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Feedback Quotient Report
Permission Level: Any firm member can see their own metrics. Only Firm Managers (FMs) can see all user metrics.
The Feedback Quotient Report was designed to provide a participation and accountability metric for users of the Client Feedback Tool. This report provides you a way to see where feedback is being used effectively, and by whom or with what projects / clients. The scores don't matter, but participation does. The scores tell you if and how your employees are using the Client Feedback Tool and who is putting feedback to use most effectively.
The default mode of the Feedback Quotient Report compares all your firms senders against your firms feedback activity. All scores used to calculate the Feedback Quotient are unique to your firm as well as dynamic. Every time a survey is sent, or you receive a response to a survey, the numbers change to reflect the new dynamics of your firms survey sending activity. This allows you to see where your firm members stand against one another in sending feedback, and how any action they take (i.e., sending more surveys, documenting follow-up, etc.) impacts their Feedback Quotient score, and thus increasing their standing.
The Metrics used to create each persons Feedback Quotient are the following:
- Send Rate Metric: how the individual's Send Rate compares to your firm's overall rate
o Percentage is based on average number of Surveys and Invitations with more weight on number of Surveys
- Reply Rate Metric: how the individual's Reply Rate compares to your firm's overall rate
o Based on variance to average
o Good indicator of client engagement
- Score Metric: how the individual's average scores (Score Metric) compare to your firm's overall average scores
o Based on variance to average (only makes up 10% of the formula)
- Pct Below Acceptable (real number): the individual's percentage of scores below acceptable
o Penalizes low scores
o Erased and replaced with bonus points when follow-up is documented
- Consistency Metric: how consistent the individual's scores are compared to your firm's overall consistency
o Looks at the standard deviation of scores
o More consistency indicates better at setting and meeting expectations
A score of 100% represents the firm average for all metrics except Pct Below Acceptable. Any score above 100% indicates the individual has exceeded the firm average for that metric. A score below 100% indicates the individual's survey-related activity is less than the firm's average. These scores are valid at the time the report is generated, and change each time there is a new survey sent or new survey response.
The Feedback Quotient is created using an algorithm that gives different weight to the various factors. Feedback is not about scores, but about the client and following up. Therefore, if someone receives a low score, and then documents follow-up in the Client Feedback Tool, the report erases that survey from the Pct Below Acceptable metric and gives extra points in the Quotient for the follow-up. So, the behavior you want to see in your PMs and other survey senders is rewarded in their Quotient and in their standing in the Client Feedback Tool.
We recommend that you set the Dates in the filters for this report as follows:
- 1st Set (Active Period) = Period of time activity was conducted (set to Last 90 Days)
- 2nd Set (Report Period) = Show me this much data (set to 1 Year or Year-to-Date)
You can also choose to run this report by Projects or Project Clients (Companies). This will show different metrics to include: # Surveys Sent, Invites, Replies, Reply Rate, Avg. Score, % Below Acceptable, and Std. Dev.