shopify stats

Individual 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

Compare change in sentiment between the same contacts over time

Why you need this report: See how scores from the SAME CONTACTS have changed over time. The report will determine the most recent wave and the previous wave in which the same contact participated, and show what happened to their overall sentiment over time.

  • View change in sentiment (via NPS) for the same contacts
  • Identify how the same contacts are trending between waves: how many have shifted between Detractors, Passive, and Promoters?
  • Understand the real NPS trends to tell an accurate story and drive the right actions
  • Utilize filters to zoom in on specific Roles and segments, such as Tiers

Getting the most out of the report:

The Individual Trend report shows change in sentiment for the same contacts who were invited to participate over more than one wave, and how sentiment has changed over the time period.

Chart 1: Net Promoter Breakdown for In Common Contacts between Waves

  1. X-axis (horizontal) = 2 vertical bars show breakdown of contact sentiment over time
    • Breakdown between Former Wave and Later Wave
    • Sentiment determined by NPS
    • Green = Promoters
    • Yellow = Passive
    • Red = Detractors
    • Useful Filter examples:
      1. 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 Decision Makers improving while End Users are declining, in terms of sentiment?
      2. 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?
  2. Y-axis (vertical) = Percentage of Contacts Responding in Both Waves
      • Shows breakdown for percentage breakdown of Promoters, Passive, and Detractors over two separate waves
      • Hover over each bar to see exact percentage of contacts for each sentiment level

     

  3. Examples to watch for:
    • Generally, you hope to see the Later Wave bar showing an increase in positive sentiment over the Former Wave
    • If the data shows a decrease in positive sentiment for the same contacts (shift towards Passive and Detractors from Promoters), it is time to understand why through further analysis and engagement
    • If the data shows an increase in positive sentiment for the same contacts, this may be an opportunity to conduct further analysis and engage those contacts in order to better understand what works and how to keep those customers satisfied

Chart 2: Trend of Same Contacts Wave over Wave

  1. X-axis (horizontal) = 3 bars showing sentiment trend for same contacts
    • Later Wave changes from Former Wave
    • Sentiment determined by change in NPS
    • Green = Improved
    • Yellow = Flat (no decline or improvement)
    • Red = Declined
    • Contacts Filter examples:
      1. 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 Decision Makers improving while End Users are declining, in terms of sentiment?
      2. 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 scores declining while Small Business Accounts scores improving?
  2. Y-axis (vertical) = Count of Contacts With Changes In Sentiment
    • Hover over each bar to see exact count and percentage of contacts for each sentiment level
    • Examples to watch for:
      • Generally, you would hope to see more people improving in terms of sentiment (Green bar = improved)
      • A red flag would be to see a decline in sentiment for the same contacts between waves. Even in this case, now you have an understanding of the situation in order to determine the right actions
      • Comparing the scores of the same contacts over time is a more accurate way to determine NPS trend trends than merely looking at the aggregate NPS (the latter of which includes different people)

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.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: Net Promoter Breakdown for In Common Contacts between Waves
  2. Chart: Trend of Same Contacts Wave over Wave
  3. Data Table: Contact [invited to participate], Account (the contacts were/are part of), Previous Wave, [later] Wave, Previous Wave Score, Previous Wave Sentiment, [later] Wave Score, [later] Wave Sentiment, Change [in score between waves], Trend (Declined, Improved, Flat)
  • By default the report is sorted alphabetically by Contact name
  • Click on the column names to sort results by highest/lowest Wave Score, Wave Sentiment, Change [in 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 Value first, and then Response Rate, second, 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.

4. To download your reports:

  • NPS Breakdown and Trend charts:
  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

Back to Table of Contents