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Reports - Team Ranking
On the team ranking page, you can compare your teams to each other. The team structure will be shown on this page as you set it up in the settings of the platform. You can compare your teams on different items: the score on the metric question (CES / CSAT / CES), the overall sentiment spread, the response rate statistics and a specific ISAAC category path.
NOTE: Please note that the team ranking is not available for touchpoints that are linked to a team that consists only of a root team (highest level). Learn more on how to set up a team structure here.
IN THIS ARTICLE:
1. Accessing the team ranking
Option 1:
From the home screen of your Hello Customer account, click on the Reports icon
In case there is a team with several levels linked to your touchpoint, you will immediately be redirected to the team ranking.
Option 2:
Step 1: On the home page of your Hello Customer account, click Reports on the left side.
Step 2: Choose the right touchpoint (1), you are automatically directed to the Team Ranking (2).
With the date picker on top, you can choose the period for which you want to see the team ranking.
2. Default view
Several columns with valuable information are included in the default view of the team ranking:
- Metric: This is the score on the focus question of your touchpoint (NPS / CSAT / CES). In case you have more than 1 metric question in your survey, you can change the one you want to show (see configuration)
- Sentiment spread: This shows you the percentage of (very) positive mentions, (very) negative mentions and the total amount of mentions. This way you can see an indication of the overall sentiment your customers have about a certain team.
- Response statistics: These statistics will give you insights on your response rates etc.
- Delivered (only for email touchpoints): the amount of surveys that were sent and delivered to your customers
- Answered: the amount of answers on your metric. For email touchpoints, you will also see a % of answered vs delivered emails
- Text response: the amount of people that answered the open text question, the so called "why question", linked to your metric. The % here shows how many people gave an open text answer vs the amount of people that gave a score
- Unsubscribed (only for email touchpoints): the amount of people that unsubscribed when receiving the survey invitation
NOTE: Always check the amount of answers to make sure the comparison between teams in the ranking is relevant. A team with a high score but a very low amount of answers is not very veracious or relevant.
A. Tree view
When accessing the team ranking page, the default view is the "Tree view". This view shows the structure that is created for the team linked to this touchpoint. Click the arrow or the name of the team to reveal the subunits underneath or to hide them again. You can also use the expand button to show the whole team structure in once and collapse it to show a compact version of the team structure:
B. List View
Click on the button "List view" on the right of the page to access the list view. This shows you the teams on the lowest level (teams that have feedback).
3. Configure your view
There are several things you can do to optimize the team ranking to your needs
- In the left menu, you can choose:
Metric: NPS, CSAT or CES. The choices there are dependent on which questions are included in your touchpoint. If you select another metric, the columns related to the metric and the sentiment spread will update accordingly.
Category path: here you can choose a category path for which you want to see the sentiment spread and total amount of mentions per team. This will trigger 3 extra columns: (very) positive, (very) negative and total mentions for this specific category path
With the Columns dropdown menu on the right you can choose which columns you want to include in the table. You can deselect and select every column as you like
You can also sort on every column in the table. That makes it easy to rank your teams in different ways, for example on the NPS or on response rates. When sorting in the tree view, everything is sorted within the same level. So in the example below, ANTW, OVL and WVL will be sorted against each other and within OVL Melle, Gent and Wetteren are sorted from high to low / low to high.
4. Export the team ranking
You can export your team ranking by clicking on the three dots on the right > Export ranking. This will trigger a direct download in the browser of a csv file.
This file contains the exact same columns as you see on the screen when starting the download. Some points of attention:
- The whole team structure is included in the file. In the level column, you can see how the structure is built up. The level 0 is always the highest level, level 1 falls right below the highest level and so on.
- The metric is specified in the file. So if you have more than 1 metric in your touchpoint, you will always know which one is included in your download.
- If there is a category path selected at the moment of download, the specific category path is included in the header of the related columns.
- There are no percentages included in the file. So for the response statistics and the overall / category path sentiment spread, whole numbers are included. For example: 811 text responses for the Team (with subteams).
