Satmetrix NPX Report Site Training Program Manager/Analyst Training Part 2 Enhanced Reporting

Transcription

1 Satmetrix NPX Report Site Training Program Manager/Analyst Training Part 2 Enhanced Reporting

2 Training Part 1 Recap Navigation Analytics Alert Reporting Home Page Pinning & Sharing

3 Training Part 2 Agenda Part 2 Comment Categorization How to tag Reporting Action Driver Charts Scorecards Sharing Data with Reports Creating & Managing Exports PDF reports

4 Log In mlg.satmetrix.com User Name: Password: Welcome1!

5 Program Manager/Analyst Training COMMENT CATEGORIZATION

6 Comment Categorization How to find comments that need to be tagged How to tag comments Commonly used tags How to report on comment tags

7 How to find comments that need to be Open the Analytics menu. Create a new Dashboard Select Text Analytics Chart Filter the chart for Comment Tag Theme > Has No Value tagged

8 Manually Adding Comment Tags Use or create a dashboard with the Text Analytics chart filtered to show you comments with no themes Click on a member s name to open their Full Survey Response. Find the comment. Below it, click on the green tag icon labeled Manage Tags. This will open a panel where you can add tags and assign sentiment to each comment in the response.

9 Manually Adding Comment Tags

10 Manually Adding Comment Tags

11 Manually adding comment tags 1 2

12 Manually Adding Comment Tags

13 Comment Reports Text Analytics Response Details

14 Commonly Used Tags Comment Tags Accuracy Limited_Experience Satisfied ATM Locations Service_Quality Cards Longtime_Member Statements Communication Mobile_Services Survey_General Community Mortgage Video_Tellers Credit_Union_Difference No_Comment_Nothing Wait_Time Denied_Loan Do_Not_Recommend Ease_Of_Use Electronic_Services Eligibility Fees Have_Recommended Hours Nobody_To_Refer Payments_Transfers Policy_Procedure Privacy_Security Process Products_Services Rates Reputation_Love

15 Program Manager/Analyst Training ACTION DRIVER CHARTS

16 Action Driver Charts Helps to answer the question Where should we focus our efforts? How strongly correlated that area is to members recommend score How satisfied members are with your performance in a particular area

17 Action Driver Charts Prioritize Drivers in this quadrant have a strong impact on loyalty but low member satisfaction. To create loyal customers, you ll need to prioritize and focus your efforts on improving satisfaction with drivers in this quadrant. Leverage Drivers in this quadrant have a strong impact on loyalty and high member satisfaction. You can strategically leverage these drivers for better profits. Improve Drivers in this quadrant have a low impact on loyalty and low member satisfaction. You can push these into the Maintain quadrant by improving customer satisfaction. Maintain Drivers in this quadrant have a low impact on loyalty, but since member satisfaction is high for these areas, you should look to maintain your performance in these areas.

18 Action Driver Chart Tips Filter to select one Survey Name/Transaction Type. Try to select a time period so you have at least 250 responses for the majority of the survey attributes (more is ok.) For Transaction Surveys, you may want to change the correlation question to Overall Satisfaction. To do this open the Filters menu & select Display Settings. The bubble nearest the top and furthest on the left would be the area to focus. This is the attribute that is most strongly correlated and has the lowest agreement (satisfaction) rating.

19 SCORECARDS

20 Editing a Scorecard To Enter Full Screen, click the in the bottom right corner of the Scorecard you want to edit. In Full Screen mode, you can: Change the date range Filter to show results for a specific group of responses Change the look of the Scorecard Update the Scorecard to show if you are below, at or above goal by changing its color to red, yellow or green.

21 Setting Thresholds To highlight the Scorecard red, yellow or green based on your organizational goals: 1. In Full Screen mode, open the Filter. 2. Select Display Settings. 3. Check to Show Color Thresholds. 4. Adjust the Color Thresholds to match your goals. 5. Click Apply & Close.

22 Program Manager/Analyst Training SHARING DATA WITH REPORTS

23 Creating Exports Managing Exports Sharing Data with Reports PDF reports

24 Questions?