eSMART Information
Getting the most from your results ...and time
Each section below matches a menu on the Reports screen. Short demonstration videos open in a new tab.
Overview — All Programs
Open the Overview from the nav bar. It combines every program you belong to: the Net Promoter Score (Promoters minus Detractors across all 0–10 answers), trended by month or by quarter, followed by the average score of every rated question with its own trend.
The page has a tab per section — Open Hot Sheets (the same table as the Open Hot Sheets screen, with Reassign and Close; the page opens on it when your programs use hot sheets), Net Promoter Score, By program and Question scores. The NPS panel follows the NPS report: the score sits on the −100…100 rail and takes its colour from it, red through amber to green, as do the dots on the trend charts. Hover a dot to see its figures; the dashed line on the NPS and question trend charts is the straight-line trend over the period, and the note under each chart says how fast it is rising or falling. Click a column heading in the NPS or By program table to sort it (click again to reverse, a third time to return to the default order). Use Period to look at this year, the last 12, 24 or 36 months, or the last 5 or 10 years, Monthly / Quarterly to change the grain of the trend, and Program to look at a single touchpoint. Filter by lists the drill-down columns your programs share — Region or Country, for example — and Value narrows every figure to one value; programs whose survey doesn't carry that column are set aside and named while the filter is on.
Programs are combined when they ask the same question, with the same wording, on the same scale; differently worded questions stay separate until they are standardised. Your data permissions apply throughout, so a limited view shows its own data set. Program reports opens the per-program reports.
Helpful Hints
Are you new to eSMART and unsure where to get started?
Watch this video highlighting how to best navigate eSMART options and features. It's short but well worth your time...we promise.
Afterwards, feel free to select from any one of the below videos. They cover eSMART basics as well as commonly asked questions.
Q: My organization would like a more detailed walk-through of our results. Does SERVICE 800 offer this level of assistance?
A: Yes. Contact your SERVICE 800 Account Managers at 1-833-415-3324. They are available to help ensure your team is utilizing all that eSMART has to offer. Training is normally conducted online and can be completed in just one hour.
Select Program
First of all...thank you!
If you are interested in using this feature there is a good chance your organization has more than one SERVICE 800 survey program active. If so, we greatly appreciate you selecting SERVICE 800 as your survey provider of choice.
This option allows you to quickly and easily jump between different survey programs. Select Program lists every program you can access; type part of a program name, client or code, or a program ID, in the search box to narrow the list, then pick the program you are interested in and click Display Report.
Q: My organization is running a survey with SERVICE 800 but I do not see it listed. How do I access the report?
A: For security and consistency reasons, SERVICE 800 is not authorized to make updates to access lists without a direct request from the program sponsor. If you are unaware who this person is within your organization, please contact your SERVICE 800 Account Manager at 1-833-415-3324. They will be happy to pass along your request to the right individual to make the update.
Q: Am I able to change the default report I see when I initially log into eSMART?
A: Yes. You may either contact your SERVICE 800 Account Manager at 1-833-415-3324 or submit a request to eSMART Support.
Set Date Range
A single occurrence does not make a trend.
Sounds like the opening line to a statistics text book but it is good to keep in mind. It is easy to get caught up in a single event and forget to look around at what else is going on.
The 'Report Period' option will display all results tagged to be included within a specific period for reporting purposes. Some results may have been collected during the preceding or trailing months so please note when the interview 'began' and 'ended on' when using the 'Report Period' option. Report Periods are picked by month and year: the range runs from the first of the From month to the end of the To month.
The 'Daily Survey Activity' option allows the user to limit their view to program activity on specific days regardless of the report period; pick the From and To dates by month, day and year.
Until you set a range, each program opens on 1 January of the current year — or on the program's first results if it began later — and runs to today; a program with no results this year opens on its last year of data. Once you set a range with Set Date Range, it stays as it is when you switch programs, so you can compare programs over the same period. Choosing a start date before a program began is fine: the report simply starts where the results do.
