What is it?

The Feedback Success Rates dashlet in TruVoice provides insights into the success of obtaining feedback from qualified samples. This feature breaks down the outcomes of qualified samples, categorizing them into unresponsive, refused, and successfully provided feedback categories. It offers a comprehensive view of the effectiveness of feedback collection efforts.

• Glossary
• Key Benefits
• Navigation
• Example Use Cases

Glossary

• Dashlet: A self-contained data visualization that is accessible on the homepage dashboard of TruVoice.
• Qualified Sample: Contacts determined to be eligible to provide feedback.
• Unresponsive: Contacts who did not respond to feedback requests.
• Refused: Contacts who declined to provide feedback.
• Successful: Contacts who provided feedback.

Key Benefits

• Sample Quality Monitoring: By analyzing feedback success rates, users can monitor the quality of their qualified samples. This allows for adjustments to outreach strategies or messaging to improve response rates.
• Insight Generation: Understanding the breakdown of feedback outcomes provides valuable insights into the effectiveness of feedback collection efforts.
• Performance Tracking: Users can track the success rates of feedback collection over time, enabling them to identify trends and areas for improvement.

Navigation

The Feedback Success Rates dashlet is found on the Role-based Dashboard homepage, if prescribed to that role, or manually added. Users can select the desired filters or views to refine the data based on specific criteria.

Feedback Success Rates contains views to toggle between Decision and Experience, as well as among time periods interested in from 3 months, 6 months, 1 year or All. Under the toggle bar you can view the count and percentages of feedback success based on the categories New, Active, and Disqualified and by All Outcomes, or by Wins, Losses, No Decision and Pending. 

The dashlet provides a graphical breakdown of sample in each stage, grouped by outcome. This makes it easier to ensure a good balance of data points is being pursued and identify if contacts for a certain outcome might need some extra attention or incentive to secure more feedback for that outcome.

You can toggle over to Experience to see the feedback success broken out by All Experience, Implementation (early stage customer) and In-Flight (established customer). 

As with other dashlets, the user is also free to click the 3-dot menu in the top right and apply other filters to glean more granular, tailored insights.

The dashlet several different stages that are used to determine the status of each respondent:

• Qualified: Contacts that are qualified for the outreach process or have provided feedback.

For the contacts that are qualified additional stages are used to determine the status:

• Unresponsive: Contacts that have reached the the end of outreach process.
• Refused: Contacts that responded to not participate in providing feedback.
• Success: Contacts that have already completed providing survey feedback or completed a phone interview.

Example Use Cases

• Sample Quality Assessment: Sales managers can use feedback success rates to assess the quality of their qualified samples. If a high percentage of contacts are unresponsive or refuse to provide feedback, it may indicate a need to review outreach strategies or messaging.
• Performance Optimization: Admins can utilize feedback success rates to optimize feedback collection efforts. By identifying which outreach methods result in the highest success rates, they can refine their approach to improve overall performance.
• Incentive Implementation: Upon observing low success rates in certain categories, users may choose to implement incentives such as gift cards to encourage feedback participation. Monitoring the impact of incentives on success rates provides valuable feedback for future strategies.