Terms and Definitions

For clients running multiple survey programs through SERVICE 800, this drop-down menu provides a quick method to move between individual program results.

A menu providing a quick method to modify the date range reflected in the reports you are viewing.

On participating programs, this menu includes access to your organizations QuickView, NPS, CLI or custom dashboard.

This menu includes standard eSMART reports, such as the Ratings by Category chart and Program Summary.

Report tools to help further analyze your results such as; creating comparisons, identifying key performers and correlation analysis.

A menu including options to change the report you are viewing or export and save them to a file.

Stores any reports you saved as a favorite from the Project History tab, allowing you access to the reports without the work of recreating them.

Displays the reports created during all online sessions.

Provides options to modify the chart from displaying results an average to displaying a percentage, or percentages, of specific ratings.

A one-click option used to adjust your chart scale to +/- 10% of the highest/lowest score. This feature provides an easy way to notice even the smallest fluctuations.

An option to switch between displaying the Standard Chart Summary and the Trend Summary. Switching to the Trend Summary will display not only the results for the date range you have selected but also Year to Date (YTD) and Rolling 12-months statistics as well.

Displays the detail of the individual calls reflected on the chart/page being viewed in a formatted manner.

This option provides a quick method of locating specific survey records within your report.

An option used to either view or export records creating the specific chart/drill-down being viewed.

An option that automatically generates a spreadsheet-style report of the detail shown below the chart image.

A feature used to create a PDF file for the report you are viewing.

An option (displayed in the upper right-hand corner of the chart/report) used to print the report being viewed.

A one-click option (displayed in the upper right-hand corner of the chart/report) used to email a report to a co-worker as well as space to add your own comments/notes.

Denotes the exact number of ratings behind the displayed average or percentage on a chart or table. The (n) number is updated to reflect each drill-down and category being viewed.

Displays the programs' comprehensive (combined) average/score for the category selected allowing for an easy comparison of each drill-down element to the combined average.

Selecting Clear Favorites will remove all reports from Project Favorites, but you will be able to still see them in Project History.

Resets 'Project History' and 'Project Favorites' by removing all reports/charts that have been created or saved as favorites.

Consists of any one of the following three conditions being met:

1. Conversation with the contact
2. 3 documented, but unsuccessful, attempts to reach a contact
3. Problem Phone Number being detected

*Please note: Some organizations contract SERVICE 800 to make more than 3 attempts before considering a record to be a completed. If you have questions, please contact your SERVICE 800 Account Manager for assistance.

The contact is the individual to be reached by phone or email and invited to complete a follow-up survey.

SERVICE 800 has reached the contact provided and have obtained at least one comment or rating from that contact. Conversations may be further defined by your current Service Agreement.

A menu option used to create side-by-side comparisons of two or more elements.

A feature found on the Drill-Down Menu used to create a Program Summary that includes only the results for the element you selected when prompting the menu to appear.

A feature found on the Drill-Down Menu used to trend results over time.

This refers to survey activity that took place on a specific day(s), regardless of the Report Period(s) the results were assigned to. Daily Activity dates reflect the last day the survey record was updated by SERVICE 800.

A feature found on the Drill-Down Menu used to create a chart that includes all rated categories for the element you selected when prompting the menu to appear.

By clicking on one of the charted categories; the Drill-Down Menu will be displayed. From here you are provided with several options allowing you to 'drill down' into your results.

At times organizations supply multiple records for the same contact within a single file provided to SERVICE 800 for calling/emailing purposes. To limit the number of calls/emails to the same contact, SERVICE 800 removes the duplicated records.

Expedited details of an urgent customer situation to the appropriate manager usually within four business hours of the conversation. There are three types of Hot Sheets:

• Contact Requested: Refers to the response of a 'Yes' captured to the question "Would you like someone to alert a manager to your situation?' or similar variation.
• Caller Reported: The SERVICE 800 caller noted comments they determined your organization needs to be aware of regardless of the contacts response to the Hot Sheet question.
• Automatic Hot: Your organization has set criteria to automatically determine when a Hot Sheet is generated. Common example: A rating of a 1 or 2 is provided.

*Please note: A Hot Sheet is generated when one, or more, of the above is true.

This report feature guides you through 5 quick steps to easily locate your organization's key performers. Begin by setting the criteria to base your search on and quickly create a report highlighting the groups, products or individuals that stand out from the rest.

This option inserts the industry benchmark values into the chart for comparison purposes. Benchmark results are available only to clients actively participating in one of SERVICE 800's many industry benchmark programs.

This option provides a method to insert notes and/or categorize the records included in your report. Possible uses for this feature include tracking progress made when following up with customers requesting further assistance (Hot Sheets) or including comments/missing details that may be useful to co-workers also using the results.

SERVICE 800 callers were unable to have a conversation with a survey contact due to an invalid phone number and/or contact name provided.

Instances where the SERVICE 800 was directed to a different person and/or phone number to complete the survey. This report includes both the original information provided by your organization and the information updated by the SERVICE 800 caller.

This group of records refers to the portion of Completed Calls where:

1. 3 (or more) unsuccessful attempts were made to reach the contact — OR
2. Other criteria was met that removed it from having further attempts made

This category includes records that were unusable for a variety of reasons other than those listed above. Examples include:

1. Missing or incomplete phone numbers
2. Client specific requirement to remove records
3. Invalid formatting

Records supplied by your organization that could not be used due to a previous request by the contact to be taken off the call/email list.

A summary of account activity during the time frame selected.

A dashboard displaying your organizations key measurements on one screen with an easy-to-use drill-down option. *May also be emailed on a scheduled basis. Ask your SERVICE 800 Account Manager for more details.

