ResponseTek Listening Platform Release Notes Q4 16 Nov 23 rd, 2016
Table of Contents Release Highlights...3 Predictive Analytics Now Available...3 Text Analytics Now Supports Phrase-based Analysis...3 A New & Improved Survey User Interface...3 ResponseTek Partners with IBM to Drive Experience-Based Marketing Automation...3 Report Library Update...4 Overview...4 Details...4 Availability...6 Other Minor Improvements...6 Text Analytics Update...7 Overview...7 Details...7 Availability...8 Listen Updates...9 A New & Improved User Interface...9 Web Intercept Surveys... 10 ResponseTek Collection API... 12 Listening Lab Updates... 13 Overview... 13 Details... 13 Availability... 18 ResponseTek Partnership with IBM... 19 Overview... 19 Details... 19 Availability... 19 Confidential & Proprietary 2
Release Highlights The Q4 16 release of the ResponseTek Listening Platform is here, featuring a new predictive analytics report, phrase support for Buzz Tracker, our highly anticipated new survey UI, and more. We are also excited to formally announce a new partnership with IBM. Predictive Analytics Now Available The Key Drivers Report brings predictive analytics to the Listening Platform The new Key Drivers Report is the latest report to be launched within the Report Library, our new advanced reporting repository. Using a proprietary algorithm, survey questions are ranked by the RT Driver Index, which automatically identifies and recommends areas of improvement focus to maximize improvement on overall customer experience. Text Analytics Now Supports Phrase-based Analysis Buzz Tracker, our integrated Topic Analysis report, has been enhanced to analyze full phrases Enhance your text analytics capabilities by leveraging Buzz Tracker s new phrase support capability. Buzz Tracker uses a string match to analyze specified phrases used within a comment; such phrases will also appear in the word cloud populated in Comment Manager. A New & Improved Survey User Interface A visually appealing and cleaner UI is now available During the last few months, we have been working diligently to update our survey user interface. Incorporating survey and UI best practices, the new UI uses a responsive design to adapt to varying screen sizes, supports matrix questions, uses visual elements to represent answer sets which makes taking surveys more user-friendly, and is easy to brand to any look and feel. ResponseTek Partners with IBM to Drive Experience-Based Marketing Automation As the first CEM vendor to partner with IBM s Marketing Cloud, we are providing a powerful capability to Marketers. ResponseTek can now provide dynamic, real-time customer segmentation data that feeds directly into IBM s Marketing Cloud (this includes integration with marketing automation tools such as Unica and Silverpop) to drive compelling, and transactional marketing campaigns. For more information on this release, please speak with your Customer Success Manager. Confidential & Proprietary 3
Report Library Update Overview As we continue to expand our Report Library, the latest report, Key Drivers, is particularly exciting as it is our first report to use predictive analytics to provide actionable recommendations. This report assesses the statistical characteristics of each question s responses (such as correlation with NPS) to identify the top questions that are most likely to provide a positive impact on NPS. We use a proprietary algorithm to compute an RT Driver Index which ranks the top three questions that are likely to produce positive outcomes. Details Report Library Overview Report Library is a new advanced reporting repository within the Listening Platform where users can access their existing and new advanced reports, as well as purpose-built reports created by other ResponseTek Customer Experience (CX) professionals to drive strategic decision making. This new reporting tool is easy to use and highly visual, contains interactive reports, accesses real-time data, and gives users the ability to leverage best practices. Report Library is currently available in a beta version, and has thus far included the following new reports: Survey NPS/Score Performance allows you to compare the NPS/Score performance of any set of surveys side by side. Survey NPS Map allows you to view NPS performance geographically using an interactive map. Sentiment Analysis provides sentiment analysis insights for selected surveys. Closed-Loop Action Tracker provides insights on how well your workflow programs (such as call-backs) are working. With this release, the new Key Drivers report adds an important capability of using predictive analytics to identify areas most likely to yield an improvement in NPS. The following sections describe the different tiles within the report. Confidential & Proprietary 4
Solution Selector This report requires a specific Solution to be selected, as the questions within one Solution are generally unrelated to those in another Solution. Once the Solution is selected, you have the option of selecting the Collection Points (CPs) within that Solution. By default, all CPs are selected. You have the option of unselecting some CPs. Note that one, some or all CPs may be selected. Top 3 Drivers Table This table shows the top three questions in terms of likelihood to provide an improvement in NPS. This is computed via ResponseTek s proprietary algorithm for determining a Driver Index. The Driver Index uses the following metrics for each question: Mean Score Standard Deviation Correlation with NPS The questions are ranked along the above dimensions (low score, high dispersion and high correlation) and these rankings are fed into a weighting algorithm to arrive at the Driver Index. Lower indexes are indicative of more actionable areas. The lowest possible index is 1. The difference between successive indexes also provides an indication of relative importance. For example, if the top index is 1.5, followed by 1.6 and 3.9, then the top two areas are likely to provide similar benefit, and either of these are much more important to act on compared to the third area. Dispersion Table This tile shows dispersion details about all the questions that have been configured for this report. For each question (with the top score at the top), a horizontal bar visually represents the mean score and Confidential & Proprietary 5
