Mark Peeters
Read all my blogsMeasuring customer satisfaction, registering customer feedback during visits or …… it can all be done in SAP Cloud for Customer using Survey’s.
Surveys are fully flexible and allow you to setup a dynamic sequence of questions and answers, allowing you to gain insight in what is driving your business.
In many cases you might want to report on question dependencies. For instance, ‘what do customers that answered A to question 1, answer to question 2. This will provide a real drill down report with the Survey.
Lets look at this requirement with a Net Promotor Score (NPS) example.
Question 1 NPS Question: How likely are you to recommend us to a friend or colleague?
Question 2 Root Cause Question: What is the main reason for this rating?
We would like to do a Pareto analysis on the root cause per NPS Score. In other words, what is the main reason why people would recommend us and what is the main reason why they wouldn’t?. This can be done in a nice column diagram that is sorted in counter. But the data needs to be available in a specific manner to be able to relate two questions to each other.
The Challenge
The Solution
We can do this with the creation of a cloud data source per question and joining these cloud data sources with the standard survey data source.
Step 2.
We create an InnerJoin Data Source with the new Cloud Data Source and the Survey Data Source.
Step 3.
We create a Left outer Join Data Source with all Data Sources created in step 2. The picture on the right shows this setup for 3 questions.
Step 4.
Now we can create a report an the new Data Source. In the Report wizard you will get several fields with the name “Answer” in step 4 “Characteristics Properties” you can change this description to for example “NPS Score” and “Root Cause”