The aim of Cemplicity reporting is to bring feedback from your consumers to your staff in a way that is timely, easy to understand and enables teams to act when improvement or change is required.
There are five main types of reporting portal tools.
A dashboard view of key metrics is the landing page when you log in. Each item in the dashboard is available in more detail in the Ratings and Comments reports.
Ratings (Quantitative Reports)
These reports are designed to show how your ratings are changing (improving we hope!) over time and to enable comparisons against different departments, branches, regions or services within an organisation or by key customer demographics by using filters.
Comments (Qualitative Reports)
These reports show you the examples and stories customers have provided to support their ratings. They provide invaluable insight into the customer experiences.
Where a customer has asked you to contact them, their contact details and survey response will drop into your Action Register. The Action Register is designed to make it easy for a nominated administrator or different teams to manage these contact requests through to resolution. As an option, we can also drop items into the Action Register where a customer has given you a very low rating. Their contact details will not show if the survey was anonymous but the feedback is often very actionable.
As well as the Action Register we can set up email alerts. These are real-time emails with a .pdf survey attachment which go to a nominated administrator when a customer asks to be contacted.
These tools are used to administer the content of and access to your reporting data. Not all users will have need or access to all of these tools as the function can be very role-specific in nature e.g. Comment Moderation.