Assess the strength of your customer relationships
Get an overview of the health of your customer relationships, compare TRR scores against previous rounds, and identify areas needing immediate attention.
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: Assess the health of your customer relationships
Go to the Client Overview page of your TRR Dashboard for a high-level view of the health of your customer relationships:
The average TRR received by All Contacts vs Primary and Critical Contacts
The response rate among All Contacts vs Primary and Critical Contacts
How your rating and response rates have changed compared to the previous round
How they compare against industry averages (Norm)
The Ratings by section will let you evaluate the overall strength of your customer relationships by a specific criterion — market, account, site, sub-region, account type, or job function.
It’s also worth paying attention to the change in the rating given by your Critical Contacts (CCR) to spot any early warning signs within an account or market.
If you want to see how specific accounts or markets are doing, check the Ratings by section. There are quick filters at the top and more in the dropdown field.
Step 2: Check if you’re improving
Two sections provide a snapshot of any positive or negative developments and how you compare against industry benchmarks.
Client Contact Ratings lets you compare your current TRR and customer response rate against the past six rounds and the industry norm.
Rating Distribution Trend shows how many of your contacts are advocates or detractors and whether there is a positive or negative development in these numbers.
Step 3: Identify contacts needing immediate attention
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 TRR received over time. This will give you an idea of how each contact has been feeling and allow you to notice any trends worth further examination
Consistently low ratings or changes in responsiveness at an individual level are helpful indicators of potential issues you may want to tackle before they turn into account-level risks.
For guidance on analysing contact-level feedback, turn to our guide on identifying accounts at risk and the reasons why.
