What Are You Asking Your Customers?

By Melissa Shipler

When was the last time you reviewed your current survey template(s) to ensure you are asking all of the industry questions available to you? Did you know that your current template is posted in Avid Reports? Use the Latest Reports and Documents panel to view your survey(s). Here’s how:

  1. Log into Avid Reports
  2. On the Dashboard, scroll down the page until you reach the Latest Reports & Documents
  3. Within this panel, select the Survey Proof(s) tab.
    Survey Templates
  4. The survey templates for each of your survey programs will be shown. (You will also see the Survey Awareness Document posted here to help you inform customers of your surveys.) You can click on the link or the PDF icon to view the survey template for that program.
  5. Contact your Client Success Manager if there are any changes you wish to make to your survey(s).

Customer Loyalty Types

by Melissa Shipler

Do you know who your raving fans are? What is the difference between an Avid Promoter and an Avid Passive? Use the Avid Customer Loyalty Graph to find out. Here’s how:

  1. Log into Avid Reports using your Login ID and password.
  2. Once logging in, you will be on the Dashboard where you can see your Customer Loyalty breakdown.
    Customer Loyalty 1
  3. Click on “Launch App” in the upper-right corner of this graph to be taken to the data within Survey Explorer.
  4. Once in Survey Explorer, you will see your Customer Loyalty graph again and a filter section along with several different options by which to filter your surveys. Click on the Customer Loyalty Type that you wish to view. In our example, we select the “Promoters” box in the filter section:
    Customer Loyalty 2
  5. Doing so will filter all your surveys so that only your Avid Promoters are displayed. From here you can view each of the surveys with this Loyalty Type.
  6. Click on the Customer Loyalty icon to display the description of the Loyalty Type and next steps:
    Customer Loyalty 3
    Customer Loyalty 4
  7. Want more descriptions? Click on the icon again to bring up descriptions for each Customer Loyalty Type as well as next steps.
    Customer Loyalty 5

Drill Down Into Your Surveys

by Melissa Shipler

You are keeping track of your company’s performance in a timely manner and viewing the data by community throughout Avid Reports. Did you know you can view specific surveys based on the additional information provided from your closings each month? Here’s how you can use this additional information to ‘drill down’ into your surveys:

  1. Log into Avid Reports using your Login ID and password.
  2. Click on “Survey Explorer” by either using the CrossLink or going to Reports Menu – Survey Explorer.
    Drill Down 1
  3. Once in Survey Explorer, check the “Drill Down” box on the left side of the orange-shaded section NOTE: You can only Drill Down by one field at a time within one division at a time.
    Drill Down 2
  4. Enter your Community and Time Period information and Click “Update Report” to run the Drill Down analysis.
  5. Survey Explorer will now display all surveys for the specific field and value you selected.
    Drill Down 3
  6. BONUS: If running a Drill Down for a specific representative, you also will be able to see the individual average for the rep. Use this to discover your individual average for just YOUR applicable surveys.
    Drill Down 4

Using Search Terms in Survey Explorer

By Melissa Shipler

Whether you are viewing surveys as they come in or for a specified time, Respondent Comments can tell you more of the story. You may want to see if anyone has commented about a specific item. Did you know you can use the Filter section in Survey Explorer to find those specific comments? Here’s how:

  1. Log into Avid Reports using your Login ID and password.
  2. Click on “Survey Explorer” by either using the CrossLink or going to Reports Menu – Survey Explorer.
    Search Terms - 1
  3. Once in Survey Explorer, scroll to the Filter section. You will see several different options in which to filter your surveys.
    Search Terms - 2
  4. Click on “Search Question” to select the comment area that you wish to search. For example, you can select Liked About Design/Features to search through all the comments made in this field.
  5. Click on “Search Terms” and type the word or phrase you wish to filter by. In this example, we have typed, “home.”
    Search Terms - 3
  6. Click Search. The surveys that have comments that match your search terms to the question you selected will be displayed. Your search term(s) will also be highlighted for easy review.
    Search Terms - 4
  7. Use this feature to dig deeper into your surveys and understand more about the experience your homebuyers received.

How to Create Report Links

By Melissa Shipler

Do you ever find yourself running the same report, month after month, quarter after quarter? Are you accessing it from the reports menu and unsure where to go each time? Try using Report Links!  By sending yourself a link, you can be taken directly to your favorite report each time. Here’s how to set one up:

  1. Log into Avid Reports using your Login ID and password.
  2. Process your report – for our example, we are running a Trend Report.
    Report Links - 1
  3. Once you run the report you need, click on “Email.”
    Report Links - 2
  4. Your email client (ie. Outlook, Gmail, etc.) will pop up, ready to send an email.
  5. Enter in your email address in the TO:
  6. Enter the name of your report (if it is something other than the default) in the SUBJECT: field.
    Report Link - 3
  7. Hit send.
  8. Next time you need this same type of report, you can simply open the email that you sent yourself, click on the link, and be taken directly to the same report once you log in.
  9. BONUS: Adjust your criteria in the orange shaded section at the top of the page, month after month or quarter after quarter for the highest efficiency.

