TUESDAY TIPS BY THOMAS: Comparing Results
Compare to the right result
In CX surveys, a “hierarchical structure”, reflecting the company organization, is often used. It allows for reporting on a “unit-level” whereby each manager gets access to his/her own unit. To give each manager relevant feedback, it is important to add benchmark results to the reporting. This way, the manager easily sees the performance of his/her unit compared to the company in general and other important benchmark levels. These kinds of automated comparisons are easily done in Dapresy and are easy to add.
Below, we see a typical example from a CX survey. The chart shows customer touchpoints for a car service company. The shop in Miami is compared to all shops in the state of Florida, as well as to the company’s overall performance. As shown, the Miami shop performs better than the company total, but worse than other shops in Florida.
IMAGE: Chart comparing the results of one shop to the company’s overall performance and to other shops in its state (Florida).
The benchmark rules applied are easy to set up and can be dynamic depending on which level of the organization’s structure you’re looking at. For example, you can add benchmark results for units higher up in the organization, all the units at the same level, all the sibling units, etc.
Tuesday Tips by Thomas are prepared by Product Manager Thomas Palmér. He is a long-standing member of Dapresy’s Team and knows our platform inside out. The tips are designed to highlight features in Dapresy that make your market research analysis, insights and reporting even easier.
Check out last week’s Tuesday Tip by Thomas and learn about using moving averages to transform short-term results to long-term trends.