Q: Our organization provides SERVICE 800 a single file containing contact information once a week. How are Report Periods assigned to individual records?
A: SERVICE 800 tags each file received in a specific Report Period. This designation is used for targeting, benchmark and billing purposes. Due to this, your organization's survey dates most likely will not start and stop on strict calendar month-end cut-offs.
Dashboard Reports
Dashboards are a great way to quickly view the exact information your organization relies on. They provide SERVICE 800 clients the flexibility to insert a chart, image or custom calculation specific to your organization that is not otherwise available through the use of standard eSMART report tool features.
Examples include SERVICE 800's QuickView Dashboard, Customer Loyalty Index (CLI) or Net Promoter Score (NPS) reports.
Q: How do I access my dashboard report?
A: Click on the link displayed under the Dashboard Reports menu. Since dashboards are unique to each client program, you may have several or no dashboards to select from.
Q: How do add a dashboard report to my program?
A: Contact your SERVICE 800 Account Manager at 1-833-415-3324. They will be happy to work with you to create the report you are looking for and discuss any associated fees.
Quick View Drill: on the Quick View dashboard, "Modify Quick View" lets you pick one of the groupings set up for your program and a single value; every section on the page then covers only those records, and you can keep drilling one grouping at a time.
Pre-defined Reports
If you are looking for your program's question-specific responses, congratulations! This is it.
This menu is separated into 3 sections. Each section is described below and includes a short video demonstration.
Rated Survey Response: Ratings by Category
This report displays the feedback to your program's rated (numeric) survey questions.
Overview: Program Summary
This is one of the most frequently used reports in eSMART, and the page eSMART opens on after you sign in. The Program Summary provides a break-down of survey activity during the timeframe you have selected. Use this report to quickly export records/results. Click any number to see the records behind it in a table you can search and sort, and download them as CSV or Excel from there. Use Filter by and Value above the counts to narrow every number to one value of a column such as Country — the records and downloads behind each number follow the same filter.
Q: Can I narrow my Program Summary to display counts/results for a specific product or even a single technician?
A: Yes. By creating a Drill-Down/Custom Program Summary, you are able to view the details based on specific regions, products, technicians, etc. Watch the video to see how.
Summary Reports: (AKA Summary Style Reports)
This series of reports allows quick analysis of your surveys closed-ended questions. Examples of closed-ended survey questions include responses of a 'Yes/No/Unsure' or 'Better Than/Same As/Worse Than'.
Drilling down
Q: How do I drill into a report for more detail?
A: Using your mouse, click on any one of the rating bars to display the Drill-Down menu. Select the element you would like to see the rating you have selected broken apart by using the elements shown on the left-hand side of the Drill-Down menu.
The chart then shows one bar per value of that element, scored on the rating you clicked; click a value to make it part of your current selection. From the Drill-Down menu you can also display all categories, create a Trend Chart or a Program Summary for the current selection, and start a new drill-down path at any time. Your current selections are shown above every report until you start over.
On a summary report, clicking an answer offers to drill down on that answer, to view the records behind it, or to export them.
Analysis Tools
Without a little digging, the world may never have discovered oil, gold...or potatoes. And who doesn't like having a few chips?
The features listed below provide insight into your results by going a bit further. Similar to Pre-Defined Reports, this menu is separated into sections. Each section is described below and includes a short video demonstration on using the feature.
Create a Comparison:
Use this option to generate a side-by-side comparison chart of two or more elements.
Q: Is this feature able to show me a 'combined' score for the elements I have selected?
A: Yes. In fact, you may also include the overall program score in your results to provide a complete picture. Watch the short video for more details.
Identify Key Performers:
This feature provides a few easy steps to 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.
Hint: This feature should be at the top of your 'most used' list. It's that good.
Run a Correlation Analysis:
Correlations describes the relationship between two sets of data, that when one changes, the other is likely to make a corresponding change.
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 an 'cause-and-effect' relationship.
Locate Specific Records:
Also available as one of the icon shortcuts, use this option to quickly locate a record (or records) contained in your results. This can be a useful feature when attempting to close a Hot Sheet or listen to a recorded survey.
