Respondent Communication

Invitation - the initial email sent by Encompass-CX to potential respondent Contacts (the 'Buyers").  The invitation contains some explanatory text and a link to the survey

Reminder - One or more follow-up emails sent by Encompass-CX to potential respondent Contacts (the 'Buyers") who did not respond to the Invitation (did not complete a survey) .  The reminder contains some explanatory text and a copy of the invitation link to the survey.

Types of Surveys

Long Survey - the "Long Survey" is typically 59 questions in 4 sections

• Engagement (8 Questions)

• Relationship Climate (18 questions)

• Account Team Practices (30 questions)

• Open Ended Text (3 questions)

Short Survey - the "Short Survey" is typically 29 questions in 3 sections (does not include Practices)

• Engagement (8 Questions)

• Relationship Climate (18 questions)

• Open Ended Text (3 questions)

MOT  ("Moment of Truth") Survey- There can be multiple MOT surveys; these are typically quick, 5-10 question surveys asked about a specific transaction, event, or moment in time (e.g., "how was your stay?", "did we handle your insurance claim well?") 

Self-Assessment - the Self-Assessment is a special version of the above surveys whereby a Seller completes the same survey as his/her contact, only the Seller answers the questions as they believe their contact would answer the questions.  This information is then used to compare how the 'buyer' answered each question compared to how the 'seller' thought the buyer would answer it - looking for blind spots.

Your Customers (Accounts/Contacts)

Accounts - Your company's customers are called Accounts  (e.g., Global Corp. sells products to Continental, Inc.)

Contacts - The individual people at an Account (e.g., the employees of Continental, Inc.); often referred to as "Buyers"

Your Organization (Org Levels, Users, and Reporting Groups)

Organization Level - A roll-up within your company; Organizational Levels are a built in means to aggregate individual survey responses.  For example, your organization chart might have 5 Organization Levels: 

• A top level for executives

• Under the executives are various divisions

• Under a division might be offices

• Under offices might be managers

• Under managers are users like Account Managers 

User - Is an end user of the Encompass-CX platform at your organization (your employees); users can have various roles and privileges (e.g., able to view some data, edit some data, etc.) Users can be a:

• Seller - Seller is a special type of user.  Each survey response is matched 1:1 to a 'Seller'-the employee responsible for that buyer (e.g., a salesperson, account manager). Sellers 'own' the response, can take a self-assessment on that response, and can share that response data with others

• Manager - a Manager is a roll-up of individual Sellers (e.g., a group of salespeople may report to a sales manager); Managers can see any data of the Users / Sellers who report to them.  Managers can also have Managers reporting to them as they roll up along the Organization Levels, and can likewise see all the data of managers who report to them

• Admin - An Admin has extensive permissions within the system. 

Reporting Groups - like Organizational Levels, Reporting Groups are a means of rolling up/aggregating individual survey responses. Reporting Groups are a very flexible means of aggregating responses; whereas Organizational Levels aggregate along predefined organizational structures, Reporting Groups can include any survey response (across organizational lines).  For example, a Reporting Group could be made that includes:

• All the responses from buyers of a certain product

• All the responses from buyers within a certain industry

• All the responses from buyers who have received a certain marketing promotion