The CSI Report is used to provide users with the details of CSI contacts made and the ratings
given by the customer when prompted. To access the CSI Report, select the option from the
left hand menu.
The CSI Report can be filtered by a specific location within the company structure, or by a date
range. The tabs on the top right hand side of the screen are used to narrow the report to a
particular Contact Reason, Salesperson or CSI Rating recorded – any different combination of
information can be displayed using these fields. To apply these filters, select the tab required
and then place ticks in the boxes as needed.
Selecting one particular item from the list will suppress all others from appearing when the report
is generated – multiple contact reasons, salespersons and CSI ratings may, however, be
selected to appear on the same report.
Once the report has been configured as required, select the “View Report” option. The report is
generated in the lower half of the screen.
The report then displays the Sales Person, the Contact Reason, the total number of calls
completed and the CSI Ratings applied to each contact. The Contact Reasons appearing on
this report are driven by the CSI parameter on the Contact Reasons within CRM parameters
being applied. A summary report can be run by activating the summary tick box – the report will
then be generated for a department as a whole without the sales person being displayed:
In this way, it is possible for departmental managers to assess the CSI for particular system
activities and for particular team members. Unticking the Summary option allows the user to be
able to drill down into each CSI response category and even drill down into individual customer
records to display the details recorded during the CSI contact.