SmileBack’s reports functionality lets you create a range of report types using your CSAT and NPS data. You can report on your clients, agents and segments, and you can create them on a one-off basis or set up an automated schedule.
Choosing the report type and format
At the top of the page you can choose between reporting by Client, Agent and Segment. Once you’ve chosen the type of report you can then choose which values to generate a report or reports for.
You can customize the content of the report, by default all reports will contain CSAT data, and you can choose to add NPS results if you have them, and to show reviews with comments.
It’s possible to select the main color of the report to match your brand, and to add your company logo, for a more professional look. If you need to update your logos, you can do this in the logo manager.
Generating a one-time report
If you need the report right now, you can select a timeframe you want it to cover, either with the quick presets or by exact dates. When you click “Generate report” the results will be downloaded in your browser as soon as they are ready.
Bear in mind the download link to your clients email is only active for 7 days. In case the link has expired, we suggest you to generate a new one-time request for the same report.
Setting up scheduled reports
If you need the same reports on a regular basis, then you can set up automations to create the reports and send them to your chosen email addresses. This could be internal addresses, or you could send them directly to your clients, please be extra careful that you have the right addresses if you’re doing that.
Scheduled reports will arrive at the beginning of the selected period, for example, if you select a weekly report then it will be sent on Monday mornings. You can change the time zones used for your individual account, and your company's SmileBack account, on the profile page.
Seeing and stopping scheduled reports
You can find any automated reports you previously created under “Saved automations”, there you can see the details of the reports and delete them if they’re no longer needed.
What’s in the reports
The reports are delivered as PDF files. In their simplest form they show the key CSAT metrics for your chosen subject. With the customization options you can add NPS key metrics and/or comments from your customers.
Watch our launch webinar for scheduled reports.