Report Builder gives you the flexibility to build reports so you can easily find data relevant to your goal. While logged in to your dashboard, you can access the Report & Analytics page, which outlines each of the report types to ultimately help you choose the report that best suits your needs. For instructions on how to build a report, click here. When choosing a report, consider what specific question you aim to answer with the data from your report.
- How am I performing on Overall Satisfaction?
- How am I performing over time?
- Which key metrics have the biggest opportunity?
- Which channel has the most opportunity?
- How often are customers Experiencing a Problem?
How Scores are Calculated
To see how scores are calculated, please read Different Survey Score Types and How They Are Calculated.
Prerequisite
- You have been granted permission to create reports.
- If you do not have permission to create reports, please reach out to your program administrator or main contact.
Report Types
This section summarizes the 9 nine types of reports that are in the report builder on the reporting website. All reports can be saved as a favorite report or exported to Excel, .csv, or PDF, excluding the Period End report, which is only generated as a PDF.
Report Builder wizard starts with a dropdown to select the report you want to generate, as shown here:
The available report types include:
- Comparison
- Enhanced Trend
- Full Scale
- Crosstab
- Highest/Lowest
- Survey Response
- Program Engagement
- Period-End
- Action
- Comment (legacy report)
- Trend (legacy report)
Not all report types listed above will be found in all reporting dashboards. The available options depend on the user access level.
Comparison Report
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A Comparison Report provides results for the top box scores. Results are represented in % Top Box (%Highly Satisfied/% Highly Likely) or % Yes for Yes/No measures. The Comparison Report Allows for a quick view of your performance over a specific timeframe with easy comparison to other levels within an organization. |
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Enhanced Trend Report
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This report provides a view of performance over time. Trends can be created for one or multiple measures. All current and previous survey periods are prepopulated for easy access. Data can be displayed as:
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Full Scale Report
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This report shows a full distribution of scores across all response options for a question. Data can be displayed as a
To adjust what is shown, click the View dropdown.
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Note
The n-counts across different questions may not always match as some questions may not be mandatory in the survey, so not all survey respondents will have a response for that particular question.
Crosstab Report
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The Crosstab Report allows you to see how responses for one or two measures have an impact on another. For example, how does the Day of the Visit impact Overall Satisfaction scores? |
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| Here is how you read the report: Of customers who visited on Sunday, 57% rated Overall Satisfaction (OSAT) as Highly Satisfied. |
Highest/Lowest Report
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This gives a deeper look into the Highest and Lowest performing units. Reports are generated based on the criteria you select. Choose from Comparison, Full Scale, Enhanced Trend, Survey Response You can choose outliers from the top or bottom 5%, 10%, 15%, or 20% scores or responses. Select the measure you want to see
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Survey Response Report
| This shows the number of attempts and valid survey responses within a certain date range. |
Program Engagement Report
| This shows the number of times the website has been accessed by each user, the date and time of the last log-in, and how users are interacting with the reporting website (desktop or mobile). |
Period-End Reports
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Period-end reports are PDF reports that provide an overview of the experience.
Period End Reports are set up with Charts and Graphs that are customized to the brand. Period End Reports can be downloaded or printed. |
Action
| The action report allows you to review and approve action plans, if applicable, and monitor progress throughout the period. |
Comment Report (Legacy Report)
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This report shows all the comments pulled in from the survey. The majority of users have transitioned to the comment report because of the better functionality.
In the Comment report, you can get a comprehensive look at what customers are saying in the open end and the sentiment behind what they are saying. |
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| The main use case for this report is to find comments with certain words. |
Trend Report (Legacy Report)
This is an older version of the Enhanced Trend Report. Some users will have this version of the report. It functions the same way as Enhanced Trend, but it visually looks different.
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