This commonly used report, and often times the initial one displayed when entering eSMART, displays the rated survey responses collected.

The total number of records SERVICE 800 has received for your program during this reporting period.

Selecting Remove will remove a specific report from Project Favorites. You will be able to still see the report in Project History.

Your organization provides SERVICE 800 contact information on a set schedule (typically once per week). Each file received is tagged with a specific Report Period (month and year) that is used for survey targeting and industry benchmark generation purposes.

*Please note that Report Periods do not follow strict calendar cut-off dates unless your organization has set up a custom routine to do so.

This report displays the contacts that requested to be added to the permanent skip list in the future.

This feature generates a correlation analysis displaying the relationship between two sets of data, that when one changes, the other is likely to make a corresponding change. If the changes are in the same direction, then there is a positive correlation (represented by a positive value). If it is in the opposite direction, then it is a negative correlation (represented by a negative value).

The closer the correlation value is to either -1 or 1, the stronger the correlation between the variables. A strong correlation value DOES NOT necessarily mean there is a 'cause and effect' relationship.

Stores any reports you saved as a favorite from the Project History tab, allowing you access to the reports without the work of recreating them.

Returns to the combined top-level results in order to begin a new drill-down sequence.

A section of reports used to summarize your organization's closed-ended questions (such as YES/NO/UNSURE or EXCEEDS/MEETS/DOES NOT MEET).

Your organization has determined a period of time that must elapse before a call/email can be made to a contact that recently provided feedback. This is performed to avoid over-sampling or becoming an annoyance to your contacts. Each project determines their number of days to be used (commonly used are 30, 60 or 90 days).

The number of records supplied by your organization that were usable for calling/emailing. Records are determined to be usable after the Permanent Skip, Skip, Duplication and other various custom verifications have been performed.

Records supplied by your organization but were unusable as the Contact was recently surveyed.

Records that had a web survey invitation or reminder message emailed but were returned as undeliverable.

The phone number that was found to be no longer in service.

The phone number does not reach a phone line, fax only.

The person does not have an office or regular hours at this location (one-time contractors, temporary employees, etc).

The phone number reached an incorrect location or was not a valid phone number.

The phone number reached a pager.

The contact's name was not recognized.

The record was excluded from survey use during the import process as it included a phone number that did not include the necessary number of digits to allow it to be authenticated.

The record was excluded from survey use during the import process as it was found to include an invalid or missing area code.

The record was excluded from survey use during the import process as it was found to include an invalid or missing country code.

The record was excluded from survey use during the import process as it included a phone number that is not registered or is no longer in service.

The record was excluded from survey use during the import process as it was found to include an invalid character in the phone number field.

Email supplied was invalid/could not be used and was detected during the import process.

A record successfully imported by SERVICE 800 but does not contain a value matching it to a calling target.

The contact requested the caller to try back at a later time.

The contact is an employee of the same company contracting to perform the survey.

The contact was reached for comment and provided at least one rating or comment.

Same as a Conversation Status except after capturing at least one rating or comment the contact was unable or unwilling to complete the remainder of the survey.

When SERVICE 800 imported the latest file provided by your organization, this record was deactivated as the contact's information was matched to a newer record supplied. The most recently supplied record is used to provide the contact a better chance of recalling the service event.

Records not used as they were found to be duplicated within the same file supplied by your organization.

A SERVICE 800 Rep determined the a survey contact was supplied twice but went undetected during the import process. This may occur when customers have multiple service events but their personal information is entered differently each time (such as 'Jon' and 'John').

A web survey invite that was returned as undeliverable to the email address provided.

Records that made it through the import process but were not placed into production. This occurs when high volumes of records are supplied to achieve a small survey target. If needed, but only during the appropriate survey timeframe, this record may be placed into production if targets are not able to be met.

Records that had a web survey invitation or reminder message emailed but have been shut off/closed after a predetermined amount of time has elapsed.

The contact clicked on the web survey invitation link but was either unwilling, or unable to (due to internet security settings) complete the survey.

An Excess Usable Record that has moved beyond the allowable timeframe in which it can be released for surveying.

A program utilizing both phone and web surveys is given the term 'hybrid'. A status of Hybrid Shutoff signals the record was closed after one of the collection methods was successful at completing a survey.

A record caught in-between Status designations at the time the daily back-up took place.

During a conversation with a customer, the phone connection was disconnected due to an interruption to the service. Any feedback that may, or may not, have been provided cannot be validated and therefore withheld from reporting.

Some organizations request that specific questions contain responses in order to count towards a calling target or goal. In those cases, Conversations containing a response to targeted question(s) are marked as an Interview.

Same as an Interview Status except after capturing a response to the required question(s) the contact was unable or unwilling to complete the remainder of the survey.

The contact was reached but did not speak the language designated by the information provided.

Records where the final calling attempt reached voice mail.

Please note: Callers only leave voice mail messages when instructed to do so by your organization. The notation for this status is identical if a message was left or not.

Records removed during the import process based on a request or requirement set by your organization.

Records marked as a Completed Call after the maximum number of unsuccessful calling attempts were made to reach the contact. Usually 3 attempts are made but specific programs may require more.

The phone number dialed successfully but no one answered the phone.

During the survey process, the contact requested not to be contacted in the future.

Records supplied by your organization but were unusable as they contained information matching contacts found on the Permanent Skip List.

The phone number provided does not accept, or blocks, unknown phone numbers.

The caller reached the contact's voice mail.

A record that (potentially) has usable information but has yet to be used. Records may stay at this status if/when excess records are provided to hit a target.

A contact requested not to take, or skip, the survey this one time.

The SERVICE 800 Caller temporarily skipped the record to have it return in a predetermined period of time (typically 30 minutes).