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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 segment is doing against other segments

Why you need this report: See how a particular questionnaire wave or benchmark category and benchmark value compare to other waves or categories, respectively, in terms of attribute scores.

  • This report provides a point of reference by setting a benchmark category and a specific benchmark value, which are set by the user through Report Settings
  • Example: Benchmark By Industry and set the Benchmark Value to Accounting to see how all other industries compare to Accounting, in terms of attribute scores
  • Set a minimum score standard to understand what percentage of responses meet the specified range (of scores for a variety of attributes)

Getting the most out of the report:

The Benchmark report allows you to see how a particular benchmark category, using a benchmark value, compares to other categories (industry, region, tier, questionnaire wave, etc.) in terms of attribute scores resulting from questionnaire responses.

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

Chart: Benchmark Summary

    1. X-axis (horizontal) =
      • Blue bars = All other benchmark categories
      • Black line = Primary benchmark value chosen for comparison
    2. Y-axis (vertical) = % of Benchmark variables/Primary benchmark value (used for comparison)
      • Shows percentage of responses 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
    • A low score for a particular attribute (measurable questionnaire attribute), while most other questionnaire attributes score high:
      1. The CSM/Account Managers 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 Teams are 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, Benchmark By, Benchmark Value
    1. Performance Range – you can set a minimum standard via a score scale ranging from 0-10 (default range is 7-10)
    2. Benchmark By – a variety of categories, such as Account Manager, Industry, Region, etc.
    3. Benchmark Value – set a benchmark or standard, ex: Benchmark By Industry, Benchmark Value  Healthcare
  2. Account Filters: by Account, Industry, Frontline Owner, Front Line Owner Email, Front Line Team Owner, Tier, Invoice, Region, Channel Partner, Account Manager
    1. Example: When setting Report Settings to Benchmark By Industry, Benchmark Value  Healthcare, it may be useful to filter for specific industries to compare against Healthcare (the Benchmark Value)
  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: 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 Benchmark value), All other benchmark categories score % (aggregate for comparison set of benchmark categories)
    • By default the report is sorted by Question name
    • Click on the column names to sort results by highest/lowest Score %, Benchmark value %, 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 Responses first, and then N, 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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