Insert a Benchmark:
Insert a Benchmark is not available on this site yet.
Compare yourself to yourself and you will look good. Compare yourself to an industry of peers and you may look like a rock star.
Is your organization participating in an industry benchmark? If so, use this option to insert industry benchmark average(s) into your report for comparison purposes.
*Available only on programs that are enrolled in one of SERVICE 800's many industry benchmarks.
Insert NPS® Benchmark
Q. How do I add an NPS® Benchmark report to my program?
A. Click on Dashboard Reports, then NPS® Rating. While you are on this page, click on Analysis Tools, then Insert NPS® Benchmark. There is a legend to explain the lines and bars.
Custom Dashboards
Custom dashboards are interactive dashboards built for your program by SERVICE 800 — charts, gauges, grids and filters over your survey data. Published dashboards appear under Dashboard Reports → Custom Dashboards and open in the dashboard viewer, where you can filter, hover for values and export what you see.
Q: How do I change a dashboard or request a new one?
A: Contact your SERVICE 800 Account Manager at 1-833-415-3324 or submit a request to eSMART Support. Dashboards are designed and published by SERVICE 800; this site shows the published version.
Display/Export Tools
Do you need to prepare for a presentation or share the great results with a co-worker? Use the features listed below to extract the reports you are interested in.
Rating Display Options - Avg / %:
Modify your chart to display results either as an average or a percentage(s) of specific ratings.
Auto-Reduce Chart Scale:
Automatically reduce the chart scale to make variances more easily recognizable. This is a great option to use when creating presentation material.
Chart Summary Options:
Switch between the Standard Chart Summary and the Trend Summary. While both the Standard Chart Summary and the Trend Summary display the results represented in the chart, the Trend Summary also includes Year-to-Date (YTD) and Rolling 12-month results.
Export Chart Summary:
Download the Standard Chart Summary as a CSV or Excel file. The Trend Summary is not included in the export.
View all records behind this page:
This option generates an easy-to-read layout of your results. Each record will include your organization's information in the upper portion as well as the contact's feedback in the lower portion.
When applicable, Data Detail also offers the call recording and the Post-Survey Comments/Categories for each record.
Listen to Recording — when your account has access to voice recordings and your program allows them, Data Detail shows a Listen to Recording button for calls that could have been recorded. Click it to play the call in the panel; Download saves it as an audio file. If no recording is stored for the call, or the contact asked not to be recorded, the panel says so. Ask your eSMART administrator if you need access to recordings.
View Transcript — for programs with call transcripts, Data Detail shows a View Transcript button when the call could have been recorded. It opens the call transcript from Dialpad in a popup: Service 800 staff appear as "S800" and the person called by their name, each line with its time into the call. Each transcript is shown in the language Dialpad transcribed the call in (set in Dialpad for the line or contact); it is not translated. If Dialpad has no saved call for the conversation, the popup says so.
Download or copy a transcript — when your account has access to voice recordings, the transcript popup also offers Download .txt, Download .json and Copy. Mask personal details (recommended) is ticked every time the popup opens: e-mail addresses, phone numbers, card, account and other long numbers, street addresses and postal codes, spelled-out words and the names people give when they introduce themselves are replaced by markers such as [PHONE] and [NAME]. Masking is automatic, so it can miss details — names mentioned in passing usually remain, and so do numbers said with "ten" or in hundreds — and it can occasionally mask a little too much; dates, times, prices, ratings and short numbers are kept. In these files the speakers are "Agent" (Service 800) and "Customer", never names. Untick the box only when you need the details as spoken: the file name then says UNMASKED, so handle it as confidential. Ask your eSMART administrator if you need access to voice recordings.