the standard deviation. If you hover over the mean, a tooltip will show you the numeric values as well as the volume for that question. If you click on the mean, the corresponding point on the Correlation Chart on the right will be highlighted so you can immediately see its correlation with NPS. Correlation Chart The correlation scatter plot shows, for each question, the mean score (Y-axis) and the Correlation with NPS (X-axis). Questions with low score and high correlation would normally be prime candidates for investigation and action. If you hover over a data point, a tooltip will show you the numeric values as well as the volume for that question. Report Configuration The questions within each Solution that are considered for this report must be configured. These questions must use the same score scale, as without this constraint there wouldn t be a meaningful comparison. The configuration for your Solutions is only required once and is handled by ResponseTek. Availability This report is available as a Beta at no cost. It must, however, first be configured for your specific Solutions. Please contact your Customer Success Manager. Other Minor Improvements In the Dispersion Report within Advanced Reporting, we have made a minor modification to the Standard Deviation formula to achieve consistency across the platform. Previously the formula was dividing by N-1 (more suitable for partial samples); with this change we are now dividing by N (more suitable for the entire population). This will make a very minor difference in the results in cases when the volume is small (for example when the timeframe is short). Confidential & Proprietary 6
Text Analytics Update Overview The built-in text analytics within the ResponseTek reporting platform has been enhanced to support phrases. For example, references to phrases like Apple pay can be specifically tracked in both Buzz Tracker and the word cloud in Comment Manager. Details Buzz Tracker monitors customer verbatims and provides insights into the usage and satisfaction levels associated with any number of topics. Each pre-defined Topic is broken down into Sub-Topics and Keywords. Thus far, Keywords were limited to individual words. With this enhancement, a phrase can be specified as a Keyword. The ability to specify a phrase as a Keyword improves the quality of the insights as many topics require phrases for accurately defining them. For example, if you wanted to track internet banking and online banking, the single-word Keywords like internet and online will not suffice, as these would incorrectly capture many unrelated mentions. With phrase support, you are tracking internet banking and online banking specifically, and the quality of the results will dramatically improve. Entering Phrases The way keywords are input is easy the process is identical to how you have been entering words. Users with administrative rights simply click on Manage Topics to be taken to the admin interface. You can either create a new Topic and Sub-Topic, or use existing ones. When you drill down to the Keyword level, you will be allowed to enter a phrase that is up to 50 characters long. This string will be searched for in the Comments. Note that phrases were always allowed at the Topic and Sub-Topic level, as these are used only for categorization purposes (and not for scanning the Comments). Historical Data When a word is added in Buzz Tracker, the analytics for that word are immediately available for historical timeframes. This is because all words are parsed and tracked as each Comment is received. Phrases, on the other hand must be specified (within Manage Topics as discussed above). For this reason, phrases are tracked from the point in time they are created, and not retrospectively. So, if you have selected a timeframe of Last 30 Days, and you created some phrase a week ago, the analysis for the words will be for the full timeframe, but the analysis for the phrases will only cover the last week. Given this potential discrepancy, we will show the date that the phrase was created beside the phrase itself in the Buzz Details table as shown below. Confidential & Proprietary 7
The above screen snippet shows the phrase Apple Pay in the Buzz Details table in Buzz Tracker. Comment Manager Word Cloud Comment Manager provides an alternate view of the unstructured verbatim data: it determines the sentiment associated with the comment and then displays a word cloud showing the most frequently used words and their associated sentiment. So, for example, large red words are those that are frequently used and have a net negative sentiment. Once a phrase has been added to Buzz Tracker, it will automatically appear in the word cloud provided it is used frequently enough in the comments to make it on the list of most frequently used words or phrases. No further action is required to make this happen in Comment Manager. Note: For some clients the word cloud is disabled, or is configured to show words without red/green coloring (i.e., it will show the words without sentiment). Availability This feature is available to all clients. Phrases must be configured in Buzz Tracker by a user who has administrative privileges, in order to access the Manager Topics interface. Please contact your Customer Success Manager for more information. Confidential & Proprietary 8
Listen Updates A New & Improved User Interface Overview We are excited to announce the arrival of the new and improved survey user interface. For the upgrade, we focused on making the user interface as visually appealing as possible. The new UI is very clean, and uses the latest in data visualization technology. Details The upgraded survey user interface: Uses survey and UI collection best practices Gives you a clean and sleek look and feel Ensures your branding remains intact and consistent across your digital channels you select your color palette and logo assets Confidential & Proprietary 9
