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Account Manager Performance 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

Analyze the activity and engagement of your Account Managers in the customer feedback program

Why you need this report: See how the frontline account owners are engaged with the customer feedback program.

  • Identify level of engagement through number of invites and response rates (both on an account and contact level)
  • View the aggregate NPS across accounts for each Account Manager
  • Utilize filters to zoom in on specific account Tiers to identify activity level and results relating to different account types

Getting the most out of the report:

The Account Manager Performance report shows the activity levels of frontline account owners and overall results based on sent invitations, response rates, and whether minimum coverage guidelines were met to ensure reliability of the data.

  1. Useful Filter examples:
    • 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:
      1. Are the number of invites and response rates on behalf of those contacts who are making financial decisions enough to deliver actionable insights?
    • 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:
      1. Are Strategic Accounts more thoroughly represented than accounts in other tiers?
      2. Which Account Managers are doing the best job recruiting the right contacts?

  1. Examples to watch for:

To run this report:

1. Select your Settings & Filters*, including:

  1. Account Filters: by Accounts, Primary Product, Tier, Region, Sales Rep, Account Manager
  2. Contact Filters: by Contacts, Roles
  3. 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
  4. 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.

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. Data Table: Account Manager, Coverage Ranking (in relation to colleagues), Contact Response Ranking, Account Invites, Account Responses, Contact Invites, Contact Responses, NPS (aggregate across owned accounts), % Accounts Meeting Coverage Guidelines (met minimum invite requirement), Accounts Meeting Response Guidelines, Account Response Rate %, and Contact Response Rate %.
    • By default the report is sorted alphabetically by Account Name
    • Click on the column names to sort results by highest/lowest Response Rates, 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:

  • Data Table: Export as Excel file by clicking on the Export To Excel icon on the gray banner

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