Units and unit groups

Units are the part of a company that customers interact with, such as front-line representatives, call center agents, employees, physical locations like stores or hotels, and web sites. They are the lowest common node in the organization as it relates to surveys and reporting because every interaction is between a customer and a Unit.

Companies can have different types of units, such as agents, buildings, and web pages

Unit Groups classify a Unit’s place in the company, such as sales district or territory, a line of business, geographical region, time zone, or managerial level. Users can filter and analyze survey data along these organizational lines, for example to find the month-over-month average scores for stores of a particular region. For more information, see Unit groups and hierarchies.

Important: Adding and updating Units and Groups should be done through an Importer, but may be done with the Units or Unit Groups editors when creating a new company configuration.

For more information, see

Fields and groups

Units have required default and optional advanced properties, and they also have custom properties specific to the company. The custom properties defined by Unit data fields and by Unit groups.

Units have default properties, unit fields (custom), and unit groups (custom)

Unit Fields are attributes unique to the Unit, such as the Unit’s name or email address. They can also be information shared with other Units and used to analyze survey data in relation to the organizational hierarchy, such as department name or tenure period. Unit fields are often used in Surveys to ask questions about an element of the Unit.

Unit Groups are the business segments of the company’s organization, and each is essentially a collection of Units. Units in turn can belong to one or more groups. For example, in a call center, an agent (Unit) belongs to a team supervisor group, which belongs to a team manager group. Users can filter and analyze survey data along these organizational lines, for example to find the month-over-month average scores for stores of a particular region.

Here is an example of Units that are locations:

And here is an example of Units that are people: