SatisTrack™ Customer Satisfaction Reports

Comprehensive periodic reporting is SatisTrack's core "deliverable" and is included in all SatisTrack™ customer satisfaction programs. Our reports offer many levels of data investigation. Various types of analyses are displayed in graphical form so that management can get the big picture quickly. Huge amounts of raw data are funneled down to overall scores that inform prioritization of resources. Beyond this easy to-read action plan, operational managers can dig into the supporting material as deeply as they want before planning tactics.

[ Summary Scores ] [ Loyalty Categories ] [ Satisfaction Scores ]
[ Gap Analysis ]

The chart above depicts summary scores for four quarterly cycles, showing change over time. For Overall Satisfaction (group at far left), respondents selected one of five answers: Very Satisfied, Satisfied, Neutral, Dissatisfied or Very Dissatisfied. For Consider Repurchasing and Recommend to Others (middle and far right), respondents selected from among: Very Likely, Likely, Neutral, Unlikely, Very Unlikely.

This chart represents customer loyalty by dividing respondents into loyalty categories based on how they answered the questions about Overall Satisfaction, Consider Repurchasing and Recommend to Others from the previous chart. Here, 12% of respondents gave "top box" answers (Very Satisfied, Very Likely to Repurchase, Very Likely to Recommend) to all three of those questions. These are very loyal customers. Twenty-nine percent gave "top box" answers to two of those questions, 33% to one of them, and 26% percent to none of the three questions.

The chart above illustrates customer satisfaction with key service areas, such as Facilities, Resident Advisor, etc.

The chart above is called a "Gap Analysis." It compares customers' expectations in various areas to their perceptions of your company's actual performance in those areas. It tells you what needs attention right now and what can wait a while. Gap Analysis enables you to make fast improvement where it counts.