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Avid Reports Survey Explorer
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Table of Contents Table of Contents ................................................................................................ 2
Overview ................................................................................................................. 4
Gaining Access ..................................................................................................... 5
Survey Explorer Features .................................................................................. 6
Report Parameters .............................................................................................................................. 6
Survey Study ............................................................................................................................... 6
Divisions/Communities ....................................................................................................... 6
Time Period .................................................................................................................................. 7
Drill Down ...................................................................................................................................... 8
Update Report ............................................................................................................................ 8
Application Toolbar ............................................................................................................................. 9
Email ................................................................................................................................................. 9
Print to PDF .................................................................................................................................. 9
Help ................................................................................................................................................... 9
Survey Categorization Distribution Chart ...................................................................................10
Standard Category View ...................................................................................................10
Advanced Category View .................................................................................................10
Additional Filters ............................................................................................... 11
Standard Category View ..................................................................................................................11
Referral Potential Categorization ...............................................................................11
Alerts ..............................................................................................................................................11
Comments ..................................................................................................................................11
Facebook & Twitter ...............................................................................................................11
Read ................................................................................................................................................12
Advanced Category View .................................................................................................................12
Sub-Categorization ...............................................................................................................12
Search Question Responses ..........................................................................................................13
Search Terms Tips & Tricks .............................................................................................................14
Display Options ..................................................................................................................................15
Question .......................................................................................................................................15
Scoring Method .......................................................................................................................15
Sorting ...........................................................................................................................................15
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The Survey List ................................................................................................... 16
Add Employee Comments ...............................................................................................................17
Post to Facebook or Post to Twitter ............................................................................................18
View Post History ...............................................................................................................................23
Toolbar ..................................................................................................................................................24
Paged Reports .........................................................................................................................24
Continuous Reports .............................................................................................................24
Data Export ................................................................................................................................24
Page Navigation .....................................................................................................................24
Views .....................................................................................................................................................25
Single Survey View ...............................................................................................................25
Paged Reports .........................................................................................................................26
Continuous Reports .............................................................................................................27
Export .............................................................................................................................................28
Survey Categorizations ....................................................................................................................29
Customer Family ....................................................................................................................29
Sales Prospect Family ........................................................................................................30
Employee Family ....................................................................................................................31
Trade Family ..............................................................................................................................31
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Overview The Survey Explorer application allows you to analyze individual survey results. It has two modes of
operation: a standard mode that displays the most commonly requested data and an advanced
mode that provides additional filtering options.
Survey Explorer is comprised of multiple parts:
1. Report Parameters, used to define the
criteria for generating your report. In Drill-
Down mode, the report parameters section
provides additional filtering options.
2. Survey Categorization Distribution
Chart, which provides a quick visual
overview of the number of surveys that fall
within each category, based on the
Referral Potential. A general
chart that includes alerts is created in
Standard Category View, and a more
detailed chart is created in Advanced
Category View.
3. Additional Filters, located above the
Survey List, allow you to further refine the
filtering options of the Survey List. Specific
filtering options will depend on whether
Survey Explorer is in Standard or Advanced
Category View.
4. Question and Sorting Options, located
above the Survey List, allow you to specify
the survey question you would like to
focus on in your report along with various
sorting options.
5. Survey List, which provides a concise
view of all retrieved surveys based on the
report parameters, any additional filters, and
question and sorting options.
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Gaining Access Once you have logged into AVID Reports, you can access the Survey Explorer program from the
Reports Menu of the AVID Reports homepage by selecting:
Reports Menu >> Survey Explorer
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Survey Explorer Features
Report Parameters This section contains the controls you will use to define your report.
The search parameters available are:
Survey Study
This drop-down menu displays the list
of survey studies available for the
divisions selected.
Divisions/Communities
This section allows you to home in on
the divisions and communities of your
Clicking on a triangle next to a
checkbox will expand or collapse the
list of subcategories, allowing you to
further define your report results. All
divisions or communities are
automatically selected when you start,
as indicated by the checkmarks.
Simply click on a box to select or
deselect the division or community.
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Time Period
Time periods can be selected by using
either named time periods (such as
Last 30 Days) or actual specific date
ranges. The named time period
selector, located on the Time Period
tab, only allows the selection of a time
period based on either Receipt Date
or Closing Date, but not both. The
specific time period selector, located
on the Specific Dates tab, allows
specific date ranges on Receipt Date,
Closing Date, or both simultaneously
(e.g., surveys received June 1 June 30
for closings March 1 March 31).
