Configure Benchmarks
The Benchmarks editor contains two sections to map different program data to define the benchmark settings.
Metadata mapping
Metadata mapping displays different properties to segment a program. There are two types of metadata:
Vertical metadata
Use Vertical metadata to define the business market the program falls under. Each vertical dynamically displays extra fields to obtain more granular details. Verticals include:
| Vertical | Fields |
|---|---|
| Auto | Automotive type Transaction type |
| B2B | B2B size |
| Employee | Survey Type |
| Energy & Utilities |
- |
| Financial services | Product Type Fintech Regional vs Global |
| Gaming | - |
| Healthcare | Type |
| Hospitality/Travel/Leisure | Hotel STR Chain Scale Luxury flag Sub Vertical |
| Insurance | Product line |
| Other | - |
| Public sector | Account type |
| Restaurants | - |
| Retail | Luxury flag |
| Telco/Communications | - |
Program metadata
Use Program metadata to set specific properties from the program, such as:
- Alert auto-close
- Yes if Alerts for the program are closed automatically; otherwise, select No.
- Interaction channel
- Channel the survey taker used to provide the feedback. Channels include Call center, Cross-channel, Digital, In-person (in-store customer service, bank teller, telco service call).
- Auto-completion
- Select Yes if the survey from the program is set to be automatically completed. Contact your Medallia expert to auto-complete surveys from your program.
- Survey method
- Way in which the survey taker completed the survey. Methods include Digital feedless (link on digital property), Email, IVR (automated phone survey), In-person (in-store customer service, bank teller, telco service call), Other feedless (stationary tablet, receipt code, etc.), Phone (agent calling customer), and SMS/Conversations.
- Survey type
- Kind of survey based on the feedback source. Options include B2B, B2C, and Employee.
- Transaction type
- Kind of transaction the survey measures. Options include Transactional, which are surveys designed to measure something about a specific interaction with a respondent, or Relationship, which are surveys that attempt to measure the overall health of your relationship with your respondents.
- Country or Region
- Either the country o region the program is applied to. Click either:
-
Select a Country to choose a country from the list.
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Select a Region to choose a country from the list.
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Select a Country field and
Add to choose a Program field that stores a country, or click Copy from... to select a program with at least a Country field to copy country values from. Click Edit mapping to match the program country field value to the values stored in the Country Program fields.
-
Select a region field and
Add to choose a Program field that stores a region, or click Copy from... to select a program with at least a Region field to copy region values from. Click Edit mapping to match the program region field value to the values stored in the Region Program fields.
-
Metrics mapping
Metrics mapping maps each of the three key metrics used in your program — Likelihood to recommend, Satisfaction score, and Customer effort score — to a standardized 0-10 scale.
Click Add and either:
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Select a field... — Chooses an existing Program field that stores the corresponding value for each metric. Note that the field should be a numeric scale Choice set (generally used in a Rating scale element).
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Copy from... — Selects a program with the same metric mapping configuration to copy values from. If the field scale in the selected program does not match the scale of the Benchmark field, click Edit to arrange the mismatch.
Click Save to keep the configuration.
Transformation
If a field scale does not match the standardized 0-10 scale, such as in the case where the selected Program field uses a 1-5 rating scale instead of the 0-10 accepted by the Benchmark field, click Transform to arrange the mismatch. In this example, the 1-5 Likelihood to recommend scale matches the 0-10 scale :
| Likelihood to recommend (1-5 scale) | Likelihood to recommend (Benchmark field) |
|---|---|
| 1 | 2 |
| 2 | 4 |
| 3 | 6 |
| 4 | 8 |
| 5 | 10 |
After fixing the mismatch, click Edit to modify the transformation.
Activate and deactivate benchmarks
After all the Benchmark settings are valid and completed, click Activate to send program data regularly and automatically to the Benchmarks' database at scheduled collection interval. Note that the status changes to Data sharing on.
Click Deactivate to stop program data sharing, effective in the next automated collection of benchmark data (either on a quarterly and annual basis). The status changes to Data sharing off.
You may also activate and deactivate benchmark data sharing from the Details pane menu on the Benchmarks screen.
Publish changes
After activating data sharing, Publishing changes allows for safely making changes or editing without deactivating the data sharing and impacting its current live settings.
After saving your changes, click Publish changes to apply those changes. To revert the changes to the latest published version, click the dropdown to Discard all changes.
