DFW cxeView User Guide

USER GUIDE

Overview of eView Basics & Reporting 1

Contents

eView Basics ................................................................................................................. 4 Introduction .............................................................................................................. 4 Logging In ................................................................................................................ 4 Navigation ................................................................................................................ 5 Your Home Page...................................................................................................... 5 eView Terminology................................................................................................... 5 Locations.................................................................................................................. 7 Shop Logs ................................................................................................................ 8 eView Reporting ............................................................................................................ 9 Company Overview ..................................................................................................................... 9 Exception Analysis .................................................................................................................... 10 Quick Shops .............................................................................................................................. 11 Quick Ranking ........................................................................................................................... 12 Answer Summary ...................................................................................................................... 13 Question Correlation................................................................................................................. 14 Survey Summary ....................................................................................................................... 15 Survey Trending ........................................................................................................................ 16 Multiple Survey......................................................................................................................... 17 Period Comparison ................................................................................................................... 18 6 Period Report ......................................................................................................................... 18 1 Year Report ............................................................................................................................ 19

Dragon Dashboard ...................................................................................................... 20 Widgets .................................................................................................................. 21 Company Overview ................................................................................................................... 21 Drill Down Ranking.................................................................................................................... 21 Flashpoints ............................................................................................................................... 21 Image........................................................................................................................................ 21 Improvable Questions ............................................................................................................... 22 Key Question ............................................................................................................................ 22 Magic Quadrant ........................................................................................................................ 22 Map .......................................................................................................................................... 23 Net Promoter Score® ................................................................................................................. 23 Trending - Net Promoter Score® ................................................................................................ 23

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Score Comparison ..................................................................................................................... 24 Recent Evaluations.................................................................................................................... 24 Sections By Level....................................................................................................................... 24 Question Correlation................................................................................................................. 25 Question Crosstab..................................................................................................................... 25 Survey Summary ....................................................................................................................... 26 Top X Bottom X ......................................................................................................................... 26 Top X Bottom X Movers ............................................................................................................ 27 Trending-Drilldown ................................................................................................................... 27 Trending-Levels......................................................................................................................... 27 Trending-Levels Year Over Year ................................................................................................. 28 Trending-Questions .................................................................................................................. 28 Trending Responses .................................................................................................................. 28 Trending Sections ..................................................................................................................... 28 Trending Survey Summary ........................................................................................................ 29 Your Score ................................................................................................................................ 29

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eView Basics Introduction

eView is an online database used to house all of your Mystery Shop Evaluations. You can log-in to eView at anytime to view your Evaluations, run real time reporting and view information about your locations. You may also choose to receive emails from eView when Evaluations are completed that will provide you with a link to review the latest results of your Mystery Shopping Program.

The following is a quick reference guide that will show you how to: •

Log In • View Mystery Shop Evaluations • View Location Details • Run Reports • Manage your eView Account

Logging In

1. Go to: http://www.eviewcse.com Tip: Save this URL to your “Favorites” 2. Click on “Company Login” 3. Type in: Company Name: DFW Airport Manager: Password: 4. Click “Go” You are now on the Dragon Dashboard Page.

To get to the Company Home Page, click on the X in the upper right-hand corner of the link your mobile device to your manager account pop up window, and click on classic reports in the upper right-hand corner.

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You are now on the Company Home Page. You may return to the Home Page at any time by clicking the Reports icon on the top of the page

Navigation

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Reports: Click this icon to return to your eView Home Page Logs: Click this icon to view a list of individual shops Locations: Click this icon to view information on your locations (including average score and location details) Help: Click this icon at any time to gain helpful information related to the page you are on

Your Home Page

• Reports: view summary reports

for this survey • Locations: view information on your locations (including average score and location details) • Shop Logs: view a list of individual shops • View Form: View the current questionnaire for this survey • My Account: Change email, password, username, etc.

eView Terminology •

Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

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Display: Allows you to choose to display answers, which gives answer responses and their percentages, or just scores, which gives the average score percentage for any multiple-choice questions that have been selected.

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Full View: Shows a full screen color view of the report for on screen viewing.

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Graph Options: Allows you to set a Y scale minimum or maximum.

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Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Question: Allows you to choose the survey question you would like to report on.

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Rank On: Allows you to rank on report score (the shop overall score) or any of the main scoring sections.

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Run Analysis on: This allows the report to be run on the overall shop score, or any of the Main Scoring Sections.

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Show: Allows you to choose if you would like to see just the answer summaries, a graph of answers (works for non-text questions only) or both.

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Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

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Show Report For: Allows you to choose the level you are ranking. Includes Groups as well as all levels and individual reports (shops).