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Drill Down
Selecting this checkbox will reveal
additional filtering options based on
fields defined for your divisions. You
can choose which aspect of your
organization to drill down by, as well
as select additional filtering options
based on that aspect. In the example
to the right, the user has chosen to
drill down by Model, and then by Tri-
Level and Two Story homes. The
report will only return surveys where
the model is tri-level or two story.
Note: You can only view data from
one division at a time when this box is
checked.
Update Report
Once all parameters have been
chosen you may run your report by
clicking on the Update Report button.
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Application Toolbar The Application Toolbar is located immediately below the Report Parameters section of the
application. The toolbar performs the functions described below.
This option allows you to send other users in your organization a deep link to the report you are
currently viewing.
Note: This does not email the data itself; rather, it sends a link to the report you are currently
viewing. When other users click on the link assuming they have the appropriate security rights to
the data in AVID Reports they will be presented with the same report using the same parameters
you were viewing when you emailed the link.
Print to PDF
This option allows you to generate a PDF version of the chart you are currently viewing.
Help
This option brings up help documentation for this application.
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Survey Categorization Distribution Chart The survey categorization distribution chart provides a quick view of the number of surveys that fall
Referral Potential.
Standard Category View
Standard Category View offers a general chart that includes alerts along with the primary survey
categorizations.
Advanced Category View
Advanced Category View offers a more detailed chart, with subcategories for the different types of
respondents. For example, for a Referral Potential type survey program, the Promoters category will
be further broken down into Avid Fan, Satisfied Promoter and Borderline Promoter). You can switch
between Advanced Category View and Standard Category View by using the Advanced Category
View checkbox just above the chart on the left hand side.
Note: The frequency distribution chart can be collapsed/expanded
at any time by using the panel collapse/expand indicator on the
right of the chart title bar.
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Additional Filters You can further restrict the list of surveys in the survey list by using additional filters, which differ
whether you are working in Standard or Advanced Category View (as described in the previous
section).
Every survey in our system is categorized according to rules that will differ from survey program to
survey program. In the examples below, the categorization is by Referral Potential type.
Standard Category View In standard category view, the following additional filters are available:
Referral Potential Categorization
Checking any of these category filters will restrict the survey list to the types selected.
Alerts
The survey list can be filtered based on whether an alert has been attached to the survey.
Comments
Survey Explorer allows users to attach comments to any survey. These comments are viewable by
you and any other employee in your company that has access to that particular survey. The filters
available here allow you to filter the survey list view to include or exclude surveys that contain
comments made by either yourself or any other user.
Facebook & Twitter
You can filter the list of surveys to show those that have been posted to Facebook or Twitter
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Read
You can mark surveys as Read or Unread. This flag is specific to you, so marking a survey as read in
the system will only mark the survey as read by you and not by any other user who has access to
that survey. This allows each user to flag surveys in a way that is useful and meaningful to him or her.
For example, one user may use the Read flag to indicate that follow-up must happen, while another
user may use the Read flag to indicate that no further action is required.
Advanced Category View In addition to the filters available in Standard category view, as described above, Advanced category
view offers the following additional filters:
Sub-Categorization
Advanced mode allows you to refine your search further by using detailed sub-categorizations. In
this example, each of the three main types of respondents is broken down into three, finely honed
sub-categories.
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Search Question Responses Use the Search Terms and Search button to search for text inside open-ended questions.
First select the question you wish to search by using the Search Question dropdown list.
Next, enter words you want to search for in the Search Terms textbox. See the Search Term Tips
and Tricks section below for help on maximizing your search criteria.
You can search for any or all of the terms you entered by selecting Any or All from the radio button
group.
Finally, press the Search button to filter your survey list so that it only contains surveys that have
terms you entered in the The search terms you entered will be
highlighted in orange in each question response.
To remove the search terms filter press the Clear button. Please note that the search criteria will
remain in effect until you click Clear.
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Search Terms Tips & Tricks
Below you will find important information to help you to maximize the search features in Survey
Explorer.
The search feature is not pure search like you find in word processing applications. Survey Explorer
uses indexed search. That is, it will not find everything you put into the Search Terms textbox.
Noise or Stop Words: A noise or stop word is a word that is too common and not useful
enough to be indexed and is ignored by the search engine. Words like a, the, is, of, and,
are not indexed by the engine and will be ignored.
It will not find substrings. If you search for the word ant it will only find comments with the
word ant. It will not find surveys with the word anteater.
It will search for what are called inflectional forms of words.
