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Account Benchmark 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 a particular account is doing against similar accounts

Why you need this report: See how a particular account compares to similar accounts in terms of attribute scores.

  • This report provides a point of reference by grouping similar accounts, which are defined by the user through Account Filters
  • Manually select a specific account to compare to another set of accounts
  • Set a minimum score standard to understand what percentage of responses within the accounts meet the specified range (of scores for a variety of attributes)

Getting the most out of the report:

The Account Benchmark report allows you to see how a particular account compares with a set of similar accounts, in terms of attribute scores resulting from questionnaire responses.

  • View what percentage of scores fall within a customized range between 0-10 (set to 7-10 by default within Report Settings)
  • Understand where the main points of differentiation lie for scores between similar accounts and devise a strategy to dig further and address the potential issues or concerns

Chart: Benchmark Summary

    1. X-axis (horizontal) =
      • Blue bars = Similar Accounts
      • Black line = Primary account chosen for comparison
    2. Y-axis (vertical) = % of Like Accounts/Primary Account (used for comparison)
      • Shows percentage of responses within like accounts that met the minimum standard/score set in Report Settings, as described below
  • Examples to watch for:
    • Just because something scores low doesn’t mean it’s the most appropriate area of focus
    • So it’s important to look at the size of the *gaps* between the dot and the bar
    • An account might score low in a particular area, while most other accounts score high:
      1. This is a gap that the Account Team should be able to address “locally” rather than requiring other resources from the company to drive improvement
      2. The CSM/Account Manager would want to find out what the Account Teams are doing that resulted in a high score
    • If all accounts are scoring low in a particular area:
      1. Then the Account Team is unlikely to be able to do much about it and other resources from the company may be required to drive improvement

To run this report:

1. Select your Settings & Filters*, including:

  1. Report Settings: Performance Range, Account
    1. Performance Range – you can set a minimum standard via a score scale ranging from 0-10 (default range is 7-10)
    2. Account – set an account as a benchmark for comparison with other accounts
  2. Account Filters: by Account, Primary Product, Tier, Region, Sales Rep, and Account Manager
  3. Contact Filters: by a variety attributes relating to Contacts’ information, title, language and more.
  4. Questionnaire Filters: by Questionnaire, Wave OR Start/End Dates*
    • You may select a start wave without an end wave if that’s 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.
  5. Question Filters: by scores (0-10) relating to specific question types, as well as Tags

NOTE: For this report to run you must select a benchmark by attribute to benchmark against others. Expand the Report Settings from the filter panel, then select a Benchmark By and a Benchmark By Value. We also suggest you filter your results, which will narrow the list of attributes in the Report Settings list while also providing a more accurate benchmark based on similar 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. Chart: Benchmark Summary
  2. Data Table: Question [Name], Responses, Low, Medium, High, N (number of accounts for comparison), Score % (for primary account), Benchmark Score % (aggregate for comparison set of accounts)
    • By default, the report is sorted by Question name
    • Click on the column names to sort results by highest/lowest Score %, Benchmark Score %, 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, for example, by Approximate Trend first, and then Value, second, 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:

  • Benchmark Summary 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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