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Show Scores Between: Allows you to enter the scoring range you would like to report on. For example, if 65 and 95 are put into these fields, and overall score has been chosen in the "Run Analysis on" field, it will show all shops in the date range and level detail you have chosen that have a score between 65% and 95% for the overall score.

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Show Subdivision Scores: Check off subdivisions to get a list of the subdivisions with shops and average scores for all surveys combined.

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Sort Scores By: Allows you to sort the report by survey/subdivision name or by average score.

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Locations The purpose of this display is to view all locations for your company, along with an average for each location, and the total number evaluations completed for each location, within a specific date range.

How to: 1. From your Home Page, click on “Locations” 2. Select the Survey you wish to view from the pull-down menu 3. Name: To display a specific location or group of locations by name, enter the name of the store. Partial entries are allowed.

4. Subdivision: To display a list of locations by a specific subdivision, select a subdivision from the Subdivision Filter list.

5. YTD Avg: To view only locations that scored within a specific range, enter the range in the YTD Avg fields. For example, to only view locations that scored lower than 40%, enter 0 to 40 in the score fields.

6. Click “GO” to search for locations that match the criteria you've entered.

7. The report may be sorted by any column values by clicking on the column’s name.

8. Click “Details” to view detailed location information including the managers for that location.

9. Click “Evaluations” to display the individual shops scores for that location. It includes all shops for the current year to date sorted by shop date.

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Shop Logs The purpose of this display is to list completed evaluations for a specific form. This report will also provide the shop date and average score of all evaluations for a specified time frame.

How to: 1. From your Home Page, click on “Logs” 2. Select the Survey you wish to view from the pull-down menu 3. Date: Choose a starting month and number of months, or a date range on which you want to report, depending in what us set as your default.

4. Show Location: You have the option to choose a specific location by entering a partial name of the location or ID. 5. Show Level: You have the option to choose a specific level (district, region, area) by selecting a level in the pull-down menu.

6. Score: To only view evaluations that scored within a specific range, enter the range in the Score in the third column. For example, to view evaluations that scored lower than 40%, enter 0% to 40% in the boxes.

7. Click “GO” to search for evaluations that match the criteria you've entered. The report may be sorted by any column values by clicking on the column’s name.

8. Click “Screen” to view the evaluation in a separate window. You can also email the evaluation by entering an email address, your return email address and notes.

9. Click “PDF” to obtain a PDF copy of the report.

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eView Reporting Company Overview The Company Overview Report allows client managers to generate reports on every subdivision/location within the company's structure. It provides a quick way to view and compare scores between different subdivisions and locations as well as see average scores in each section of the report.

How to: 1. From your Home Page, click on “Reports” 2. Under Location Reports choose “Company Overview” from the pull-down menu and click “GO” 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending in what us set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Show: Click on Location or Subdivision. This will list the company average and the individual location or subdivision average.

7. Full View: Shows a full screen color view of the report for on screen viewing.

8. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Exception Analysis This report allows you to quickly identify exceptionally good or poor subdivisions or shops.

How to: 1. From your Home Page, click on “Reports” 2. Under “Location Reports”, click on “Exception Analysis” and click “GO” 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Show Reports for: Allows you to choose if you would like the report to sorted by group, level, location or evaluations.

7. Run Analysis On: Choose what you would like to run this report on, i.e. the overall shop score or any of the main scoring sections.

8. Show Scores Between: Allows you to enter the scoring range you would like to report on.

9. Full View: Shows a full screen color view of the report for on screen viewing.

10. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

11. The report may be sorted by any column's values simply by clicking on that column's

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Quick Shops The purpose of this report is to view a list of completed evaluations at one specific location within a certain date range

How to: 1. From your Home Page, click on “Reports” 2. Under “Location Reports”, choose “Quick Shops” and click on the “GO” button 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Click “GO” to search for evaluations that match the criteria you've entered.

7. The report may be sorted by any column values by clicking on the column’s name.

8. Click “Screen” to view the evaluation in a separate window. You can also email the evaluation by entering an email address, your return email address and notes.

9. Click “PDF” to obtain a PDF copy of the report.

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Quick Ranking This report allows you to generate a quick ranked list of whatever type of subdivision you choose.

You can rank these subdivisions (or shops) by overall score or a main sectional score. The rank corresponds to the chosen score.

How to: 1. From your Home Page, click on “Reports” 2. Under “Location Reports”, choose “Quick Ranking” and click on the “GO” button 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Show Report For: Allows you to choose the level you are ranking. Includes Groups as well as all levels and individual reports.

