:
- Export as image by clicking on the icon and “Export Image”
- Export as a PDF by clicking on the same icon and “Export PDF”
- Data Table: