Check out the video below for a visual run-throughđ(or watch it on YouTube)
Step by step guide
1. Go to -> Client Insights
Click the people icon in the navigation bar on the left-hand side of the platform to open Client Insights. This is where you'll find all current (and some previous) survey data for each client and client team.
2. Read the score dials
At the top of the page you'll see three dials -> `LIFT Score´, `Client Health´ and `Team Health´. They show the most recent scores across all clients you have access to.
The small grey bubbles under the scores show the current benchmark for each score. Below the dials you'll find the `Previous´ score for each category, together with a `Progress´ indicator.
đĄ Note: Want to know more about the scores? Read Understanding Client and Team Health scores.
3. Choose a list view
Below the dials you can switch between three list views -> `CLIENTS´, `INDIVIDUALS´ and `ACCOUNT LEADERS´.
đĄ Note: Depending on your user role, you may see some or all of these views.
4. Explore the `CLIENTS´ list
The `CLIENTS´ list shows a summary of results for every client you have access to.
Click any header in the black bar at the top of the list to sort the list by that column.
Use the `Search´ bar to find a specific client.
Click -> `Export´ to export all score details shown in the list.
The list has the following columns:
`LS´ â the current LIFT Score for each client.
`Progress´ â how the LIFT Score has changed since the last survey.
`Client´ â the client name and any `Brand´ or `Office´ tags assigned to that client. Click a client name to go to that client's results page.
`Client Score´ â the current Client Health score for each client, with progress where available.
`Client Response´ â the current client response rate, broken down by client individual. The overall response rate and breakdown are shown in the header.
`Team Score´ â the current Team Health score for each client, with progress where available.
`Team Response´ â the current team response rate, broken down by team individual. The overall response rate and breakdown are shown in the header.
`Account Leader´ â the responsible Client Leader for each client.
5. Explore the `INDIVIDUALS´ list
Click -> `INDIVIDUALS´ to view, sort and search results by individual. Results are split into `Client Individuals´ and `Team Individuals´, so open the one you want to see.
Click any column header in the black bars to sort the list.
Use the `Search´ bar to find a specific individual, or click -> `Export´ to export the list.
Click any line item in bold to open the `Comments´ section for that individual.
6. Explore the `ACCOUNT LEADERS´ list
Click -> `ACCOUNT LEADERS´ to see results broken down by responsible Client Leader.
Click any column header in the black bar to sort the list.
Click the arrow on the right of a Client Leader's row to open their list of client results. You'll see an overview of results for each of that Client Leader's clients.
Click a client name to go to that client's page.
For filtering this list, see How to work with filters in Client Insights as a Project Leader.
7. Review the client page
At the top of the client page you'll see the `LIFT Score´, `Client Health´ and `Team Health´ dials for that client, with benchmarks and previous/progress data for each score. You'll also see the client's industry name (for example, `Retail´).
Next to the dials there are two widgets:
`Recommended Actions´ â tips or actions based on the current survey feedback.
`Sentiment Analysis´ â the overall emotion behind the written feedback you've received.
8. Check the `SCORES´ section
Scroll down to the `SCORES´ section to see overall results for each person surveyed. For each individual, it shows:
Current scores, previous scores and progress
VIP status
Name and email
Status or date of completion
Sentiment of their written feedback
Number of comments left
Indications of a mismatch between feedback and score
Three dots to expand more options
Click -> `TEAM SCORES´ to open the section and see Team Individual results.
9. View an individual's results in depth
Click any line item in bold in the `SCORES´ section to see that individual's results in depth.
The dials at the top show the individual's score next to the overall client score, with benchmarks, previous scores and progress. Below the dials, results are broken down further:
Score per driver (yellow bubble)
Driver (e.g. `Capabilities´)
Benchmark (grey bubble)
Sentiment (e.g. positive)
Question asked
Written feedback given
To go back to the client page, click the client name link in the breadcrumb at the top of the page.
10. Check the `DRIVERS´ section
On the client page, click -> `DRIVERS´ to see results by driver instead of by individual, for both client and team.
Click the green comment bubble to see all comments for that driver.
11. Switch benchmarks
The benchmark toggle at the top of the page is set to `Global benchmark´ by default. Switch the toggle to `Specific benchmark´ to see `Industry´ or `Office Location´ benchmarks instead. All grey benchmark bubbles will turn purple.
Use the drop-down arrow next to the toggle to switch between `Industry´ and `Office Location´.
đĄ Hover over a benchmark bubble to see more detail, such as which industry benchmark you're viewing (for example, `Retail´) and how your score compares to it.
FAQ
Why can't I see all three list views (Clients, Individuals, Account Leaders)?
Your access depends on your user role, so you may see only some of these views.
How do I narrow down the data in Client Insights?
Use the `FILTERS´ menu. See How to work with filters in Client Insights as a Client Leader or How to work with filters in Client Insights as a Project Leader.
Where can I learn more about benchmarks?