7. Rank On: Allows you to rank on report score (the shop overall score) or any of the main scoring sections.

8. Subsections: Checking the box enables you to see all subsection scores.

9. Click “GO” to search for evaluations that match the criteria you've entered.

10. The report may be sorted by any column values by clicking on the column’s name.

11. Click “Screen” to view the evaluation in a separate window. You can also email the evaluation by entering an email address, your return email address and notes.

12. Click “PDF” to obtain a PDF copy of the report.

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Answer Summary This report allows you to see all answers for a specific question on one screen.

How to: 1. From your Home Page, click on “Reports” 2. Under “Survey Reports”, you will choose “Answer Summary” and click “GO” 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Question: Choose the survey question you would like to report on.

7. Show: Select what you would like the report to show; a Summary of the Answers given or just a graph 8. On Screen Graph Options: Choose standard or deluxe graphing 9. Scaling: Allows you to set Y scale minimum or maximum, if desired.

10. Full View: Shows a full screen color view of the report for on screen viewing.

11. The report may be sorted by any column values by clicking on the column’s name.

12. Click “View” to view the evaluation in a separate window. You can also email the evaluation by entering an email address, your return email address and notes.

13. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Question Correlation This report allows you to select one question and view how the answers to that question correlate to the overall shop score. It is a good way to determine if the answer to a certain question is an indicator that a shop will have a very high or very low score. This can be used to discover in what areas improvement would lead to a higher overall shop score.

How to: 1. From your Home Page, click on “Reports” 2. Under “Survey Reports”, you will choose “Question Correlation” and click “GO” 3. Under “Survey” use the pull-down menu to select the survey you would like to use and click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Question: Choose the survey question you would like to report on. Only multiplechoice questions are shown.

7. View: choose how you wish to view the report - “Subdivisions with the Locations”, “Locations by ID”, or “Locations by Hierarchy” 8. Full View: Shows a full screen color view of the report for on screen viewing.

9. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Survey Summary This report shows how an average on how a specific subdivision/location scored on each survey question. Answers to multiple choice and yes/no questions broken down into percentages for each answer option within the date range and subdivisions chosen.

Numerical questions like scored number, measurement, time length, and currency questions will display the average value given.

Text, narrative, date and time questions will have the answer "Various" next to them as they have to many answers to report here. By clicking the view link to the right of each question you can view the question in the Answer Summary Report.

How to: 1. From your Home Page, click on “Reports” 2. Under “Survey Reports”, you will choose “Survey Summary” and click “GO” 3. Under “Survey” use the pull-down menu and select the survey you would like to use when running the report, then click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and of that level to report on.

6. Full View: Shows a full screen color view of the report for on screen viewing.

7. View: Shows the question in the Answer Summary Report (to further analyze question, please refer to Answer Summary Report in this guide.)

8. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Survey Trending The purpose of this report is to view information over a period of 1 to 12 months to track improvements or declines in scores. This information can be displayed for the overall score, individual sections, or questions from the evaluation.

It can also be viewed for the entire company or for individual levels within the company.

How to: 1. From your Home Page, click on “Reports” 2. Under “Survey Reports”, you will choose “Survey Trending” and click “GO” 3. Under “Survey” use the pull-down menu and select the survey you would like to use when running the report, then click “Change” 4. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

5. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

6. Display: Choose up to five different questions, main scoring sections, or the entire report score.

7. Display: Select how you would like you results displayed - either answers or scores 8. Full View: Shows a full screen color view of the report for on screen viewing.

9. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Multiple Survey This report gives a summary for each survey for the client, and then an overall summary of all surveys averaged together.

If any subdivisions are checked off, the report will also give a list of all the subdivisions with shops and their average scores. These averages are for all surveys combined.

How to: 1. From your Home Page, click on “Reports” 2. Under “Multiple Survey Reports”, you will choose “Multiple Survey” and click “GO” 3. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default.

4. Show Only Shops In: Allows you to narrow down results by choosing a level, and subdivisions of that level to report on.

5. Show Subdivision Scores: Check off subdivisions to get a list of the subdivisions with shops and average scores for all surveys combined.

6. Sort Scores By: Select if you would like the scores sorted by name or score 7. Full View: Shows a full screen color view of the report for on screen viewing.

8. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

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Period Comparison This report allows you to compare the results of one reporting period of your choice against the cumulative results of the current and past year.

How to: 1. From your Home Page, click on “Reports” 2. Under “Trending & Graph Reports”, you will choose “Period Comparison” and click “GO” 3. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default. Pick the first day of the month for a monthly comparison, or the first date of a set period for a period comparison.