If you enter floor, it will find floor but it will also floors, flooring, and floored. Another
interesting example is best. It will return comments with bests, bested, besting, good,
better, best.
Currently inflectional forms of colour or centre and other Canadian spellings will not be
found. French inflectional forms are also not supported.
If you would rather not search for inflectional terms, use double quotes around your search
terms.
If you enter it will return only floor.
You can search for words next to each other by using double quotes.
If you enter . It will only find comments with bad and paint next to each other.
If you enter a noise word inside the quotes it will be ignored. Example: will only
return results with best.
You can search for more than one term at a time. Use the Any and All radio buttons to control how
multiple words are searched for.
If you want the comments with grass and landscape make sure the All radio button is
selected. You do not need to enter and into the search terms box, it is handled automatically.
If you want comments with or drywall or dry-wall or sheetrock or sheet-rock or
make sure the Any radio button is selected. You do not need to enter or into
the search terms box, it is handled automatically.
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Display Options You can specify additional display options using the selectors available immediately beneath the
Additional Filters area. These display options allow you to control which Question you would like to
focus on, as well as the sort criteria for the Survey List.
Question
The Question drop-
along with the surveys in the survey list. Basic statistics such as minimum, maximum, average, and
median scores for the selected question are also displayed.
Scoring Method
choose from the Raw Score (typically a 1-6 or 1-10 scale) or a Scaled Score (1-100 scale).
Sorting
The survey list can be sorted by various criteria selected in the Sort drop-down menu. Also, sorting
can be done in ascending or descending order by selecting the appropriate radio button.
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The Survey List The survey list appears at the bottom of the Survey Explorer page and includes all of the surveys
that match the report parameters and additional filters.
You can also view more detail about the categorization of a particular survey by clicking on the
categorization icon as shown below:
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Add Employee Comments Add an employee comment to a survey by clicking the Add Comment button. A new window will
appear on your screen. These are for confidential comments viewable only by your organization.
Type your comment in the box and click the Save button to save your comment. Now your comment
will be able to be seen by all of your Avid Reports users with access to this division.
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Post to Facebook or Post to Twitter Post an excerpt of a survey reponse to either Facebook or Twitter. Contact your Avid Reports user
administrator or client services for access to Facebook or Twitter. You may not have access to both
Facebook and Twitter. The process for posting to Facebook or Twitter is almost identical. Facebook
is provided as the example.
First select the question you want to post the response for.
; the default option.
Click the or button. A window will open up over the current
screen. Select the Facebook page or Twitter feed you want to post to using the dropdown.
It are a few ways
this can happen; for example, if you change your Facebook password. You will see the following
dialog if access has expired. Click the link to reauthorize Avid Reports to access your Facebook
account. A new window will open. Once they reauthorization is complete you can click the OK
button and try your post again.
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Select the Facebook page you want to post to. Most likely you do not want to post to a user page.
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Use the slider control to excerpt the response. Move the left control to change the beginning. Move the
right control to change the end. The orange highlight will change showing what you have selected.
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Alternately, use the two arrow buttons on the left to move the beginning. Use the two arrow button
on the right to control the ending.
Click the Preview button to see exactly what will be posted. Click Okay to return.
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Double-check to make sure you are posting to the correct page. Then click the Post to Facebook
button.
A dialog box will appear confirming your post once it is complete. Click the link to view the page the
response was posted to. Click OK to dismiss the dialog.
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View Post History Click the Facebook icon to view a history of posts for this survey.
A new window overlay will appear and show the history for this survey respondent.
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Toolbar
Paged Reports
Paged Reports allow
users to browse
individual surveys one at
a time in full detail.
These reports are
explained in detail in the
next sections.
Continuous Reports
Continuous Reports are
very similar to Paged
Reports. In these reports,
however, all of the
surveys are rendered to
your browser window
one after another. This
view is particularly useful
when you want to print
out selected data from all
your surveys. These
reports are explained in
detail in the next
sections.
Data Export
This feature allows
you to export your
data and work
with it in your own
spreadsheet
application. This
feature is
explained in detail
in the next
sections.
Page Navigation
To navigate through the
survey list pages, use
the buttons in the upper
right hand corner to
view the first, previous,
next or last page. The
current and total page
numbers are located on
this navigation bar.
Meanwhile, the total
number of surveys listed
appears directly above
this navigation bar.
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Views
Single Survey View
you are able to see the complete details of the survey, which is divided into the following sections:
Selector: You may use
the Show selectors
located at the top of the
page to quickly display or
hide the sections you are
interested in.