Uses a responsive design that conforms to any screen dimension whether viewing on mobile, desktop, or a tablet Supports various question types such as: o Radio button questions o Checkbox questions o Text questions o Dropdown questions o Matrix questions Availability Existing surveys must go through an upgrade process to utilize the new UI. For upgrading your existing surveys, please speak with your respective Customer Success Manager. Web Intercept Surveys Overview Given the significance of today s digitally advanced world, collecting feedback on your website and mobile site has never been more critical to your business. A company s website (whether viewed on desktop or mobile) is one of the first places a customer goes for information or for trouble shooting purposes. You need to be well equipped to collect feedback in a smart way on your website that helps you analyze the digital experience of your customers this is valuable insight you do not want to lose out on. One such way to do this is to use web intercept surveys. Web intercept surveys, also known as prompted surveys, are smart surveys that are coded into your website and prompt visitors for feedback on specific triggers you set. This information helps you assess how your website is performing, and helps you answer questions like - Are customers easily finding the information they are looking for on your website? Are customers frustrated because the information they need is buried on your site or non-existent? etc. Web intercept surveys will be available in a self-serve option, giving you the ability to manage these surveys directly for your program. You have the control to set these up, and add to your website as you require through a few easy steps. Details This capability gives users control and the flexibility to manage their web intercept surveys. Setting up triggers and integrating such surveys into a website is easy, all users require is a single snippet of code. Clients can select from three different triggers to start, additional triggers will be made available in future releases as we continue to develop more options. The ResponseTek Listening Platform will capture page visits, prompts, accepts and declines of web intercept surveys in logging. Reporting information for web intercept surveys will be available in the same reporting portal as other VoC touchpoint data. To set up a web intercept survey, users can now select from the following triggers: Time on site % sampling of visitors (e.g. invite 10% of website visitors to complete a survey Number of page views (e.g. after 5 page views, a survey is triggered) Confidential & Proprietary 10
This is an example of a web intercept survey on a desktop browser, triggered based on time on site or by number of page views. This is an example of a web intercept survey on a mobile browser, once a user clicks yes, a mobile survey window will open. Availability Please contact your respective Customer Success Manager to add web intercepts surveys to your program. Confidential & Proprietary 11
ResponseTek Collection API Overview Clients of the ResponseTek Listening Platform will soon be able to collect feedback directly in their mobile applications. An API will provide clients the ability to collect feedback directly this will allow users to send feedback to ResponseTek directly for pre-defined questions. Details Why collect feedback in your platform using our API? Quickly understand the mobile experiences of your customers Collect information that pertains directly to your brand s mobile app experience Utilize mobile as one of the highest garnering response rate collection methods to improve your feedback volumes See your results alongside all your other surveys in the Listening Platform This is an example of a mobile application that shows how a client could use a button to collect direct feedback from their customers. Availability Please contact your respective Customer Success Manager for more information. Confidential & Proprietary 12
Listening Lab Updates Overview Listening Lab was released in Q4 2015 and is an add-on product that that enables clients to create, edit, and deploy ad hoc surveys within minutes in Survey Manager. Listening Lab provides Program Administrators among other users with a safe and accessible place to experiment and test surveys by leveraging the live staging and production environments available within this product. Clients can: Quickly test scenarios, questions and hypotheses Engage other internal stakeholders during the design process to obtain faster survey approvals Preview the survey as the customer Quickly gather insight and feedback from focus groups or specific audiences See the results in their existing ResponseTek Reporting Portal Grant ad hoc survey access by individual or by role in order to see the results of specific surveys To enhance the usability of Listening Lab, new tables have been added to show which surveys will be impacted if you make changes to the properties of Categories, Questions, and Answer-sets. In addition to these new tables, we have enhanced the color palette features of answer sets, users can now add notes to Publisher, and there is also a new link to access Listening Lab within the Reporting Portal directly. Details Listening Lab Now Accessible Via Tools Menu in Reporting Users no longer need to sign in using a separate URL and login page to access Listening Lab. You can now access Listening Lab in the drop-down Tools menu of the reporting portal. Confidential & Proprietary 13
Category-Solution Links Table This feature allows users to see which of their Solutions are linked to a Category. A Solution can use questions only from the Categories that it is linked to. This feature allows you to see the how many Solutions a Category is linked with. You can also see whether the link has been published to the live server or not. The Categories associated with the Solution appear in several reports in reporting and contribute to the overall score of a Solution. By seeing this association, users can assess the impact of any changes they make while editing Categories properties such as weight. This feature is available through the Edit Category form as an expandable and collapsible panel. Category Survey Links Table A survey may use Questions from multiple Categories. This feature allows users to see which surveys will be impacted if you change the properties of the Category. Confidential & Proprietary 14
