Introduction

This report provides a comprehensive overview of the Customer Satisfaction Index (CSI) performance, focusing on key metrics and trends. The data is segmented by various filters such as survey type, dealer name, dealer number, manufacturer, brand, and model code.

Navigating the Report

Summary
 

Key Performance Indicators (KPIs):

1. Sent: This KPI shows the total number of surveys sent within the selected date range.
2. Received: Indicates the number of responses received for the surveys sent.
3. Response Rate: Calculated based on the number of surveys sent and responses received.
4. Combined OSAT Score: A new KPI that averages the scores of four overall satisfaction (OSAT) questions related to the product, dealer, engine, and dealer service.
5. Combined NPS Score: This KPI averages the Net Promoter Score (NPS) questions related to the boat and dealer.
6. Issues/Hot Alerts: Displays the number of Issues or Hot Alerts. If the Issue Resolution feature is enabled then Issues will show. If the Issue Resolution feature is not enabled then Hot Alerts will show.

• Monthly Trend of Combined Satisfaction Score: When no specific question is selected, this chart shows the monthly trend of the combined satisfaction score for all OSAT questions.
• Specific Question Trend: Selecting a specific question, such as "overall boat," will display the monthly trend of the average score for that question. Note: the KPI's will not change based on your selection.

• Combined OSAT Performance: This section shows the trend of the OSAT performance for the date range selected compared to the prior year. Hover over data points to see detailed information.

• Combined OSAT Response by Score: This chart shows the number of responses per weighted score. Weighted score on a scale 1-5 (Weighted 100 = Value 5, Weighted 80 = Value 4 , Weighted 50 = Value 3, Weighted 20 = Value 2, Weighted 0 = Value 1)

• Combined NPS Response by Score: This graphic shows the number of responses per score.

• Combined NPS Performance: This section shows the trend of the NPS performance for the date range selected compared to the prior year. Hover over data points to see detailed information.

• Overall Salesperson Performance: This section shows the trend of the overall salesperson performance for the date range selected compared to the prior year. Hover over data points to see detailed information. Note: No data will show if the overall salesperson performance question is not asked on your survey.

• Overall Service Performance: This section shows the trend of the overall service performance for the date range selected compared to the prior year. Hover over data points to see detailed information. Note: No data will show if the overall service performance question is not asked on your survey.

• Issue/Hot Alerts: This section shows the trend of the Issue/Hot Alerts for the date range selected compared to the prior year. Hover over data points to see detailed information. Note: If the issue resolution feature is enabled, then Issues will show. If the issue resolution feature is not enabled, then Hot Alerts will show.

Performance by Dealers & Brands
 

• Dealer Summary: This section shows the Dealer OSAT (Overall Satisfaction with Dealer) and NPS (Net Promotor Score of Dealer) scores and the rate of change for each metric. Rate of change in green shows a positive increase and rate of change in red shows a negative change. Click on any header to sort. 

• Brand Summary: Chart shows the product by brand OSAT (Overall Satisfaction with Product) and NPS (Net Promotor Score of Product) scores and the rate of change for each metric. Rate of change in green shows a positive increase and rate of change in red shows a negative change. Click on any header to sort. The product name is under the brand.

Disengagement
 

• Identifying Disengaged Owners: This new section identifies disengaged owners by comparing initial and follow-up survey scores. Owners whose follow-up survey scores are lower than their initial survey scores are considered disengaged. Use the drop-down to select Overall Product (Boat, RV, Vehicle), Overall Dealer, or Overall Engine.

• Monthly Disengagement Trends: Displays the number of disengaged owners by month. Hover over the data points to see more detailed information.

• Positive and Negative Engagement Trends: Displays the number of Positive, Neutral, and Negative responses by month as well as the disengagement percentage. 
  • Positive = follow-up survey was higher than the initial survey. 
  • Neutral = follow-up survey and initial survey have the same score. 
  • Negative = follow-up survey was lower than the initial survey.

• Response Details: A table listing owner details, initial and follow-up survey scores, and the score difference. Clicking on the Follow Up Survey Date will take you to the Owner's registration grid.

Correlation Analysis

This tab helps you identify which areas of the customer experience have the strongest correlation to a selected satisfaction or NPS question, giving insight into what most influences that score. By viewing these correlations in four quadrants—Focus First, Real Strengths, Opportunities, and Maintainers—you can quickly see where improvements will have the greatest impact and prioritize actions accordingly.

• Select primary (base) question and then select secondary question(s) to identify correlations for specific questions. 

• Quadrant Analysis: The responses are divided into four quadrants based on importance and satisfaction: 
  • Focus First - These areas show low satisfaction but have a strong correlation to your selected question, meaning improvements here are likely to have the biggest impact. Prioritize these for immediate attention and resource allocation.
  • Real Strengths - These areas score high in satisfaction and also show strong correlation to your base question. Continue reinforcing and investing in these strengths to maintain your advantage and leverage them in marketing or training.
  • Opportunities - These areas have both low satisfaction and low correlation to the selected question. While they may not directly influence the base score, improving them can still enhance the overall experience in the long term.
  • Maintainers - These areas score high in satisfaction but have a lower correlation. Keep an eye on them to ensure standards don’t slip, but they don’t require urgent focus unless performance begins to decline.

Understanding these groupings lets you strategically improve customer satisfaction where it matters most.

Survey Response Details

For more details on the individuals and responses in the report’s other tabs, check the survey response detail tab. Your report filters determine which records appear on this tab. This page lets you access any survey response; just click the serial number in the left column’s record list

Should you have any questions, please contact csisupport@rollick.io