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Account Manager- Client Response Summary

← Connectwise Surveys - Account Manager
Last Updated: July 2019

Here are some guidelines on how to view your client response summary:  
  • Sign into your BizRatings account
  • Select your Account Manager link

  
  • Click Reports --> Client Response Summary in the sub-navigation

Client Response Summary

  After collecting some data, it is very useful to periodically check this page to get a pulse on your clients. From a single glance, you can updated on the following topics:  
  • Does the client love your service?
  • Do your engineers like to work for a particular client?



  If you are confused by any particular column name, here is a more detailed description:  
  • Company Info - this will display the company name, the number of contacts that were sent surveys, and customizable tags for grouping.
  • Client Response Rate - this is the percentage of surveys that have received a response.  
  • Client Satisfaction (CSAT) - The average score that is received from all the collected responses for a particular client. Responses on Service Tickets ONLY
  • Project Satisfaction (CSAT) - The average score that is received from all the collected responses for a particular client. Responses on Project Tickets ONLY  
  • Employee Satisfaction - The average score that is received from all the collected responses from your engineers.

 You may see more detail by clicking on their name.  

Client Detail

See how the individual users for this particular client are rating your surveys and getting reviewed by your engineers.  


 
We can now see how the individual users are responding to your surveys and what your staff thinks about servicing this particular contact. In this example, one of the users is more difficult to work with. To rectify this situation, you can view why does this contact dislike your service and try to apply extra care in the next interaction with Sandra. By utilizing this information, you will not only get to a better understanding of your clients but maintain a good reputation across all of your clients which may lead to future business, referrals, etc. down the road.