Whether you are trying to identify if you are surveying enough customers, receiving qualitative, actionable feedback, or seeing if your second reminders help boost your Response Rate, your CustomerGauge system offers all the metrics needed to stay on top of your feedback quality!
1) Standard Reporting Metrics:
- Delivered
- Non Response
- Contact Response
- Primary Response
- Reminder Delivered
- Reminder Response
- Clicked
- Opened
- Account Response Rate
2) Expanded Reporting Metrics:
Unique Respondents:
| Unique Accounts | Total number of unique accounts that received a survey invite. Ideal to understand if you have adequate coverage for all your accounts for that date range. |
| Unique Contacts | Total number of unique contacts that received a survey invite. Ideal to understand if you have adequate coverage for all your contacts for that date range. |
| Unique Respondents | Total number of responses that were received from unique contacts. |
Depending on how often you survey your Contacts and Accounts, these "Unique" metrics may be more insightful on broader date ranges such as annual metrics. Take the below example of a standard Relationship survey implementation (1 survey per Contact each quarter, no other touchpoints). In this approach, the "Unique" vs. "Total" numbers for Contacts and Respondents is going to look identical to "Delivered" and "Responses" (the Quarterly view, on the left side of the image)
However, for this same implementation, the right side of the image which is showing annual numbers now gives a lot of insight into the breakdown of how many of those "Delivered" were to unique Contacts and how many of those "Responses" were from "Unique Respondents". By comparing the total number of Unique Contacts with the total number of Unique Respondents, you can also see how many surveyed Contacts never responded to any survey within the given timeframe.
Response Information:
| Response Rate (Record Based) | Percentage of Responses as a standalone metric allowing users to plot graphs and charts based on this metric. Previously it was shown as part of Response Numbers. |
| Comments | Number of responses that were completed with a comment. |
| Comments Rate | Percentage of responses that were completed with a comment. |
These new metrics are made available to the following reporting widgets. Users are able to add them directly to the existing widgets on their Reports and Dashboards.
Responses Trend
Responses Combo
Responses Stacked Column
Responses Table
Responses Map
3) Driver & Response Quality Reporting:
| Responses with Drivers | Number of responses that were completed with a Driver. |
| Driver Rate | Percentage of responses that were completed with at least one Driver selected. |
| Response Quality Index | Percentage of responses with a Comment or Driver selected. Ideal understand the Quality of feedback being received. |
| First Reminder Delivered | Number of first reminders delivered. |
| First Reminder Response | Number of responses. |
| Second Reminder Delivered | Number of second reminders delivered |
| Second Reminder Response | Number of second reminder responses. |
These new metrics are made available to the following reporting widgets. Users are able to add them directly to the existing widgets on their Reports and Dashboards.
Responses Trend
Responses Combo
Responses Stacked Column
Responses Table
Responses Map