WHO IT’S FOR

THE EXECUTIVE INFLUENCER

Corporate-level decision makers in need of comprehensive customer perspective

THE FIELD MANAGER

Area supervisors overseeing the customer experience of a multi-unit region
 

WHAT IT DOES

Over the last decade, Mindshare’s library of customer feedback reports has grown large to meet the many positional needs within any major enterprise. Admittedly, these reports, when taken all at once, can be a little like drinking from a fire hose. That’s why we installed a faucet—it’s called the Mindshare Management Dashboard.

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WHO IT’S FOR

THE LOCATION MANAGER

Unit supervisor responsible for the performance of a single location, working directly and daily with employees and customers on the front lines
 

WHAT IT DOES

Your average store manager or call center supervisor doesn’t go to bed and dream of data. “They got 99 problems, but data analysis ain’t one.” When you’re working on the front lines, all you want are clear orders to deliver to your team.

When measuring performance scores, there’s a tendency to focus on the lower scores and take the higher scores for granted. Statistically speaking, this is not an effective way to look at scores—especially when it comes to improving overall customer satisfaction. We need to focus on the areas where we rank the highest. Think about it this way: We avoid negative people, but we flock to positive people. Why would performance scores be any different?

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WHO IT’S FOR

THE EXECUTIVE INFLUENCER

Corporate-level decision makers in need of
comprehensive customer perspective
 

WHAT IT DOES

Business is based on cause and effect. When you send out structured surveys soliciting customer satisfaction levels, you learn an effect. Something—or a combination of things—happened in your store that day to cause customers to check the box marked “Very Satisfied” or “Very Unsatisfied”—or something in between.

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