Data Analytics & Reports
- Gabrielle Pollack
Overview
In the Experience Management Platform (XMP), reporting is a crucial aspect achieved by compiling and analyzing information within specific functional areas like Hierarchy, Surveys, Publishing, Reviews Management, or any segment of the business account where performance is tracked and evaluated. The ability to generate and download reports varies based on the user's access level. Managers, for instance, can generate reports for the users they oversee. Reports may be based on a specified date range, offering insights into specific periods, while others provide comprehensive overviews spanning the entire operational history.
Digests
Digests, either weekly or monthly, are concise snapshots of account statistics presented in a user-friendly format, focusing on data points and trends from comparable previous periods. The primary goal is to enable recipients to discern necessary actions with minimal additional data processing.
At present, the monthly digest email is the sole active digest, configured within campaign settings. The monthly digest can be configured in a campaign's general settings and, when enabled, is sent to account managers and up to 10 additional emails specified in the settings.
This comprehensive digest email encompasses vital data for the account or, in the case of tier managers, for the managed tiers.
For accounts with Listings enabled, it provides information on the number of locations, publishes, and data issues. Survey data is also a crucial component, featuring metrics such as the number of surveys sent, and completed, average scores, and the count of 5-star reviews. Additionally, the digest breaks down respondent answers to the GPS (SPS, gateway/social promoter score) question.
To enhance interpretation, arrows and percentages are included, offering a visual representation of trends, and indicating whether specific data points are trending up or down.
Reports
Reports are integral to understanding and monitoring various facets of your account's performance, whether in Hierarchy, Surveys, Publishing, Reviews Management, or other business areas. Access to specific reports may vary based on your user role, with managers having the ability to generate reports for the users they manage. This table provides a clear overview of which reports different users can generate. Reports are organized and explained below based on category.
The following abbreviations are used in the Available to column to identify which user types a report is available for.
P= Professional; TM= Tier Manager; AM= Account Manager; OM= Org Manager; Ad=Admins
Account Data
Report Name | Description | Available to |
|---|---|---|
Account Statistics Report | Provides a summary of the account. The details included in the report include number of tiers/locations, users, active campaigns, surveys sent, surveys completed, inactive campaigns, key listings data (where available), and profile page publishing stats. | TM, AM, OM, Ad |
Digest Report | Provides a weekly or monthly snapshot of account statistics, including Hierarchy, Listings, Survey and SPS Data via data points and their trend patterns for the selected date range. This is an alternative to receiving a monthly digest via Email, if email settings are turned off, or if you are not registered to receive the monthly digest by email. | TM, AM, OM, Ad |
Campaign & Reviews Management Data
Report Name | Description | Available to |
|---|---|---|
Campaign Delivery Statistics Report | Provides a list of each survey sent within a campaign and includes key insights into the status of the survey, including survey delivery type & date, survey status, date taken (if completed), number of reminders sent, and date of last reminder. | P, TM, AM, OM, Ad |
Campaign Statistics Report | Provides a summary of campaigns for an account based on a specified date range. The details included in the report include Campaign names, creation/activation/deactivation dates (where available), data including surveys sent/complete/incomplete, and click/delivery rates, where available. | TM, AM, OM, Ad |
Incomplete Surveys Report | Provides a list of incomplete surveys for a specified period, with respect to a particular campaign. | P, TM, AM, OM, Ad |
Legacy Survey Results Report | Provides full details regarding the results of a completed survey AND the transaction data which triggered the survey, including Reviewer information, Survey sent/completed dates, survey score, Transaction Source/Transaction ID, and responses to all survey questions, including comments. | P, TM, AM, OM, Ad |
NPS Report | Provides campaign-level Net Promotor Score statistics, including the campaign's NPS, NPS trend and number of responses for a specified date range. | TM, AM, OM, Ad |
NPS Trend Report | A comprehensive overview of the Net Promoter Score (NPS) across various levels—Account, Tier, and Agent. It includes key metrics such as the NPS for the current and previous time frames, allowing for a direct comparison. The report highlights the NPS Score Variation, indicating the change in NPS between the two periods. Other essential data points include the number of responses, response percentage, average NPS rating during the current time frame, and the breakdown of promoters and detractors. | AM, OM, Ad |
Ranking Report- Agent | Provides a list of all Agents within the specified tier and how they rank amongst each other using data such as total number of reviews, average score on verified reviews, completion score, ranking score and position in the campaign leaderboard. | TM, AM, OM, Ad |
Ranking Report- Tier | Provides a list of all Agents within specified tiers (or the entire account) and how they rank amongst each other using data such as total number of reviews, average score on verified reviews, completion score, ranking score and position in the campaign leaderboard. | AM, OM, Ad |
Reviews Management Report | Provides tier/user-specific reviews management data including total number of reviews, reply rates, average score, verified vs manual reviews and their respective scores. | P, TM, AM, OM, Ad |