Export transcripts — on the All Records page (View all records behind this page), Export transcripts… builds one zip file of the call transcripts for the records shown: the current program, date range, drill-down and Locate Specific Records search (the grid's search box isn't applied). One export can include up to 5,000 calls, and you can start 5 exports covering up to 10,000 calls in any 24 hours, one at a time. The zip holds transcripts.jsonl (one call per line, ready for AI tools), a readable .txt for each call if you ask for one, skipped.csv (the calls without a transcript, and why), and a README that explains the fields and the masking. Survey answers — ratings, NPS, the hot-sheet flag and comments — are included, with comments masked like the transcript; the contact's name, phone, e-mail and address fields never are. The export runs in the background: follow it on the Transcript Exports page (Display/Export Tools → Call transcript exports, or your account menu), where you can download, cancel, run again or delete it. Each download is kept for 7 days after the export finishes, then deleted. Nothing is e-mailed. Exports need the same voice recordings access.
Export all records behind this page:
Download every record behind your report as a CSV or Excel file. The file includes your program's standard export columns that your account is allowed to see.
Print Report:
This feature allows an easy way to print the report displayed on the screen.
Email Report:
This feature provides an easy way to share the report you are viewing with up to 6 co-workers at one time.
Open Hot Sheets — All Programs
New on this site. Hot sheets are the alerts a survey raises when a customer needs a follow-up. Until now each one had to be closed from its own Data Detail, one program at a time.
Open Hot Sheets (Pre-defined Reports → Hot Sheets/Alert Tracking) lists every open hot sheet across all of your programs that use them: program, Call Data ID, ticket, company, contact, interview date, when the hot sheet was raised, its reminder status and how many days it has been open. Search, sort, or filter to one program; Details opens the full record.
Tick the rows you have dealt with — or the box in the header to tick every row shown — and press Close selected hot sheets. Each one is closed as of now, credited to your login, with the hours it stayed open (the figure behind the "Time to Close Hot Sheets" summary reports). A hot sheet someone else closed in the meantime is reported as already closed. Closed hot sheets can't be reopened from eSMART — contact SERVICE 800 if one was closed by mistake.
You only see hot sheets on records you are allowed to see, and only for programs with hot-sheet reminders switched on.
Hot Sheet Closure Stats (Hot Sheets/Alert Tracking → Hot Sheet Closure Stats) shows, across the same programs, how many hot sheets are open and overdue right now and the oldest one, then by month raised: how many were raised, how many closed within the target you pick (the standard time-to-close buckets), how many closed only after the final reminder, and how many are still open. The "Owner" column shows who is responsible — the person the hot-sheet e-mail went to, or whoever it was reassigned to — and the "By owner" table on the statistics page rolls the counts up the same way. Tick hot sheets and press Reassign selected to hand them to any e-mail address (the program's hot-sheet contacts are suggested as you type); the new owner can be e-mailed the details in the same step. The "Closed by" table shows who has been closing them. Pick a period, a target and a program at the top.
When you close hot sheets from one program you can record a root-cause category and a note at the same time; they are saved on every selected record exactly as Save Notes on the Data Detail panel would. On the Data Detail panel, Email Details sends the record to colleagues and Save Details downloads it as an Excel file.
Project Favorites
You have already created and saved your reports. Why work harder than you need to?
Use this feature to access your favorite reports. You will see any reports marked as Save as Favorite from the Project History tab. Selecting Clear Favorites from this tab will remove the report from Project Favorites, but you will be able to still see it in Project History.
Project History
Think of it as your personal eSMART GPS. This feature keeps track of the reports you have generated during all of your online sessions.
By clicking Clear History, you will remove report(s) from the Project History and Project Favorites tabs. Please use this option with caution. If you click on Remove for a specific report in this list, it will also remove it from Project History and Project Favorites.
Q: How do I move back to a report I was previously viewing?
A: Simply locate the report you are interested in on the list and click 'Display'. At this point you may drill down, change the date range, etc. just as you were able to do when the report was originally created.
Q: How do I save my reports to make them available to me at a later date?
A: Once you have created a report, you can save it for future use. Click on Project History to see the list of recent reports, click on Save as Favorite to save the report under Project Favorites. You can then click on Display to pull up the report.