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Alert Follow-up Oversight 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

View the status of survey alert follow-up activity and progress

Why you need this report: This report summarizes the progress of employee follow-up on alerts, organized by the set of employees assigned to follow-up on the alerts.

  • Track new on schedule, past due, in progress, and closed alert follow-up activity and status
  • Close the loop with Detractors and Passive contacts and those requesting to be contacted
  • Gain a better understanding behind contacts’ sentiment and concerns through further interaction with specific clients
  • Utilize filters to zoom in on specific contact Roles, account Tiers, sentiment levels, and more

Getting the most out of the report:

The Alert Follow-up Oversight report shows the activity levels of employees who were assigned to follow up on alerts. Essentially the report is a dashboard to make sure that outreach efforts take place on time.

    • Use the On Schedule and In Progress columns to view most current alerts to act on
    • Closed columns can be used to assess how punctual previous follow-up efforts were and which follow-up owners can improve
    • 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:
        • Are alert owners reaching out to the right contacts quickly enough?
      • 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:
        • How are alert owners managing alerts for contacts who are part of Strategic Accounts?
    • Examples to watch for:
      • Pay extra attention to outstanding follow-up still needed for respondents who requested to be contacted, especially Detractors and Passive
        • This is a chance to reach out to unhappy or neutral contacts and understand how to improve the relationship
    • Don’t forget to follow up with Promoter & Contact Me and Promoter & Reference contacts
      • This is a chance to make sure that your Promoters stay “happy” and 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:

  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*
    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
  4. Question Filters: by scores (0-10) relating to specific question types and attributes

*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: Assigned To, New On Schedule and %, New Past Due and %, In Progress Past Due and %, Closed On Schedule and %, Closed Past Due and %, Detractor, Passive, Promoter, Contact Me, Promoter and Reference fields
    • By default, the report is sorted alphabetically by Assigned To
    • Click on the column names to sort results by highest/lowest New On Schedule, Contact Me, 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 report:

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

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