Review Statistics | Provides data on various categories, including total reviews, reviews with replies, average score, verified reviews, and more. Dive into the insights derived from different sources, such as manual Experience.com reviews, third-party reviews, Google reviews, Facebook recommendations, and Zillow reviews (exclusive to Mortgage and Real Estate). Additionally, the report highlights instances of swear words detection, flagged reviews, and retake requested. Gain valuable perspectives to enhance your understanding of campaign performance and user engagement. | P |
Survey Email Delivery Status Report | Provides a list of each survey sent within a campaign and includes key insights into the status of the survey, including survey delivery date, survey status, date taken (if completed), number of reminders sent, and date of last reminder. | P, TM, AM, OM, Ad |
Survey Results | Provides full details regarding the results of a completed survey AND the transaction data which triggered the survey, including Reviewer information, Survey sent/completed dates, survey score, Transaction Source/Transaction ID, and responses to all survey questions, including comments. | P, TM, AM, OM, Ad |
Survey Statistics | Provides a detailed breakdown of key metrics related to survey and review activities within the specified time duration. It provides insights into surveys sent, user interactions with survey links, completion status, and the number of reviews flagged and removed. Additionally, the report distinguishes between transactions received through automated and manual sources, offering clarity on the origin of data. Furthermore, it categorizes completed surveys into verified, manual, and flagged reviews for a comprehensive view of user engagement and feedback quality. | P, TM, AM, OM, Ad |
Unprocessed Transactions Report | Provides a detailed examination of unprocessed transactions, presenting key data fields such as agent information, transaction details, and reasons for processing issues. Organized into separate sheets for categories like Mismatch, Uncollected, Corrupt, Unsubscribed, and Duplicate, the report allows for a systematic analysis of each type of unprocessed transaction. | TM, AM, OM, Ad |
Unsubscribe Report | Provides a comprehensive overview of users who have opted out of experience.com emails within a specific time frame. Key data points included in the report encompass person details such as first name, last name, email, phone, and address, along with pertinent un-subscribe information such as the un-subscription date. Additionally, the report offers insights into the person’s previous email engagement, providing details on the number of emails sent, the date of the last email sent, the number of SMS sent, and the date of the last SMS sent. | AM, OM, Ad |
Hierarchy & Profile Data
Report Name | Description | Available to |
|---|---|---|
Deactivated Users Report |
| AM, OM, Ad |
Hierarchy Details | A comprehensive and structured document designed for seamless integration using the Hierarchy uploader. Consisting of two distinct worksheets, the report delivers exhaustive information on both user and tier details. Users' personal and professional attributes, contact details, and engagement thresholds are encapsulated in Sheet 1, while Sheet 2 provides a detailed overview of tier-related information. From tier IDs and names to contact details, licensing information, and online presence, this report ensures that Hierarchy and profile data is accurately and efficiently updated within the system, streamlining administrative processes and maintaining data integrity. | AM, OM, Ad |
Profile Statistics Report |
| P |
Profile Summary Report |
| P |
SRS Overview Report |
| AM, OM, Ad |
User Details Report | A detailed snapshot of individual user profiles within the Experience Management Platform. Ranging from essential personal details like Agent ID, First Name, Last Name, and Email, to more extensive insights such as Experience Access Level, Tier Assignment, and Social Connections status, this report provides a holistic view of each user's engagement and activity. Additionally, it offers valuable information about verification status, login history, profile completeness, and the user's social media presence across platforms like Facebook, Twitter, LinkedIn, and Google My Business. | AM, OM, Ad |
User Statistics Report |
| AM, OM, Ad |
Verified Users Report |
| TM, AM, OM, Ad |
Listings, Referrals, and Additional Products
Report Name | Description | Available to |
|---|---|---|
Publish History | Includes the Location Name, indicating the specific business or branch, along with its Publish Status, revealing whether the location is currently published or unpublished. The number of Data Errors is tracked, offering insights into data accuracy and completeness. Key details such as the Last Published Date, Last Publish Target, and the frequency of publication are included to monitor recent activities. Additionally, the report highlights the Last GMB (Google My Business) and Last FB (Facebook) Publish Dates, providing a comprehensive overview of the location's digital presence across various integrated targets. | AM, OM, Ad |
Referral Report | Outlines all referrals given, received, and requested for professionals in the account. This report includes details about the referrers, their contact information, the referees, their contact information, and additional details about the referrals in their account. | AM, OM, Ad |
Referrals Given | A summary of each contact that the professional has referred to another professional on the platform, including their contact information and details about the referral. | P |
Referrals Received | A summary of each contact that has been referred to the professional, including their contact information and details about the referrer. | P |
Referrals Requested | A summary of each request for a referral, including who the professional requested from, their contact information, and additional details regarding the request. | P |
Widget Report | Includes critical information such as the Organization Name, which provides clarity on the entity associated with the widget. The Profile Identifier serves as a unique identifier, facilitating easy tracking and management. The report also presents the JavaScript code options, offering flexibility based on user preferences. Additionally, the report includes the JavaScript code with I-Frame, catering to users with specific embedding requirements. | AM, OM, Ad |