What is in your Dashboard?

Your SmileBack Dashboard is the best place to get a quick overview of your CSAT performance. In this article we will break down each component so that you can quickly understand the information and how it is presented. 

Net CSAT Score

The Net CSAT Score is a single number that gives you an overall picture of how well you’re doing, based on how many positive and negative reviews you’ve received. Because it’s standardized, it’s a metric you can effectively manage against. It’s calculated like this:

Percent Positive Reviews - Percent Negative Reviews = Net CSAT Score

You can read more about your Net CSAT Score here: How Net CSAT Score is calculated

Reviews:

The reviews in your dashboard are the ones you received across all board in the past 30 days. If you want to change the time period or zoom into specific reviews, head to the "reviews" tab. 

Response rate

When your client opens your email containing the survey, we track that the images (your logo and the three faces) have been downloaded. We record this person has "seen" our survey. When the images aren't downloaded, we are only able to infer that the survey has been seen if the recipient clicks one of the smiley face images to provide feedback.

Response rate, is therefore, an approximation of how often your recipients see our smiley face survey, expressed as a percentage, and is calculated like this:

# of CSAT Reviews Received / # of Surveys Seen = Response Rate %

You can also read more on how to increase your response rate here: Getting more reviews

Reporting

In this section you can see a summary of the main reports you'll be able to access in the "reporting" tab.

The "Top agent" report ranks your top 5 technicians based on the their performance.

The "Top Companies" ranks the 5 customers who have given you the highest Net CSAT score.

Finally, the "Top Segment" ranks the best 5 of your ConnectWise boards.

 

For more on reporting you can take a look at this article: Creating Client Reports

If you are new to SmileBack and would like us to walk you through all of our features, you can book a call with our team here: https://calendly.com/d/cqs-gyf-7d2/smileback-partner-success-30-minutes