Respondent Communication

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

Reminder - 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 unique invitation link to the survey.

Types of Surveys

Client Relationship Assessment - is typically around 30 questions in these 4 sections

• Engagement

• Relationship Climate

• Account Team Practices

• Open Ended Text

MOT  ("Moment of Truth") Survey- There can be multiple MOT surveys; these are typically quick, 6-10 question surveys asked about a specific transaction, event, or moment in the client lifecycle.

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.