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Relationship Ladder 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

Understand which accounts and contacts want more from the relationship

Why you need this report: Gauge the number and percentage of contacts seeking a relationship “upgrade” by overall relationship sentiment.

  • Review the percentage of respondents who are satisfied with the current relationship level with your company
  • Review the percentage of respondents who are seeking a relationship upgrade with your company
  • Each category is broken down by sentiment level
  • Utilize filters to zoom in on specific Waves and segments, such as Tiers

Getting the most out of the report:

The Relationship Ladder report will show the number and percentage of contacts seeking a relationship “upgrade” by overall relationship sentiment.

NOTE: This report only runs if you have the “current / desired” relationship question in your survey.

Bar Chart: Desired Relationship by Sentiment

  • The type of relationship desired and respondent sentiment are mapped on the color-coded bar chart:
  1. Green = Promoter
  2. Yellow = Passive
  3. Red = Detractor
  • Hovering over each bar point will reveal precise figures for the type of desired relationship as broken down by sentiment level
  1. X-axis (horizontal) = Relationship Satisfaction level
    • Shows the percentage of scores that fall within a specified score range for an attribute
    • Two bars classifying satisfaction level:
      1. Keep Relationship As-Is
      2. Seeking Relationship Upgrade
  • Useful Filter examples:
    1. In Settings & Filters Questionnaire Filters  Wave, click on the dropdown menu and filter by specific waves
    2. In Settings & Filters Account Filters Tiers, click on the dropdown menu to narrow in on certain account tiers
  1. Y-axis (vertical) = Percentage of Responses
    • Percentage of responses as categorized by “Keep Relationship As-Is” and “Seeking Relationship Upgrade”
    • This list of attributes is determined and set during implementation
  2. Examples to watch for:

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*
    • 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
  4. 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.

*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. Bar Chart: Desired Relationship by Sentiment
  2. Data Table: Questionnaire, Wave, Account, Contact (respondent), Email, Role (Decision Makers, Influencers, Day to Day, Other), Sentiment (Promoter, Passive, Promoter), Current (client views your company as a: Strategic partner, Solutions provider, Product vendor), Desired (ex: client may prefer a more involved relationship, Solutions provider  Strategic partner)
    • Click on the column names to sort results by Sentiment, Role, 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 Sentiment, and then Role, second, by clicking each column name in the order desired
    • Each email address in the Email column has a “mailto” link that enables you to easily send an email to the contact

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:

  • Desired Relationship by Sentiment bar 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

Clicking on an email address within the Email column of the Data Table will automatically open up a new mail message window in your system’s default desktop email client (this can be Outlook, Mail, etc.).

Gmail and Google Chrome Users

Those who use web-based Gmail have the ability to enable settings within Chrome that allow the mailto links to automatically open a new mail message tab within the browser:

  1. If you have not already done so, navigate to Settings > Advanced > Privacy and Security > Content Settings > Handlers and enable “Allow site to become default handlers for protocols (recommended).”
  2. Open up Gmail in a browser tab.
  3. Open your javascript console (cmd-opt-j on Mac, ctrl-shift-j on Windows), copy and paste the following and press Enter:
  4. You may see an error in the Console where you added the code above, but navigate back to the Gmail tab and accept the confirmation from the browser.
  5. There is a way to check whether “mailto” was set to Gmail:
    1. Click on an email address from the Email column of the Data Table and it should lead you to Gmail in a new browser tab.
    2. Click here to test whether the “mailto” link directed you to a new Gmail tab.
  6. To remove this newly created setting you can always do so by copying and pasting chrome://settings/handlers into a new tab > click on the 3 dots to the right of > Remove, or by navigating to Settings > Advanced > Privacy and Security > Content Settings > Handlers > click on the 3 dots to the right of > Remove.

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