Evaluate performance against customer expectations
Assess your performance against customer expectations and identify which markets and areas to target to mitigate risk and drive growth.
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: Find the accounts behind the highest and lowest rating
TRR Overview dashboard view includes a list of the accounts that have given the highest and lowest ratings. You can hover over any of the company names to view the response rate and the number of contacts surveyed.
Use dashboard filters to view the highest and lowest ratings received by an account within a specific market, by job function, TRR round, and other criteria.
Step 2: Identify the accounts, sites, and markets that need your attention
The Rating by section on TRR Overview serves as a visual representation of your current market performance. Switch between the tabs to compare the ratings received by an account, contact market, sub-region, account type, and job function.
You can also hover over any of the bubbles to view the response rate and the number of contacts surveyed within the selected account.
This will provide a useful overview of your market performance and help evaluate if there are potential issues specific to an account or a market (for example, if there is a drop in the overall rating / an increase in negative ratings within a specific market or sector).
Step 3: Examine the most praised and criticised areas
For a better understanding of the key positive and negative experiences informing customer feedback, turn to the Comment Analysis - Key Themes section for a list of the areas of your performance or client relationships that customers have praised or criticised the most.
You can also use dashboard filters to examine if and how these themes change by market, account, or TRR round.
Turn to Respond to feedback strategically for an overview of the dos and don'ts of reacting to customer feedback.