Introduction
The Rank Report provides a comprehensive ranking of dealer and product performance based on valuable insights gathered from survey data. This report is designed to help you understand the performance of different dealers and products in terms of customer satisfaction. Here’s a detailed guide to help you navigate and make the most of the Rank Report.
Definitions:
OSAT: OSAT stands for Overall Satisfaction, a metric used to gauge the general satisfaction level of customers with a particular product or service. It is usually derived from survey questions that ask respondents to rate their overall experience or satisfaction.
Usage: OSAT scores are often used in customer satisfaction surveys to provide a high-level overview of how well a company, product, or service meets customer expectations. These scores are used to identify areas of strength and areas needing improvement, helping to drive enhancements to customer experience strategies.
Example Question: “On a scale of 1-5, how satisfied are you with your dealer?”
R12: R12 stands for Rolling 12 Months, a metric that captures data over the last 12 consecutive months. It is used to provide a moving average or cumulative data that reflects performance or trends over a full year, updated each month.
Usage: R12 metrics are useful for identifying trends and patterns without being influenced by seasonal variations or short-term anomalies. It helps in maintaining a consistent performance review period, ensuring that decisions are based on a full year's data rather than partial periods.
Example Calculation: If today is June 2024, the R12 period would include data from June 2023 to May 2024.
KPI: A KPI is a Key Performance Indicator, a measurable value that demonstrates how effectively an organization is achieving key business objectives. KPIs are used to evaluate success at reaching targets and are crucial for assessing performance and making strategic decisions.
KPI's Mentioned in the Rank Report:
R12 Sent: The number of surveys sent to customers over the last 12 months. This KPI shows the consistency and frequency of survey distribution over a rolling 12-month period, helping to ensure continuous feedback collection.
R12 Received: The number of surveys received from customers over the last 12 months. This KPI tracks the engagement over a rolling 12-month period, providing insight into the long-term trends in customer feedback participation.
R12 Dealer Score: The average dealer OSAT score over the last 12 months. This KPI helps in understanding the sustained performance of dealers in terms of customer satisfaction, smoothing out short-term fluctuations.
R12 Product Score: The average product OSAT score over the last 12 months. Similar to the dealer score, this KPI focuses on the sustained performance of specific products, providing insights into customer satisfaction with the product itself.
Rank: The Rank KPI measures the relative position or performance of a dealer or product based on customer satisfaction scores derived from OSAT questions. This KPI ranks dealers or products from highest to lowest based on their average satisfaction scores, providing a comparative measure of performance within a specific period.
Overview of the Report
The Rank Report is divided into two main tabs:
Dealer Rank - OSAT questions based on Dealer
Product Rank - OSAT questions based on product
Each tab contains various charts and key performance indicators (KPIs) that offer a detailed analysis of survey data.
Using the Rank Report:
Navigating between tabs:
Use the tabs at the bottom to switch between Dealer Rank and Product Rank.
Filtering Data:
Utilize the filtering options to narrow down the data based on specific date ranges, survey types, etc.
Interpreting Charts and KPIs:
Use the KPIs for a quick overview and dive into the charts for detailed analysis.
Drill down into the survey activity chart for month-by-month or quarter-by-quarter data.
Dealer Rank
The Dealer Rank tab focuses on the overall satisfaction questions related to both the dealer and the service provided. This tab includes several important features:
|
KPIs at the Top: Sent: Number of survey invitations sent.
|
 Filtering Options: Ability to filter data by date range, survey type, etc. |
|
Survey Activity Chart: Displays R12 surveys sent and received compared to the dealer score. This chart helps in tracking the number of surveys sent and received in the last 12 months. The ability to drill down by quarter or month provides more granular insights. |
 |
|
Quarterly Chart: Shows dealer number, number of invites sent in the last 12 months, responses received in the last 12 months, their average score, and rank for each dealer. |
 |
Dealer Scores & Rank Chart:
Shows current and historical quarterly chart by dealer, sectioned by quarter.
Product Rank
The Product Rank tab is similar to the Dealer Rank tab but focuses on the overall satisfaction questions related to the products themselves. Key aspects include:
|
KPIs at the Top:
Sent: Number of survey invitations sent. Ability to filter data by date range, survey type, etc. |
 Filtering Options: Ability to filter data by date range, survey type, etc. |
|
Survey Activity Chart: Displays R12 surveys sent and received compared to the Product score. This chart helps in tracking the number of surveys sent and received in the last 12 months. The ability to drill down by quarter or month provides more granular insights. |
 |
|
Quarterly Chart: Displays Product code, number of invites sent in the last 12 months, responses received in the last 12 months, their score, and rank compared to other products. |
 |
Product Scores & Rank Chart:
Shows current and historical quarterly chart by product, sectioned by quarter.
The Rank Report is a powerful tool to gauge customer satisfaction and make informed decisions based on comprehensive survey data. If you have any questions or need further assistance, please feel free to reach out.