KPI Reports Catalogue

Feedback Ferret offers a comprehensive range of custom reports compiled by our expert team of Analysts. Our KPI reports provide the right people with the right information at the right time and show you where to focus your efforts so you can improve business performance. The reports are specifically designed to help you get maximum value from your feedback programme. The majority of our reports are automatically generated and are underpinned with Impact Analysis. We can also provide narrative reports which are compiled manually according to client needs. All our reports are very easy to digest and can be branded according to your requirement. Our Analysts can work either inside your organisation or remotely, in partnership with you and your customer experience team.

Introduction

DEFINITIONS Impact Analysis: Impact Analysis is an automated process that uses predictive modelling algorithms. It can be applied to every Ferret client database, with the results available throughout the Feedback Ferret hosted platform. This helps you focus your efforts where it will make the biggest difference to your customer and reduce your operational costs. Sentiment Analysis: Sentiment Analysis is the process of determining whether a feedback comment is positive, negative or neutral. It’s also known as ‘opinion mining’, deriving the opinion or attitude of a speaker. It is commonly used to discover how people feel about a particular topic. Reporting Tools: We use external tools such as Tableau, SSRS, Excel to generate our reports. All our reports are supported by Ferret Explore – the portal where all clients can dig deeper into the analysis to find more facts and verbatim behind any statistics.

Index of Reports

Report Name Page Trend-line Reports 4

Trend Reports 5-6

Perspective Trend Reports 7

Barometer 8

Scorecards 9-10

Sentiment Reports 11

Interactive KPI Reports 12

KPI Dashboard 13

League Tables 14

Behavioural Trend Charts 15

RAG Report 16

Scatter Graphs 17

Quadrant Report 18

Rolling NPS Report 19

Risers & Fallers Report 20

The Waterfall Chart 21

Geo Mapping 22

Drivers and Detractors 23

Volume vs Impact Report 24

Staff Resourcing Report 25

Generic KPI Report 26-27

Narrative Reports 28

Trend-line Reports

Trend-line Reports show the top 20 positive and negative topics with a trend line over time. The red dot on the trend-line is always

the highest scoring moment for a topic over time. This view shows counts for the current week (left) and counts for the previous 3 weeks (right).

Trend Reports The Trend Report (bar chart in light grey) shows YTD Recommend and NPS scores trended over time with the number of survey counts per month. The Trend Report below (green and red) shows Barometer pairs for the client’s key business metrics. In other words, it shows you how the business is doing at a glance.

Trend Reports

The highest scoring positive and negative topic counts are intersected with their highest scoring intersect topics / counts and each of them with a compliment or complaint (verbatim). This enables the business to better understand what issues customers are concerned about.

Perspective Trend Reports

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7 11 15 19 23 27 31 35 39 43 47 51 3 7 11 15

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Product Choice Trends

PRODUCT CHOICE - POOR

PRODUCT CHOICE - GOOD

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Top 5 Good Service / Expertise themes

Friendly / Positive Attitude Helpful

Staff Quality - Good Customer Service - Good

Tills Queue - Good

8.9

2.0

6.2

2.5

1.2

8.3

1.5

5.8

2.4

1.1

Avail / Range Poor - General

Avail / Range Poor: Fresh - Produce

Easy To Find What I Want

Easy To Shop

Communication - Poor

Customer Feedback Hot Topics - Top Increases: Last week % vs 12 Wk Avg %

Perspective trend reports are used to track the issues most mentioned in your customer feedback over time. The graphs to the right show the metrics a supermarket uses to measure staff and business performance, for example, product choice. We measure each metric and track what customers are saying about them. The top graph shows Product Choice trends over time, the bottom graph show more granular positive and negative detail and highlight the factors driving the figures. The third graph (below left) compares the volume of feedback relating to hot topics week by week. Perspective Trend Reports are based on key corporate drivers / metrics / aims / objectives as defined by the client and can be used for regular management reports on a weekly or monthly basis.

