Identify accounts at risk and the reasons why
Identify and avert business risk by knowing the accounts and individuals feeling dissatisfied or neglected — and the reasons why.
Note: This guide provides an overview of the steps that will uncover use case-specific insights. For a detailed breakdown of each data point and dashboard feature mentioned, turn to Understanding Dashboard views and features and Key terminology explained.
Step 1: Spot contacts needing attention
Examine individual feedback to:
Identify persistent issues that need immediate attention
Spot emerging pain points to manage head-on
To do so, turn to the Individual Contacts view of your dashboard provides a granular view of the rating and comments shared by each contact surveyed:
Job role
Seniority level
Contact priority (Critical, Primary, or Standard)
The Round Numbers section will pinpoint changes in a contact’s responsiveness and TRR given over time. This will serve as the first helpful indicator of potential issues you may want to tackle before they turn into account-level risks.
Step 2: Identify critical contacts at risk
Go to the Risk tab of the Individual Contacts view:
Critical Contacts who've given a rating of 6 or below
Primary Contacts who've rated you at 4 or below
The rating they’ve given over time
This data will help you identify the key people to talk to improve your relationship with that account.
Step 3: Understand negative feedback
Click on an individual’s name for a Contact-level view that shows:
When they did/didn’t respond to a survey request
The rating they’ve given at each round
The feedback they’ve shared
This way, you’ll find out:
When things turned negative
What the customer lists as reasons why
Compare this to any operational changes made
Identify new or recurring themes in their feedback
Examining feedback at the individual contact level will help you identify and address key pain points and strengthen the overall health of the account.
Comparing negative feedback across multiple contacts will help you pinpoint potential risks and challenges needing attention at a company level.
Turn to this article for step-by-step guidance on examining the main positive and negative themes in customer feedback.