Users can see which surveys use questions from the Category. This table will also show language, type, and the publish status of the survey. With the help of this feature, users can assess the impact of the change while editing Category properties such as weight. This feature is available through the Edit Category form as an expandable and collapsible panel. Question-Survey Association A question can be part of multiple surveys. This feature allows which Surveys will be impacted if you change the properties of a Question. This table allows users to see the relationship between questions and surveys. When making changes to a question, this feature helps user understand how that question will now appear in the other surveys that are also using it. This helps users from making unwanted changes to their questions as they can see the immediate impact of the question edit. Language, survey type, and publish status of the survey is also available in this view. Users can access this feature on the Edit Question page as an expandable and collapsible panel entitled Existing Use. Answer-Set and Survey Links An Answer set can be used by multiple questions which are further shared by multiple Surveys. This feature allows you to see which surveys will be impacted if you change the properties of an Answer-set. Confidential & Proprietary 15
This feature allows you to see which Surveys will be impacted if you change the properties of the Answer set such as name and color of answer-options. It also shows you the language, type, and publish status of the survey. The feature is available on Edit Answer-Options form as an expandable/collapsible panel. Example: Let s assume you want to change the Survey Text of a Question. The Survey text of the question appears in the Surveys which are using the question. Question: How would you rate the ambience of the restaurant? Note: The question above is part of Survey A, B, C, and D. Any change is the question properties will impact all these surveys. This is what the new feature shows you not only for questions but Categories and Answer-sets too. Survey A Survey B Survey C Survey D The question might be part of several surveys, some created by you and some by others. You may not know how many surveys use this question. Without this information, you wouldn t be able to assess the impact of this change. With the new feature, you can easily see the surveys which use the question and decide whether to go ahead with the change or not. Enhanced Color Palette Features for Answer Options Users can now use an enhanced color palette feature when selecting the colors associated with their answer options. The color palette comes preloaded with the most widely used colors for answer options, however, there is now flexibility to select the exact color you wish to use by entering the hex code. Confidential & Proprietary 16
The answer option color palette has a pre-defined set of colors that are used to indicate the score of an answer option in reports. The availability of these colors on the palette makes it easy for you to use them. The color palette also offers you the flexibility to assign a color of your choice by accepting hex codes. Users can access this feature through the Edit Answer Options form. Add Notes to Publisher There are instances when multiple users might be editing the same question or other entities. Having the ability to add a comment to Publisher items will help improve coordination between multiple users and fosters collaboration. Confidential & Proprietary 17
This feature allows users to add comments to items in Publisher. You can also see any comments added by other users. This enhancement helps users avoid unwanted publishing as it facilitates communication between users. This feature is available in the Publisher page in front of each item. Please note: Publisher currently only supports the English language. Notes in Publisher have a 400- character limit. Availability The features mentioned in this section will be effective on the release date and will be available for all users automatically that have Listening Lab enabled. Please contact your respective Customer Success Manager for more information. Confidential & Proprietary 18
ResponseTek Partnership with IBM Overview We are thrilled to announce a new partnership with tech giant, IBM. ResponseTek is the first CEM vendor to partner with IBM s Marketing Cloud. In doing so, we are bringing the world of customer experience and marketing automation together seamlessly to drive customer loyalty, retention, and engagement with our clients best marketers their brand advocates. Details The partnership will provide a powerful gateway for Marketing professionals to access dynamic, realtime customer segmentation data in real-time to drive compelling, transaction marketing campaigns via IBM Marketing Cloud. Both Silverpop and Unica marketing automation tools were recently acquired by IBM and are part of the IBM Marketing Cloud offering. The ResponseTek Listening Platform and IBM Marketing Cloud integration will eliminate repetitive and time consuming data mining tasks associated with validating static email marketing lists. Using transactional real-time customer feedback, Marketing Managers can send personalized and in context marketing campaigns targeted to the right person at the right time. By understanding who your Promoters, Detractors, and Neutrals are in real-time, you can have a two-way dialogue with your most satisfied and least satisfied customers. Lastly, clients can use real-time market segmentation to grow their business, by knowing who your Promoters, Detractors and Neutrals are, you can send focused messaging towards the correct market segment each, and every time. How Does It Work? *IBM Marketing Cloud represents one of many portions of the IBM Universal Behavior Exchange ecosystem of solutions, all of which this use case applies to. Availability To learn more about the ResponseTek and IBM partnership, visit the ResponseTek website or the IBM Global Solutions Directory here. Confidential & Proprietary 19
Please Note: This partnership is only available to clients that are both users of the ResponseTek Listening Platform and IBM Marketing Cloud. If you would like to take advantage of this partnership, please speak with your respective Customer Success Manager on how to get started. Confidential & Proprietary 20