Respondent Details:
This section displays
contact information,
division, community,
model, sales rep, lender,
project super, etc.
Survey Responses:
This section displays
numerical responses to
questions on the survey.
Respondent Comments:
Text responses provided
by the survey respondent,
if appropriate.
Survey Categorization:
This graphic shows
where the respondent
falls on the loyalty matrix.
Employee Comments:
This section displays
employee comments. It
also includes a button for
adding your own
comments.
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Paged Reports
The paged survey view reports allows users to browse individual surveys one at a time in full detail.
You can access this mode by using the Paged Reports drop-down menu. Here you can choose to
view the entire survey or just one of the sections outlined in the previous section on single survey
view.
surveys by using the Previous and Next
his or her name from the Respondents drop-down menu.
In addition, you can change which sections of the survey to display as you are navigating between
surveys by using the Show checkboxes located to the right of the navigation controls.
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Continuous Reports
The continuous survey view mode is very similar to the paged survey view mode described above. In
this view, however, all of the surveys are rendered to your browser window one after another.
You can access this mode by using the Continuous Reports drop-down menu and selecting which
This view is particularly useful when you want to print out selected data from all of your surveys. For
example, you could produce a printable Respondent Comments report that lists out all of the
respo
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Export
This feature allows you to export your data and work with it in your own spreadsheet application.
You can access this feature by using the Survey List drop-down menu and selecting Export. From
here, you can choose which file and format to save to your computer.
Excel 2007 is the preferred application because formatting options (such as bold fonts) can be
retained in the export file. Previous versions of Excel can read the CSV export file, but special
formatting will be lost. Alternatively, you can open and edit Excel 2007 spreadsheets in earlier
versions of Excel by installing the Microsoft Office Compatibility Pack
(http://office.microsoft.com/en-us/products/HA101686761033.aspx).
Survey Explorer can export two versions of your data:
Respondent Contacts: This exports a list of all
survey respondents along with their contact
information.
Survey Data: This exports all of the survey
results currently listed in the survey list.
Note: This feature is only available when you are
differ among divisions, so this limitation is in
place to ensure a consistent data export.
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Survey Categorizations Each survey in AVID Reports is categorized according to a set of rules that will vary by survey study.
The classification families are:
Customer: For Homebuyer and Warranty programs
Sales Prospect: For Sales Center programs.
Employee: For Organizational Climate programs.
Trade: For Trade Partner programs
Each classification family is broken down into three
primary categories, and each primary category is broken
down into three subcategories for a total of nine
subcategories per categorization family. This section of
Survey Explorer highlights which subcategory a
repondent falls under.
See the table below for a brief description of the
subcategories in each classification family.
Customer Family
Promoters
Avid Promoters These are the best customers you can have. They have had an awesome experience, making them extremely loyal and willing to make referrals.
Satisfied Promoters These customers have had a good but not perfect experience. Though they are loyal to the company and are tolerant when mistakes are made, there are opportunities to resolve issues and convert them into Avid Promoters.
Borderline Promoters These customers have had a questionable experience, and any further demise in their experience could cause them to fall out of the Promoters category. On the plus side, they are fanatical about the organization and tolerant of mistakes, making them easy customers to recover if their issues are addressed soon.
Passives
Delighted Passives These customers have had an excellent experience, but they have not demonstrated loyalty by making referrals. Worse, they show no intentions of making referrals.
Satisfied Passives Despite having a good experience, these customers are neither loyal nor especially tolerant of mistakes. For these people, satisfaction is not enough; they need their expectations exceeded.
Unhappy Passives Because of a poor experience, these customers are on the verge of becoming Detractors. Although they have not indicated disloyalty yet, a continuation on the path of poor performance will make recovery difficult.
Detractors
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Confused Detractors Overall, these customers have had an excellent experience, but they may have had a confrontation with the organization that has made them express disloyalty. Alternatively, they may have filled out the survey wrong, resulting in a false categorization. (This is an uncommon category.)
Satisfied Detractors Though these customers have had a good experience, they are expressing disloyalty, possibly because they are having a big problem with an isolated issue.
Hostile Detractors This is the worst kind of customer you can have. Not only have they had a bad experience, they are also extremely disloyal. Their hostility toward the organization can become a public relations nightmare.
Sales Prospect Family
Prospects
Avid Prospects These are the best prospects you can have. So far, they have had an impressive experience, and they have expressed a strong intention to buy.
