Account Summary Trend 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

A snapshot of your current relationship strength for each account

Why you need this report: Understand which accounts – and the number of contacts within them (invited to participate) – 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, Response Rates, and Trend (sentiment as measured over time) – and which are weakest (e.g. which accounts are completely silent).

Go deeper than the score itself – see how many invited contacts 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.
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)
- 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
- Useful Filter example:
  - 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?
  - 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!

To run this report:

1. Select your Settings & Filters*, including:

Account Filters: by Accounts, Tier, Region, Sales Rep, Account Manager, Industry
Contact Filters: by Contacts, 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.Waves are time periods used for sending, managing, and analyzing feedback and assessing change in customer perception over time (similar to a marketing campaign)

*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:

Pie Chart: Overall NPS for the Selected Filters – showing the % of Promoters, Detractors, Passive & Non-Responders (silent contacts)
Data Table: Account, Tier(s) Account Manager(s), Trend (sentiment: Declined, Flat, Improved, No Trend), Invites, Invitation Guideline Met? (true/false), Responses, Response Guideline Met?, No Response, Detractor, Passive, Promoter, Unsubscribed, Unsubscribed Rate, Response Rate, NPS
- 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)
- By default the report is sorted alphabetically by Account Name
- Click on the column names to sort results by Trend, Response Rate, 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
- Click on the Account Name to see the X-Ray report (in a new tab) for deeper insights into overall health of the account relationship

3. To clear the filter set, make sure to do so by clicking on the icon under the “Settings & Filters” heading.