Barometer

The Barometer enables a client to measure custom KPIs for it’s business. In this example, the client is measuring the perspectives within their “Customer Promise and Employee Commitment”. You can see the breakdown of those perspectives for a given time period. This report can be configured for client specific metrics so you are able to see the polar elements of that metric.

Scorecards – HQ / National

The top Scorecard graph shows overall customer satisfaction and recommendation scores per month and trend lines over time on a national level. The bottom Scorecard chart shows the top 10 positive and negative topics (groups and names) for Sales and Aftersales on a national level. The topics in red score below expectations, the topics in green score above expectations.

Scorecards – Regional / divisional / local

Similar reports can be produced at a regional level (for each dealer / division / area) but with an additional feature of including the verbatim behind the scores. The verbatim comments give meaning to the report and these are needed so a business can better understand the customer and can act to add value to their business.

Sentiment Reports

Sentiment Analysis is the process of determining whether a feedback comment is positive, negative or neutral. It’s also known as ‘opinion mining’, deriving the opinion or attitude of a speaker. It is commonly used to discover how people feel about a particular topic. There are a number of reports used to show sentiment. These reports should be used in support of CSAT but not in replacement of CSAT. They should be used to find out what negative things are being talked about, even if the overall score is positive. There will always be some customers who give you high CSAT scores but are negative about some aspects of their experience. You need to listen to these customers as they are your most valued fans and it’s worth listening to the negative things they have to say.

Interactive KPI Reports Interactive KPI Reports are a great tool for businesses that have in-house insight managers who wish to drill down into the detail of our reports or create their own reports. This chart shows a month by month comparison of sentiment score for an individual perspective “SALES EXPERIENCE”. The macro-enabled report allows users to select from drop down menus and filters at the click of a mouse to change the report views.

KPI Dashboard

This Trend Report maps survey scores over time. Different scores can be shown in one view and therefore easily compared. The graph on the bottom right shows the survey volumes per month comparing year on year.

League Tables League Tables calculate the % of Yes responses to pre-determined 3rd party questions and enable a client to compare performance of one dealership / division against another. The % Yes is taken from ALL surveys including N/A and blank responses. An average of these scores is taken to produce an overall score.

In the case of the client report below, the questions measured are: • Were we Enthusiastic, Friendly and Helpful? • Did we Listen to and look after your individual needs? • Did we Keep our Promises? • Did we show Genuine Interest? • Would you Recommend us?

Behavioural Trend Charts

Behavioural Trend Charts can track client-specific metrics over a 12 month rolling period. In this case, the client-specific questions were: • Were we Enthusiastic, Friendly and Helpful? • Did we Listen to and look after your individual needs? • Did we Keep our Promises? • Did we show Genuine Interest? • Would you Recommend us? The graph shows the % Yes taken from ALL surveys.

RAG Report The RAG (Red, Amber, Green) Report is a summary of overall scores by each dealer within each division. This report takes the overall third party review score (in this case Reevoo data taken from the behavioural questions) along with the manufacturer quartile score for the previous month. Colour coding is applied to this report based on target scores being achieved or not. Green = Yes Amber = +/- Red = No

Scatter Graphs

For these scatter graphs, the quartiles are determined from the overall score (taken from the 3rd party – Reevoo - behavioural questions) and the overall quartile position taken from the manufacturer surveys. The scatter graphs are based on a 3 month rolling score by location. It shows how an individual location / region (in this case dealership) is performing compared to the scores of other locations / regions.

Quadrant Report The Quadrant Report shows how topics move over time. We take your data (eg financial info ) and overlay that with our feedback data. The information is then put into the 4 quadrants: • High impact high volume • Low impact high volume • High impact low volume • Low impact low volume

Rolling NPS Report A Rolling NPS Report displays the rolling NPS for the previous 12 months, for different times of the buying cycle and a total. Verbatim comments can be included in this report.

