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Summary Results Instructions

Table of Contents

Getting the most out of the report
Examples to watch for
Run report and filter settings
Save report settings
Erase filter set
Download report

See how scores from waves have changed over time

Why you need this report: See how scores are trending across campaign waves. Waves are time periods used for sending, managing, and analyzing feedback and assessing change in customer perception over time (similar to a marketing campaign).

  • View change in sentiment (via NPS) over time aggregated by campaign wave
  • Identify how contacts are trending across waves: 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 Summary Results provides a higher level view of the aggregate change in sentiment of contacts who were invited to participate across campaign waves. See the percentage breakdown of contacts classified as Non-Responders, Detractors, Passive, and Promoters. The report includes the Overall Score Trend chart:

  1. X-axis (horizontal) = Questionnaire Waves (default setting)
  • Waves on the horizontal axis are shown in chronological order
  • In Settings & Filters  Group By and Second Group By, click on the dropdown menu to choose a variety of attributes by which to group sentiment (instead of or in addition to Questionnaire Waves*)
    • The x-axis will display the level of segmentation, with Second Group By allowing you to drill down even further
  1. Y-axis (vertical) = Percentage of Contacts [by Sentiment]
  • Shows breakdown for percentage breakdown of Promoters, Passive, and Detractors for each campaign wave
  • Hover over each line to see exact percentage of contacts for each sentiment level (sentiment determined by NPS)
  • Green = Promoters
  • Yellow = Passive
  • Red = Detractors
  • Gray = Completely silent contacts (no responses)
    • (giant red flag as none of the contacts provided feedback to improve their own experience or share satisfaction)
  1. 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  Report Settings, click on the dropdown menu for Group By and select Industry. This can help answer questions such as:
    • Are certain industries displaying higher response rates and levels of sentiment than others across waves?
  • In Settings & Filters Contact Filters, click on the dropdown menu for Roles and filter by Decision Makers, Influencers, Day to Day (and Other). This can help answer questions such as:
    • Are Decision Makers improving while End Users are declining, in terms of sentiment across waves?
  • In Settings & Filters Account Filters, click on the dropdown menu for Tier to narrow in on certain account tiers. This can help answer questions such as:
    • Are Strategic Accounts scores declining while Small Business Accounts scores improving?
  • In Settings & Filters Questionnaire Filters, click on the dropdown menu for Waves and filter by specific questionnaire
  • Examples to watch for:
    • Generally, you hope to see the green line representing Promoters trending upward over time. If the data shows an upward trend for the red lines representing Detractors, it is time to understand why through further analysis and engagement.
    • Red flag; Gray line representing Non-Responders trending upward. 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:

  1. Report Settings: Group By, Second Group By
    1. Group By – variety of attributes, such as Account Manager, Industry, Region, etc.
    2. Second Group By – variety of attributes for a more detailed segmentation
  2. Account Filters: by Accounts, Primary Product, Tier, Region, Sales Rep, Account Manager
  3. Contact Filters: by Contacts, Roles
  4. Questionnaire Filters: by Questionnaire, Wave OR Start/End Dates*
    1. You may select a start wave without an end wave if that is the only wave for which you want to report
    2. Selecting a wave in the “Start wave” filter will show all data in that wave
    3. Selecting a value in the “End Wave” filter will show all results for the entered range of start wave and end wave
  5. 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:

  1. Overall Score Trends chart
  2. Data Table: Wave, Account Invites, Accounts Responding, Account Response Rate, Contacts Invited, Responses, Promoter, Passive, Detractor, No Response, NPS, Contact Response Rate
  • By default the report is sorted chronologically by wave
  • Click on the column names to sort results by Account Response Rate, Detractor, NPS, 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 Score Trends chart:
  1. Export as image by clicking on the icon and “Export Image”
  2. Export as a PDF by clicking on the same icon and “Export PDF”
  • Data Table:
  1. Export as Excel file by clicking on the Export To Excel icon on the gray banner

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