Satisfied Prospects These prospects have had a good experience, although there may be an area or two that they were not impressed with. Nevertheless, they are interested in making a purchase.
Borderline Prospects These prospects have had a difficult or disappointing experience. Maybe they did not find a product that was right for them, or maybe they were not treated as well as they had expected. Even so, they are interested in buying if they can be shown that the company offers what they want.
Neutrals
Delighted Neutrals These prospects have had an excellent experience and are impressed by your products and services. However, they are not expressing a lot of interest in buying. This could be because the prospect is not in a good position to buy right now, or the company has failed to connect on a personal level.
Satisfied Neutrals So far, these prospects have had a good experience, but the product is not a perfect fit. Also, they may not be in a position to buy yet, or the company has failed to make a personal connection.
Unhappy Neutrals Even though these prospects have not had a good product fit, they still have some interest in buying. However, if a personal connection is not made quickly, this prospect will become a rejector.
Rejectors
Confused Rejectors So far, these prospects have had an excellent experience and are impressed, but they have a low probability of purchasing due to a conflict with personnel or a just looking mentality.
Satisfied Rejectors Though these prospects have had a good experience, they have not found a perfect match with your products and services. Also, personnel have failed to make a personal connection with these prospects. Ultimately, they are not interested in purchasing at this time.
Hostile Rejectors These prospects have not connected at all with your products and services. Not only are they rejecting your company, they may be expressing hostility and aggression during the sales process.
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Employee Family
Advocates
Avid Advocates These are the best employees you can have. They love their jobs and, more importantly, they love their employer. Their enthusiasm is evident in the high levels of customer delight they deliver.
Satisfied Advocates These are good employees, though they may have a problem or two with your company that is getting in the way of their being Avid Advocates.
Borderline Advocates Though they like their jobs, these employees have had a difficult or disappointing work experience. Maybe they were not treated well by a colleague or supervisor, or maybe they did not get a raise or promotion they were expecting.
Disinteresteds
Happy Disinteresteds These employees have had an excellent work experience, but that has not been translated into outstanding employee performance. This could be because the management has not connected with these employees on a personal level, or the employee does not see a future with the company.
Satisfied Disinteresteds These employees have had a good experience, but the company does not seem to be an ideal fit. The company may have failed to make a personal connection, leaving these employees unsure about their future with the organization.
Unhappy Disinteresteds Even though these employees have not had a good employment experience, they are still interested in having a happy and productive time at work. However, if a personal connection is not made quickly, these employees will become disloyals.
Disloyals
Confused Disloyals So far, these employees have had an excellent experience and are impressed with their employer, but they are performing poorly. This may be the result of a personnel conflict or a general failure of the company to make these employees feel valued and appreciated.
Satisfied Disloyals Though these employees have had a good experience, they do not feel like they belong at your company. The company has failed to make a personal connection with these employees. Ultimately, they would rather be working someplace else.
Potential Disloyals These employees have not connected at all with their job. Not only are they rejecting your company, they may be expressing hostility and aggression in the workplace.
Trade Family
Advocates
Avid Advocates These are the best trades you can have. They love their jobs and, more importantly, they love working for you. Their enthusiasm is evident in the high levels of craftsmanship and customer delight they deliver.
Satisfied Advocates These are good trades, though they may have a problem with your company that is getting in the way of them being Avid Advocates.
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Borderline Advocates Though they like working for you, these trades have had a difficult or disappointing work experience. Maybe they were not treated well by a supervisor, or maybe they did not get the recognition they were expecting.
Disinteresteds
Happy Disinteresteds These trades have had an excellent work experience, but that has not been translated into outstanding performance. This could be because management has not connected with these trades on a personal level, or the trade does not see a future with the company.
Satisfied Disinteresteds These trades have had a good experience, but your company does not seem to be an ideal fit. There may have been a failure to make a personal connection, leaving these trades unsure about their future with the company.
Unhappy Disinteresteds Even though these trades have not had a good experience working for the company, they are still open to improving the situation. However, if the situation does not improve quickly, these trades will become disloyals.
Disloyals
Confused Disloyals These trades have had an excellent experience and are impressed with the organization, but they are performing poorly. This may be the result of a personnel conflict or a general failure of the company to make these trades feel valued and appreciated.
Satisfied Disloyals Though these trades have had a good experience, the company has failed to make a personal connection. In general, these trades would rather be working someplace else.
Potential Disloyals These trades have not connected at all with the organization. Not only are they rejecting your company, they may be expressing hostility and aggression in the workplace.
