Satisfaction reports
Satisfaction reports show customer satisfaction based on survey responses. You can view scores for rating scale questions in various formats, analyze scores by customer segments, and benchmark scores against previous time periods or between different levels in the organization. For detailed configuration information, see Configuring Satisfaction reports in Setup.
You can create the following Satisfaction reports, which display satisfaction data in different formats:
- Satisfaction Table — Tabular format depicting numerical data with lines and columns
- Satisfaction Graph — Line chart graphical representation of question groups
- Satisfaction Distribution— Visual distribution of scores
- Satisfaction Compare — Graphical display of one group against the benchmark
- Satisfaction Snapshot — Horizontal bar chart view of the data
- Satisfaction Benchmarks — Tabular format allows you to create and compare up to 5 segments against a base
Satisfaction Table report
Satisfaction Table reports show rating scale questions in a tabular format, and should be considered the default view for Satisfaction reports. The report aggregates data based on the value you choose in the Calculation dropdown. You can segment data by selecting a value from the Columns dropdown, and benchmark against other segments using the Benchmark dropdown. You can also view the statistical significance of your results. For more information, see Significance testing.
The first row in the table shows the sample size for each column. Rows with low sample sizes are in red, indicating that the results might not be statistically significant. You can configure sample size settings globally on the Company settings screen, and by role on the Sample size screen. For information about optimizing sample size, see Sample size methodology.
Satisfaction Graph report
Satisfaction Graph reports display a line chart for question groups. Use the Question Group dropdown to select the question group to display in the graph. Click a question in the chart legend to hide/show it on the graph.
Satisfaction Distribution report
Satisfaction Distribution reports display the proportion of customers' scores for each question. To the left is a stacked bar chart to visually indicate the distribution. To the right are the actual percentages for each proportion of customer scores. Click a percentage to open those survey responses in a Responses List report.
You can customize the distribution of scores displayed by setting the ScoreDistrString property on the Company settings screen.
Satisfaction Compare report
Satisfaction Compare reports show a visual representation of benchmarking the selected Units against the selection in the Benchmark dropdown. This is the same data displayed in the Total and Benchmark columns in Satisfaction Table reports.
Satisfation Snapshot report
Satisfaction Snapshot reports show a horizontal bar chart view of the same information shown in Satisfaction Table reports.
Satisfaction Benchmarks table
Satisfaction Benchmarks reports include a Main report table, and allows users to create up to 5 additional custom filter Benchmark report tables. All Benchmarks are compared against the Main table. In each Benchmark, the left column shows the filtered value for that table, and the right column shows the difference between the Main table and the Benchmark.
To create a Benchmark report table, click the + icon under the Control Panel, select filters you want to use for this Benchmark, and then click Run.
