Kingsley Associates Portal User Guide

Transcription

1 Kingsley Associates Portal User Guide

2 Kingsley Portal Overview The Kingsley Portal is a web-based, real time survey tracking tool Dashboard Response Rates Respondent List Reporting Online Reputation Key scores and metrics in real time Comparisons to the portfolio and Kingsley Index Track response rates and count of undelivered surveys Monitor requests for contact See who has or has not responded View survey transcripts and update contact information On demand, custom reports Analyze all questions, comments, and comparisons Publish survey scores and comments Track ratings and reviews from online

3 Logging into the Kingsley Portal Portal website URL is Initial login provided by Kingsley Associates. Click the Forgot Password link to receive a password reset .

4 Selecting a Program You will land on your program s Dashboard upon logging into the Portal. Use the navigation bar at the top of the page to access the Dashboard, Response Rates, Respondents, or Reporting pages. Click on Change Program to access a different survey program 4

5 Dashboard The Dashboard displays key scores and metrics in real time. Filter data by survey type and time range (default view is last 0 days). Key scores and metrics refresh every two hours. Compare key ratings to portfolio and Kingsley Index Track scores over time 5. View key ratings by community or other levels 6. Review list of recent responses and transcripts 5 5

6 Response Rates The Response Rates page provides high-level survey statistics. Filter data by survey type and time range (default view is last 0 days) 6. View table by community or other level groupings 4 5. Review response rates, surveys sent, undelivered surveys, and requests for contact 4. Access complete list of requests for contact 5. Access the Respondents page by community or level 6. Export data to Excel 6

7 Respondents The Respondents page provides a full list of all potential survey respondents. Filter by survey type, time range, status, level or respondent information. Actions: resend invitations or close out requests for contact Edit invalid s and respondent information 4. View respondent status and link to survey transcript 5. Close requests for contact 6. Scan for respondents with low satisfaction or renewal intent 7

8 Respondents - Editing a Respondent Edit respondent information and invalid addresses. Click the pencil icon under Edit. In the pop-up window, edit respondent information as needed. Click Save to save changes 4. Click Comments to enter additional notes 4 8

9 Respondents - Closing Requests for Contact Close out requests from respondents requesting contact from management. Contact requests are indicated by the red phone icon. Click the column header to bring requests to the top. Click on the icon to close an individual request. In the pop-up window, check off the box to indicate follow-up with the respondent. Enter comments 4 4. Click Save. Once a request is closed, the red phone icon will change to a green phone icon 9

10 Respondents - Additional Actions Apply actions to individual respondents or groups of respondents Resend survey invitations or mark as contacted. Select the desired respondents. Clicking the top of the column will select all respondents on the page. In the Actions dropdown menu, select to resend invitation or mark as contacted. Press Submit to apply actions to respondents 0

11 Reporting - Report Summary The Reporting page offers dynamic reports, refreshed daily. Select report type, survey type, time, and level using the filters. Switch comparisons to prior performance, portfolio, or Kingsley Index 6. Compare scores for key performance indicators 4. Measure aggregate ratings by category 4 5. View top positive and negative differences in scores 5 6. Export report to Excel

12 Reporting - Question Details The Question Details report shows every question on the survey. Select report type, survey type, time, and level using the filters. Show scores as averages or % 4s and 5s. Filter by question type View all questions by category, compared to portfolio score 5. Click View for time trend and detailed breakdowns of question 6. Export report to Excel

13 Reporting - Question Details Click View on the Question Details for additional time trend and breakdowns For rating questions, view detailed trends and breakdowns of scores. View data as average scores or distributions 4. Track key comparisons and time trend. Display data by community or other levels 4. Export report to Excel

14 Reporting - Question Details Click View on the Question Details for additional time trend and breakdowns For categorical or multiple response questions, view distributions of answer options rather than scores. Filter data by level or answer option. Track key comparisons and time trend. Export report to Excel 4

15 Reporting - Comments The Comments report shows every comment question on the survey. Select report type, time, and level using the filters. View all comment questions by category 4. Click View to view responses and search comments 4. Export report to Excel 5

16 Reporting - Comments Click View on the Comments report to view and search responses. Filter responses by level breakdown. Sort by level, respondent, date, or satisfaction score 4. Search comments for key words or phrases 4. Export report to Excel 6

17 Reporting - Rankings The Rankings report shows scores by property and other level breakdowns. Select report type, survey type, time, and level using the filters. Select breakdown, question, comparison, and data format 4. Scores and comparisons can be re-sorted by any column 4. Export report to Excel 7

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