Table of Contents
A snapshot of your current relationship strength for each account
Why you need this report: Understand which accounts – and the people within them – are engaged with your company and/or trending in the right direction.
Getting the most out of the report:
You will likely want to sort the columns on the report so you can see which accounts have the strongest relationships – as measured by both NPS and Response Rates – and which are weakest (e.g. which accounts are completely silent).
- Go deeper than the score itself – see how many people make up each sentiment group as well as how many 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.
- Are you seeing a low number of invitations or responses for “strategic” (high value or high potential) accounts? Engage the account teams to be able to identify and recruit the right contacts.
- Sort the # of Promoters column in descending order: Are you seeing a high # of Promoters for some accounts? This probably indicates a strong relationship with that account. Review the results and engage the account to find out more about what’s going on so you can repeat that success elsewhere!
What this report provides:
- Chart: Overall Net Promoter Score (NPS) for all respondents in the applied filters, along with the sentiment of each account comprising the overall scores. NPS is calculated as
(The # of Promoters / # of Responses) –
(# of Detractors / Number of Responses)
- Data Table: The number of Promoters, Detractors, Passives & Silent contacts within each account
- Response rates, NPS, and Trend for each account
To run this report:
1. Select your Settings & Filters on the left. These are configured for your account, but options include:
- Account Name
- Account Tier (e.g., Strategic Accounts, Freemium, etc)
- Account Manager
- Sales Rep
- Account Manager
- Product Usage
- Questionnaires (Select Either/Or)
- Campaigns (*suggested)
- Filter by individual questions asked in the survey
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:
- A pie chart showing the % of Promoters, Detractors, Passives & Silent Contacts
- A table with each Account Name and its respective number of Invites, Responses, Promoters, Passives, Detractors, and Non-responders
- Other Tips:
- By default the report is sorted alphabetically by Account Name.
- Click on the column names to sort results by highest/lowest Response Rate, 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, for example, by Tiers first, and then Response Rate, second, by clicking each column name in the order desired
- Click on the Account Name to see the customer’s Account X-Ray report in a new tab.
*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).
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:
- NPS pie 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:
- Export as Excel file by clicking on the icon on the gray banner