Driver Value widget allows you to see your Drivers of Satisfaction and Drivers of Improvement with the financial numbers ($) back-to-back. The Drivers of Improvement effectively show you how much money your detractors represent, and will help you prioritise what to improve next. The Drivers of Satisfaction, on the other hand, show you how much money your promoters represent.
Adding the Widget
Add the widget to your report clicking on New Widget and navigating to Widget Type or searching for Widget Name
Widget Specific Settings:
Make a selection of the required setting that best suits your reporting needs.
Date settings:
- Survey Date: it shows the amount of responses and respondents for that date period
- Revenue Date: it shows the period amount ($) for that period
All the above Date Type options come with the date range types of Rolling period, Current period, Previous period and Static date. The Static period here doesn't have the one year limit for Revenue Date.
Filter settings:
- Survey record filters allow you to control which survey records' Drivers should be selected to be displayed
Drivers to display:
You can choose to view the report for
Only Primary Drivers
- Only Secondary Drivers
- Choose a Specific Primary Driver
- Please note: in this visualization only the secondary drivers underneath the chosen primary driver will be displayed.
Order by:
You can choose to order the report by
- Alphanumeric
- Total Revenue
- Positive Revenue
- Negative Revenue
Order direction:
Ascending: High to low (Revenue) and A-Z (Alphanumeric)
Descending: Low to high (Revenue) and Z-A (Alphanumeric)
Limit:
- 1-50: Allows you to control how many drivers you'd like to view (maintaining the order from the settings above). Any drivers that can't be displayed due to Limit will be combined under "Other Drivers".
Calculation:
Accounts Revenue Calculation
We use the following calculation to calculate the revenue of a driver;
Level 1 Drivers
For each driver - we check for accounts with responses that selected this driver. We sum up the result based on the following calculation:
( ( 1 / Level 1 selections of this response ) * (account revenue / number of response from this account) )
Where the average revenue* is calculated by dividing an account's revenue with their number of responses**.
* Revenue is based on the Revenue Date range chosen
** Responses is based on the Survey date range configured, and include responses that haven't selected any drivers.
Level 2 Drivers
For each driver - we check for accounts with responses that selected this driver. We sum up the result based on the following calculation:
( ( 1 / Level 2 selections of this response ) * (account revenue / number of response from this account) )
Where the average revenue* is calculated by dividing an account's revenue with their number of responses**.
* Revenue is based on the Revenue Date range chosen
** Responses is based on the Survey date range configured, and include responses that haven't selected any drivers.
NPS Contribution
We use the following calculation to calculate the NPS Contribution of a driver;
Level 1 Drivers
We first calculate the weight for each response, and each driver selected by it;
(x * # of Level 2 drivers marked for that Level 1 driver) / Total # of Level 2 drivers selected for this response
Where "x" is -1 for Detractors, 1 for Promoters, and 0 for Passives.
(If a customer has not ticked any Level 2 drivers, a weight of 0 is attributed to the Level 1 driver)
Note: For a Level 1 Driver-only set up, each selected Level 1 Driver is assumed to have a single Level 2 driver under it.
We then calculate the NPS Contribution:
NPS Contribution = ( Sum of above weights / number of responses ) * 100
Level 2 Drivers
We first calculate the weight for each response, and each driver selected by it;
x / Total # of Level 2 drivers selected for this response
Where "x" is -1 for Detractors, 1 for Promoters, and 0 for Passives.
We then calculate the NPS Contribution:
NPS Contribution = ( Sum of above weights / number of responses ) * 100