Viewing MemberShoppers Scores as Percentages with the Question Detail Report

MemberShoppers reporting uses a 1 to 5 scale to rate individuals on specific behaviors.  This scale is useful for performance standards and appraisals.  However, in coaching to MemberShoppers results, you may sometimes want to know how often your team or an individual exhibits a specific behavior.  That’s where the Question Detail report comes in.

Generating the Report

Begin by choosing Question Detail by Team as the report type in the MemberShoppers report generator.  Select the dates and any other parameters you want to view.  Then run the report.
 

At the team level, the report shows how many times a behavior was evaluated in the first column in blue called # of Applicable Responses.  The next column shows the percentage of the time that the team scored a perfect “5.”  The score on the 1 to 5 scale is shown in the third blue column.

In the example below, Tammie Burnett’s Birch Street Team was evaluated 25 times on their professional appearance and achieved a perfect “5” score 100% of the time.
 

By drilling down to the individual level in the report, you can see how each team member performed both as a percentage and as a score on every behavior that the shoppers evaluate.
 

Using the Report

This Question Detail report is useful in coaching team and individuals on brand service standards.  While the difference between a score of 4.25 and 4.30 may not be meaningful to individuals, letting a team member know that they’re only delivering on a brand standard 50% of the time can have a lot of impact.  For example, a credit union might want to ensure its team members thank members every single time they interact with them.  Naturally, the credit union would set a goal of 5.00 for the score on the question that measures that behavior.  However, as the credit union moves toward that goal, it may be motivating to let teams and individuals know how close, as a percentage, they are to achieving that goal.