Understanding the Survey Recap Report

The survey recap report is a powerful tool which provides metrics pertaining to your surveys sent and received. With this report you're also able to follow trends that occur with responses to your open and closed ended questions at a glance. 


Survey Recap Dashboard Tab

The Dashboard tab allows you to see many different, high-level metrics on one screen. Modules such as KPIs, overall product satisfaction, rolling 12 month survey response trends, returned survey sources, NPS trends and an owners by location map allow you to understand how your customers feel about your product and from where and how they are providing you this data. 


Watch the Survey Recap Dashboard Training Video



To begin using the report, first ensure that your date filters are set for the time frame for which you'd like to analyze the data. To the right of the date filter are a series of other filters available for the report. However you configure these drop downs will determine the data set you see throughout each tab of the report. 


KPIs

The KPI section gives you the ability to see key metrics at a glance. The first metric in the KPI section is reflective of total surveys sent within the current time frame (with the time frame being which ever dates you entered into the filter). 

The second metric indicates the total number of surveys received (surveys submitted by your customers) for the same date range.

The first percentage that's visible within the KPIs reflects the response rate based on the first two metrics. Because there were more surveys received than were sent the percentage is over 100. This occurs because the survey received metric counts all surveys received within the time frame regardless of when they were originally sent to the customer.  

The fourth metric allows you to see if that response rate has increased or decreased from the prior time frame. In this case, our response rate of 106.2% is 11% higher than what it was from 4/13/2019 to 4/12/2019.


Overall Satisfaction

This graph provides metrics relating to how customers answered any OSat, or overall satisfaction, questions on your survey. Each line on the graph is representative of a specific OSat question. For example, the question relating to the Bike Durability line on the graph below likely asked the customer to "Rate [his/her] overall satisfaction with the durability of the bike that was purchased."


To see more detail about each data point, hover over a dot on the graph. Within the box you'll see specific data points relating to each line for the month you hovered over.


To interact more with this graph, utilize drill mode, focus mode and other tools at the top-right of the graph. For more information about how these functions work, reference the Introduction to Power BI article here.


Survey Activity

The Survey Activity graph makes it possible to see, month-by-month the number of surveys sent versus the number that were received, along with a trend line to help you understand if your response rate is increasing or decreasing over time. 

When the graph initially loads, the bars on each month represent only data collected within that month as noted by the box that says Monthly highlighted in orange. If you select the R12 box beside it instead, the bars will represent a rolling 12-month period for each month. For example, instead of March displaying 1 survey sent and 7 received you'll see that it reports on 253 surveys sent and 243 surveys received. These new numbers represent the rolling 12 period of April 2019 to March 2020.


Responses by Source

The Responses by Source graph allows you to see how your customers are submitting their surveys. A typical survey invite cycle includes one or two attempts at inviting the customer to take the survey online. If no response is received, then a paper survey is mailed to the customer to fill out and return. Here, you're able to determine which method of survey entry is gaining you the most responses.


Net Promoter Score

This graph displays data pertinent to your NPS (net promoter score) questions. These questions typically ask the customer how likely he/she is to recommend the brand or selling dealer. If you do not ask these questions on your survey, this graph will not appear on your Survey Recap Report.

In the graph below, you'll notice that each line represents an individual NPS question.


Owners by Location

The last element on the Survey Recap Dashboard tab is a heat map showing where your owners are from. The darker the color, the higher the owner density for that country or state/province within the country. If you have a lot of owners globally, it might be helpful to use this element in focus mode. 


Satisfaction Indicators Tab

Within the Satisfaction Indicators tab you're able to see more detail about the averages for the OSat questions. In this tab the metrics are displayed to show you total number of responses, satisfaction score for the report period and the prior period, and the manufacturer's score for the report period.


Watch the Satisfaction Indicators Training Video


Each bolded title on the list represents an overall satisfaction question on the survey. When the row for the question is collapsed (as is for Gear Adjustments below) you're able to see the average metrics for chosen time period of the report. When the row is expanded (as is for Bike Durability), you see the same metrics reported month-by-month rather than the entire report period.

Note in the image below the values in the Satisfaction Score column and the Manufacturer column are the same. In this example, this is due to the fact that the report has not been filtered to only display data for a certain dealer. If you were to filter down to a single dealer on the report, the scores in the first three columns would reflect the dealer's scores. The scores in the Manufacturer column would still reflect the manufacturer scores. This allows you to see how a single dealer is performing relative to your company as a whole.


Survey Results Tab

Within the Survey Results tab you're able to see metrics related to the other non-OSat and non-NPS questions on the survey that have multiple choice options. In this tab the metrics are displayed to show you total number of responses, the percentage of respondents that answered a question along with the same percentage for the prior time period, and the manufacturer's response rate.


Watch the Survey Results Training Video


When the row for the question is collapsed (as is for Gender) you're able to see the average metrics for that question. When the row is expanded (as is for Age), you see the same metrics but they are reported based upon the available multiple-choice answers for that question. If you ever see less than 100% listed for a question when it is collapsed, that indicates that not all survey submissions included a response to that particular question.

As is the same in the prior tab, if you were to filter down to a single dealer on the report, the values in the total Responses, response % and prior % columns would reflect that dealer's scores. The scores in the Manufacturer column would still reflect those of the manufacturer. This allows you to see how a single dealer is performing relative to your company as a whole.


NPS - Net Promoter Score

The NPS tab of the report displays data and metrics related specifically to the NPS questions on a survey. These questions typically ask customers if they would recommend the brand to a family member or friend and would they recommend the selling dealer to a family member or friend. If NPS questions are not present on your survey, then this data won't be available.


Watch the NPS Training Video


Net Promoters

Below the filters, in the first module of the tab, you'll see the questions on your survey for which data is reported within the tab. The default setting is for the boxes to be unchecked. This indicates that the data being displayed represents an average of both questions. To see data specific to one question or the other, check the box next to the question for which you'd like to see the data.


NPS by Period

In the NPS by Period module you're able to see the NPS scores reported monthly. In the first column you'll see the number of responses received. In the subsequent columns you'll see the average NPS scores for the month, and then the same month for the prior period.


NPS Donut Graph

In this module, you're able to see a variety of information. First, in the colored circles you'll find the total numbers for each type of response. To the right, within the gray bars, you'll find data indicating what percentage of responses each represents. Finally, the circular donut gives you the visual representation of those percentages along with the overall average NPS score in the middle.


Response Types by Period

The last module on the tab displays more data distinguishing between promoters, passives and detractors. With this graph you're able to gain insight into if any trends are present with regard to the number of promoters, passives and detractors your brand has surveyed. 


Survey Response Details

Within the survey response detail tab you'll find more detailed information about the people and responses being reported on in the other tabs of the report. These records that appear in this tab are determined by the filters you set on the report. From this page you can navigate to a specific survey response by clicking the serial number link in the left column in the list of records.