1. © RightNow Technologies, Inc. Measuring and Analyzing Feedback Results Expert Seminar Susie Boyer, RightNow Product Manager Aaron Schubert, RightNow Development Manager Rob Nash, RightNow Solution Center Consultant Mark Strong, RightNow Training Specialist Presenters: September 1, 2010

2. Agenda Feedback reporting breakdown Best practices for using Topic Monitoring 2009 benchmarks Answer questions posed on registration site Answer other questions Other Resources

3. Survey Aspects What comprises a survey??? Questionnaire Each page in the questionnaire is analogous to a document in the system. The questionnaire can contain survey questions, conditional sections, merge fields, merge reports, tracked links, as well as any html content. Flow The flow describes the business rules that are defined which evaluate decisions and execute triggered actions. The flow effectively defines the way a user moves throughout the system. Mailing (NA for website link survey) Invitation message: Email message delivered to the contact which contains a link to the survey. Also represented as a document in the system. Audience: Combination of segments and lists create the audience for a survey.

4. Survey Is Live… What Next? Naturally we need to analyze results Flow is the key The survey results are all tied to the flow. This allows for the added benefit of utilizing survey questions in any item that contains a flow (currently used by campaigns as well). Below example is the data set from the Survey Responses By Question canned report

5. Analyze Results I Flow is the key. Flows -> flow2question Flow2question -> questions questions: Only included to retrieve question names flow2question: This table serves as a mapping for all questions in the survey. It is included for the purpose of ordering the results

6. Analyze Results II question_sessions: Contains summary data for all survey submissions. Also stores reference to survey trigger. Flow is still the key I f flows are so important, why is the surveys table in the dataset? question_responses: Contains response data for each question answered in the session.

7. Analyze Results III question_choices/rows: The main purpose is to show the text associated with each question choice/row. Why all the outer joins? Question_choices Only applicable for choice type questions Question_rows Only applicable for matrix type questions Contacts Only applicable for recognized survey takers

8. Best Practices for Using Topic Monitoring Topic Monitoring Best Practices Cluster on its own to see how the system would cluster without manual editing of themes Drill down into those results and read some of the Answers to see if any themes stand out See if there are some keywords that would be better on the Stop word list (like in our example we did the word "RightNow" made sense to be on the Stop word list) Edit the Themes and re-cluster It may take several reiterations of editing themes to get to a point where the results are clustered sensibly At first the system cluster may not make too much sense but after look at some of the answers – themes start to show and then when you create your manual themes it really falls into place.

9. Average Response Rates Across Hosted Customers in 2009

10. © RightNow Technologies, Inc. Questions

11. Questions from Event page I had a question around scoring strategy. Is there a best practice around how to score your surveys rather than arbitrarily assigning succeeding values to answer options? Right now we have improvised a way in that negative feedback is scored greatly above positive feedback so that we can break out those surveys to address.

12. Questions from Event page In a report I'm trying to build, I've been unable to break down our survey results data into monthly time segments. I'm basically using the out of the box 'Transactional Survey Summary' report located within the following location: Public Reports > Feedback > Survey Performance I need to figure out how many surveys were sent/delivered and how many of those surveys were completed on the same report. Is this possible?

13. Continued from last Question From Forum: http://communities.rightnow.com/posts/8f02093da5 http://communities.rightnow.com/posts/8f02093da5

14. Other Questions What could cause the stats from the out-of- the-box reports to be different from my custom report??

15. Other Questions How can I report on survey results for the agent that was assigned the incident when the survey was actually sent?

16. © RightNow Technologies, Inc. Other Questions

17. © RightNow Technologies, Inc. Other Resources

18. RightNow Guide: How Improve Survey Participation by Leveraging Best Practices (on website under whitepapers)How Improve Survey Participation by Leveraging Best Practices RightNow Guide: 2009 RightNow Feedback Customer Benchmark Report (ask your Client Success Manager to review this document with you) RightNow Guide: Creating Your Voice of the Customer Using RightNow (available starting September 1 st on website and at the User Conference)Creating Your Voice of the Customer Using RightNow RightNow Library - http://community.rightnow.com/customer/library/presentations/http://community.rightnow.com/customer/library/presentations/ Advanced Feedback (Summit 2008 Presentation) Designing Programs that say “We Heard You” – Web Surveys (Summit 2008 Presentation) Best Practices of RightNow Feedback (Summit 2009 Presentation) Listen to Your Customers: Feedback 101 (Summit 2009 Presentation) RightNow CX Feedback and Analytics Documentation RightNow Customer Care Your RightNow Customer Success Manager

19. Other Analytics Resources Review past Expert Seminar: Gain performance & scalability with RightNow AnalyticsGain performance & scalability with RightNow Analytics RightNow Guide: How to Improve Reporting PerformanceHow to Improve Reporting Performance Advanced RightNow Analytics presentation from 2009 RightNow Summit Customer Community > Library > Presentations > 2009 RightNow North America User Conference > Power Users Customer Community > Library > Presentations > 2009 RightNow North America User Conference > Power Users > Advanced Analytics Answers on RightNow Support Site:RightNow Support Site Answer ID #2380 “Improving performance of reports and console view” Answer ID #2817 “Operational vs. reporting database in RightNow Analytics” Answer ID #2776 “Common questions regarding queued reports” Answer ID #2149 “Receiving a message “Query processes too much data” Answer ID #2223 “Analytics Error: Data Set has exceeded maximum size” Answer ID #1266 “Impact of indexing a custom field” Answer ID #1839 “Types of table joins used with reports and views” Answer ID #2844 “Using the report analyzer with custom reports”

20. © RightNow Technologies, Inc. Thank You