Participation by Organization report

Use Participation by Organization report to generate a bar chart that illustrates the effectiveness of your surveys at the organizational level. You can run the report for all surveys or a single survey.

Any participation report indicates the health of your Voice of the Customer practice, not the results provided by customers. In other words, you are able to see if customers are participating in surveys and the extent of that participation.

Participation reports enable you to use response rates to identify the following:

• The level of customer participation in surveys

• The completion rate when customers start a survey

• If the customer experience (the timing and language of the offer to share feedback) is conducive to participation

• If the survey design is effective in terms of asking the right questions and the branching logic used (if any)

For example, a low completion rate could indicate that a survey is poorly structured or not relevant to the caller’s experience. A low participation rate may indicate that the way you bring customers into a survey are not effective.

In addition to performance values reported as a percentage, you can also see the volume of data collected. The volume of data suggests the significance of the percentages reported.

The report contains data for the following organizational units:

1. Selected Organization: Participation is reported for the organization you have selected for the report. The calculation includes all employees for the selected organization and all employees for any subordinate organizations.

2. Organizations Under the Selected Organization: Participation is reported for each direct, suborganization for the selected organization. The report does not include all descendant organizations, but only the direct suborganizations.

3. Employeesin the Selected Organization: Participation is reported for each employee belonging to the selected organization. Employees belonging to suborganizations are not included.

Report output

The Participation by Organization report contains the following data relative to the selected report parameters:

Data	Description
Section: Organization, Suborganization, or Employees	The report contains data for the following organizational units: Selected Organization Organizations Under the Selected Organization Employees in Selected Organization
# Answered Surveys	Number of surveys with at least one answer or recorded message.
Survey Response Rate	Percentage of issued surveys that result in at least one answered question or a survey close comment.
Survey Completion Rate	Bar chart representing the survey completion rate. The percentage of answered surveys (surveys with at least one answered question or a survey close comment) that are completed in their entirety.
Question Completion Rate	Percentage of questions answered on surveys with at least one answer or a survey close comment.

Drill through report options

You can drill through to other reports and see additional information.

Report Section	Report Link	Drill Through Report
Selected Organization	Number of answered surveys	Participation by Survey report
	Survey completion rate (bar chart)	Participation Trend report
Organizations Under the Selected Organization	Organization name	Participation by Organization report (this report)
	Number of answered surveys	Participation by Survey report
	Survey completion rate (bar chart)	Participation Trend report
Employees in the Selected Organization	Number of answered surveys	Participation by Survey report
	Survey completion rate (bar chart)	Participation Trend report

Sample report

Related topics 

Common report parameters

Participation by Survey report

Participation Trend report

Participation metrics

Counts and number of responses on reports