4. You have the option to show locations by selecting the “Include locations (slower)” box 5. Full View: Shows a full screen color view of the report for on screen viewing.

6. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

6 Period Report 6 Month or 6 Period trending allows you to view how each subdivision or individual locations have performed over a chosen 6-period time span.

Results may be sorted by score, and you may choose to display individual shop scores along with the average overall scores.

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How to: 1. From your Home Page, click on “Reports” 2. Under “Multiple Survey Reports”, you will choose “6 Period” and click “GO” 3. Date: Pick the end date for this reporting, from that end date it will report back 6 periods 4. You have the option to view subdivisions, locations with evaluation counts or locations with individual evaluation scores 5. You may sort the data by any of the criteria in the drop down menu 6. Full View: Shows a full screen color view of the report for on screen viewing 7. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria.

1 Year Report One-year trending shows you how each subdivision or individual locations have performed over a one year period. The length and number of these periods is dependent on the year type setup for your company.

How to: 1. From your Home Page, click on “Reports” 2. Under “Trending & Graph Reports”, you will choose “1 Year” and click “GO” 3. Date: Choose a starting month and number of months, or a date range on which you want to report, depending on what is set as your default 19

4. You have the option to display a line or bar graph and to include sectional scores on the graph 5. Full View: Shows a full screen color view of the report for on screen viewing 6. Print View: Gives an easy to print version of the report without the top portion where you select date ranges and specific reporting criteria

Dragon Dashboard

Actionably navigate big picture trends with reporting features like outlier alert widget, question correlation widget, cause and effect analytics, magic quadrant, and much more with the Dragon Reporting Mobile app, get Real-time results on any device. You can create your own custom dashboard utilizing the available widgets. You can share your dashboard or send it to yourself or others on a regular basis.

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Widgets Company Overview Average overall scores broken down by level in a bar graph or spider graph with drilldown.

Drill Down Ranking Average overall scores broken down by level, in a table with a drill down

Flashpoints Shows outliers among levels and questions

Image Displays a static image 21

Improvable Questions The top 5 questions which are missing the most points

Key Question Displays the distribution of answer options for a single multiple-choice question and the average score for the question. Can also display text or narrative questions in a tabular format.

Magic Quadrant Graphically show performance for two metrics on one chart. Pick two metrics, such as overall score and sectional score. Place the crosshairs at the score that is considered acceptable. Set the Heat Mapping levels to show which locations are doing well(green), doing poorly(red), etc. in BOTH metrics

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Map Heat mapped map of overall or sectional scores for states, countries and/or subdivisions. Click a state or country to see scores for the state or country’s subdivisions

Net Promoter Score® Your Net Promoter score is the percentage of promoters minus the percentage of detractors. For more information go to: http://marketing.sassieshop.com/net_promoter_score/

Trending - Net Promoter Score® Your Net Promoter score is the percentage of promoters minus the percentage of detractors. For more information go to: http://marketing.sassieshop.com/net_promoter_score/

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Score Comparison Compare question, section or overall score in the same widget.

Recent Evaluations This widget shows all recently completed evaluations in the given time chosen.

Sections By Level Compare sectional scores by level

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Question Correlation

When two sets of data are strongly linked together they have a high correlation.

The correlation range is 0% to 100% where zero is no correlation and 100 is perfect correlation.

The strength thresholds are: 0 = none 0.1 - 20 = negligible 20.1 - 30 = weak 30.1 - 50 = moderate 50.1 - 70 = strong 70.1 - 99.9 = very strong 100 = perfect Correlation is Direct when the values increase together, and correlation is Inverse when one value decreases as the other increases.

Question Crosstab This widget displays the frequency of each of the possible answer combinations for the two selected questions. Each cell displays either the percentage or the count where the answer combination was selected.

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Survey Summary Response breakdown, average score and potential impact for each question on a survey

Top X Bottom X

Shows your topmost and bottom most locations for the time period

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Top X Bottom X Movers

Shows your topmost and bottom most locations ordered by movement of their average scores

Trending-Drilldown

Average overall scores broken down by level in a table with drilldown

Trending-Levels

Level unit’s scores over time. Drag over a segment to zoom into that segment

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Trending-Levels Year Over Year

Trend levels across multiple years. You can configure the number of years displayed

Trending-Questions

Tracks the performance over time of one or more questions

Trending Responses

Displays the distribution of answer options for a single multiple choice question across multiple periods

Trending Sections

Tracks a section’s performance over time

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Trending Survey Summary

Response breakdown, average score and potential impact for each question on a survey across multiple periods

Your Score

The score for the user’s level or location

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