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Summary
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Requirements
- Survey feature active and implemented to collect data;
- Have access to the Reports > CSAT Details;
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How to Get There
- Click on Reports in the left vertical menu
- Click on CSAT Details:
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Filters
The filters are used to funnel the information. In this report, you have the following options to filter:
- Timeframe;
- Boards
- Locations;
- Teams
- Employees;
- Customers
- Survey Types;
- Survey Status;
- Ratings;
- Feedback;
Select them in accordance with your desired results:
On the right, you also have the following options to filter:
1 - Unit: Whether the report's result will be based on number (#) or percentage (%);
2 - Inactive employees: If ON, the report will present the results including the inactive employees;
3 - Zeroed result: Regarding the zeroed results, there are the following options to filter: All results, Hide zeroed results, and Only zeroed results;
After the selection, click on the "Apply filters" button to update the search:
Note:
In this report, the timeframe is based on Survey Date, and not Ticket Date.
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CSAT Detail Groups
The Customer Satisfaction (CSAT) detail report is used to help measure customer satisfaction by:
Your company (group: none) - This group will give you a snapshot of how the company is doing over a specific period of time. It will also show client feedback details sorted by date in descending order:
Locations, internal teams & employees
Using one of these views can help you see the performance by location and/or team. It will also give you the ability to compare team production and performance.
The below screenshot shows a high-level teams view which shows team Customer Experience Score (CXS), CSAT%, and the Number (#) of surveys received:
Note:
The CXS acronym stands for Customer Experience and its formula is:
CXS = {#positivesurveys x 10} + {#neutralsurveys x 0} + {#negativesurveys x -10}
Managers can use this information to celebrate wins, identify A players as well as areas of opportunity by using the feature to drill down to employee and then to individual surveys.
Customer
This view can be easily used to see CSAT% and engagement by clients:
This is a great report not only to understand the satisfaction by client using the CSAT%, but also to understand engagement levels by using the Customer Experience Score or the # of surveys submitted.
Note:
Our clients have said that low survey engagement is a leading indicator of a client's willingness to leave based on price.
You can also drill down in the customer view to the individual surveys, making it easy to analyze client satisfaction details by customer.
Tags
Tags are a great way to easily collect actionable data. In Crewhu you are able to customize tags that you can add to your survey, use internally by your client feedback team, or both. Grouping the report by Employee by Tag or Customer by Tag, the surveys will be grouped by their respective tags.
In the below example, although this company has a high CSAT, you can see that the "Response Time" tag received fewer clicks than "Helpfulness", "Resolution Time" & "Knowledge" tags. This information identifies "Response Time" as the best opportunity for improvement. A quarterly goal can be set around activities to be more responsive to client tickets.
You can drill down in this view to the individual survey as with the other reports.
Note:
Totals may display a different value accordingly with the group by option. Example:
- If you have 1 survey from Company A, assigned to 2 of your employees, and you group the report by Customer (or not grouped at all), 1 result will be displayed (1 line, 1 survey).
- If you filter the report by Employee, 2 results will be displayed, being 1 line for each employee regarding the same survey (2 lines, 1 survey). In this case, the total will be 2.
The same behaviour applies when the report is grouped by Tags.
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Save Filter / Schedule
By default, this report is generated with the timeframe set to "Rolling 30 days" and grouped by Employees. To customize the default view accordingly to your needs, after applying the selected filters, click the "Save Filter/Schedule" button at the right corner of the screen:
Crewhu's reports give you also the possibility to schedule reports, so you and your employees can receive them by email in a preset timeframe. In order to do it, click on the Save Filter / Schedule button.
On the page that pops us, you'll have the following options:
1 - Visibility*: Select shared to have the option to add one or more recipients to receive the report by email;
2 - Description*: A brief description of the report so you can remember the difference between a filter and another;
3 - Show details?: Flag this option in order to receive details, such as the filters used, in the report;
4 - Schedule an Email?: Flag this option to have the possibility to receive it by email and to display the options below;
5 - Send to: Select the employee(s) who will receive this report on the day set below;
6 - How often?*: Choose whether this report will be sent weekly or monthly;
7 - Weekday / Day of month: If your previous choice was weekly, in this field you will select the day of the week. But if your previous choice was monthly, in this field you will select the day of the month;
After that, click on the Save & Filter button.
Note:
Besides mailing your employees, you can schedule the CSAT Details report to be sent automatically by email to your client. Refer to this article to know more about it > Customer Filters - Send Scheduled Reports by Email to your Clients
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