Determining Your Team’s 5 Strongest (and Weakest) Attributes

By Melissa Shipler

Even if you’re above the industry average and delighting your customers, there’s always room for improvement. Using Avid Reports, you can track your five most succesful areas as well as the five areas for greatest improvement, and leverage your findings for well-deserved pats on the back (or perhaps a necessary brainstorming session). Here’s how:

  1. Once you’re logged in, go directly to the Reports Menu, scroll through the drop-down, and select Question Ranks.5 Strongest Attributes - Image 1
  2. Once you’re on the Question Ranks page, choose your Survey Study and Industry from the drop-down menus in the top left of the page. Then, navigate over to the Closing Interval on the top right of the page. In the Closing Interval, be sure to select at least 12 months of data. This will ensure that there is an amount of data substantial enough to track the results accurately. Click on “Update Report”.5 Strongest Attributes - Image 2
  3. By default, the data will be displayed in “Rank by Industry Difference.” This is called the Delta. Note that the Delta is the difference between your company’s average and the industry average you selected. So if you’re scoring at a 95, and the industry average is at an 80, the Delta number will be 15. Categories above the Delta mean you’re successfully competing above the industry average, while categories below the Delta means you have room to improve.
  4. From here, you’re easily able to export the content to Excel to use in sales meetings, goal setting, and employee management.
    5 Strengths - Image 3

Why Find Your Strongest and Weakest Attributes?

  • Find a reason to celebrate – It’s easy to focus on the negative, but with the new calendar year why not shift the emphasis on the positive? Use your top five attributes as a reason to celebrate and acknowledge what your team is doing right.
  • Set your goals ­­– What hasn’t been working? Are you in a position to fix it? If not now, what can your team do to improve results in the future? Use your five biggest areas with room for improvement to reflect on these questions.

Leverage Great Homebuyer Comments with Avid Socializer

It seems everyone has joined the Facebook world, including your customers. Wouldn’t it be great to leverage all the great comments you receive from homebuyers and share them with your Facebook audience? Now you can by adding the Avid Socializer to your programs! By adding Socializer, any comments that homebuyers have given you permission to use can be posted to your Facebook timeline.

Here’s how:

  1. Once you’re setup with Socializer and logged in, go to Survey Explorer in the Avid Reports system.
    Avid Socializer How To - 1
  2. Once in Survey Explorer, pull up your latest surveys or filter through received surveys as you wish.
  3. As you are reviewing your surveys, read through the comments for those that are complimentary and would be great to share.
    Avid Socializer How To - 2
  4. From the drop-down, select the section that contains the comment you wish to post.
    Avid Socializer How To - 3
  5. Once you have selected the comments, click the “Post to Facebook” button. This will open a dialog box.
  6. Use the slider control to select an excerpt of the question response.
    Avid Socializer How To - 4
  7. Double check the “Community” name.
  8. Select the Facebook page you wish to post the comment to from your drop down menu. Click “Post to Facebook.”
    Avid Socializer How To - 5
  9. This will then post the comment to your Facebook page. You will receive a confirmation of your post.
    Avid Socializer How To - 6
  10. Use the link provided in your confirmation to see the new post on your timeline!
    Avid Socializer How To - 7
  11. To add this or learn more details about this great feature, please contact your Client Success Manager.

Use Web Monitor to Oversee Online Reviews

Wouldn’t it be great to tap directly into every new review found online at the very minute it was posted? As much as we love buzzing around the internet, we’d prefer to spend our time logging hours on useless YouTube videos rather than combing through every new review. We imagine you share this sentiment, which is why you might appreciate Avid’s Web Monitor™, an add-on part of Avid’s GoSocial™ program. Gain mission-critical information across all online platforms. Here’s how.

  1. Once you’re logged in, you will be taken directly to the Dashboard. (If you do not have this ability, please see your User Manager or contact Avid Client Services for details.)

 

  1. On the Dashboard you’ll find the Web Monitor; note that it will alert you if you have any new reviews pending.Step2
  2. From here, you’ll be able to quickly and easily scan through new reviews aggregated from online. Web Monitor allows you the opportunity to see reviews posted from public social media pages. (i.e. Facebook, Google, Houzz, Yelp!, etc.) in a real-time manner.Step3

Managing Your Reviews, All in One Place

  • Respond Quickly ­­–  Let no reviews fall through the cracks. Following up quickly insures that if a negative comment were to arise, you’d be able to handle it before it ballooned into a larger problem.
  • Gain a Comprehensive Understanding – You already have the pulse on what consumers are saying, but Web Monitor will allow for a comprehensive review. Couple this with the other tools with Avid’s GoSocial suite to stay on top of your online presence.