Risers and Fallers Report The Risers and Fallers Report gives you an indication of a rising trend – be it negative or positive compared to the previous month. A Riser would be anything that is positive and becoming more positive, or anything that is negative and becoming more negative. A Faller is anything that is positive but becoming less positive, or anything that is negative and becoming less negative. This report is based on the volume of customer feedback comments received that relate to a particular topic. These particular topics can also be underpinned by Impact Analysis.

The Waterfall chart

The Waterfall Chart gives insight into how the topics of greatest impact are influencing the customer satisfaction scores over time. The overall satisfaction score for one month is compared to the previous month and the graph shows whether a topic has influenced the score positively (green) or negatively (red). The chart enables you to see how some of the topics trend and individually impact your CSAT score over the months. On this particular chart, you can see that although the overall CSAT (in grey) only decreases by 0.1 between September and October, there are many factors within the overall CSAT, some which improve, some which decrease. For example, where “service staff” have been mentioned, it has driven the score down. This chart can be tailored to your needs – you decide which topic groups are included. This chart can be used either at HQ level or at local level.

Geo-mapping

Geo-maps can be used by any business to compare regional performance. They enable us to add multiple layers of information to see if there is any correlation between business issues and location. Geographical locations are based on postal or zip codes. Examples of use: A supermarket chain uses these to compare the performance of it’s stores and identify where stock problems lie. Topics such as “missing products” are mapped against the postcodes of its stores. A home builder used these reports to identify the cause of “sticking doors”. By overlaying soil types onto the information, we identified that the reason for problematic doors was soil types in different geographical areas. A restaurant chain uses these reports to check the TripAdvisor reviews in a particular geographical area. Features: An additional feature of this report is the ability to add hyperlinks in different zones / regions to local websites.

Drivers & Detractors Report This report lists the 5 key drivers and 5 key detractors trended over time with an example verbatim comment per topic. Up to 10 topics can be listed in the report. By improving the drivers and addressing the detractors, your customer satisfaction and ROI will both improve.

Volume vs Impact Report Using predictive modelling algorithms, the Volume vs Impact Report identifies the key topics identified within the data that have the greatest impact on NPS or sentiment scores. Using statistical methods, we can identify actions that need to be taken and help you prioritise these by those that are having the greatest impact on your customer experience. The chart above shows the correlation co-efficent per topic versus the number of topic hits. Topics that have a high correlation coefficient and high number of hits need to be prioritised.

Staff Resourcing Report The Staff Resourcing Report enables you to identify peak times and prepare staff to handle the most common issues / complaints. It can be used for any business where there is a need for efficient management of staffing resources . The top chart shows the busiest/least busy times and days for a call centre (colour-coded blue to red). On the right hand side, you can see the ranked busiest times and number of calls received at that time.

The bottom graph shows the type of complaint and how many minutes it took to solve the issue.

The underpinning concept behind this is the Erlang Calculation*.

* Erlang was a Danish mathematician who pioneered queuing theory and almost single-handedly invented the discipline of telephone network analysis and switchboard staffing.

His pioneering work in 1920s Denmark led to the creation of the eponymous Erlang Formula, which was adopted by the Bell Telephone Company, the British Post Office and many other carriers.

The Erlang C Formula provides a tried and tested way to calculate the number of staff for a time interval, based on a set of assumptions.

The formula is still relevant today and is used in telephone traffic modelling in call centres all over the world to determine the required number of staff based on the forecast workload for incoming calls, together with other variables such as desired service level (percentage of calls answered within a given number of seconds).

Generic KPI Report

This Generic KPI Report contains an overview of all key metrics, as defined by the client.

Generic KPI Report The Generic KPI Report is backed up by samples of verbatim comments taken from surveys within a defined time period to give clients a deeper understanding of key drivers.

Narrative Reports

Narrative Reports are effectively ‘story telling’ reports that guide you through the analysis of your customer feedback. They are full, analytical reports which are presented in a easy-to-digest format and offer a summary of the key findings from your feedback over a specified time period (usually monthly). Narrative Reports tell you what the key themes are, what you can expect to happen if these trends continue and can help guide you to making strategic and operational decisions. These reports are ideal for businesses who need the insight ‘on plate’.

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