Include all individuals at the organisation who have a perception of your company, from assistants to CEOs. Valuable insights can come from peripheral customers as well as day-to-day contacts. Not just your contacts, but their boss and members of their team.

Ensure that customer information is entered as accurately as possible, especially the contact’s first name, last name and email address.

 If you are servicing a customer across various locations make sure you include contacts from each

The column on the right-hand side of the Panel table may include suggestions/recommended actions. Here you will be able to see if:

The contact is a serial non-responder, meaning they have not responded for three consecutive rounds. We suggest contacting them directly. If they do not want to give feedback using this method, and cannot be persuaded, they should be taken off the Panel.

A customer has previously opted out of the survey. If a contact has previously opted out of The Relationship Rating, please ensure you have their consent to participate before including them in the round.

We have previously received a bounce back from this email address. Please take care to review these addresses and update any errors.

Assign the right Contact Types to contacts

Critical Contacts (CC) often make up 10% of your Panel. A CC is a contact who has the ability to hire or fire the company. Not including a CC could result in a major blind spot in the relationship.

Primary Contacts (PC) represent 25-30% of your Panel. PCs are your day-to-day contacts who you connect with on a regular basis.

You are likely to have contacts who are neither PC nor CC.

You may need to segment your Panel contacts into divisions (i.e. Department, Sectors, Brands, Products, etc.) This will enable us to provide reporting by different splits of data that will be useful for your business.

For analysis purposes, please include the level of Seniority (Senior, Mid-Level, Junior) for each of your client contacts. For example, your Critical Contacts should be marked as Senior on the database.

While Job Titles do not have to be exact, please ensure relevant titles are listed. Your client contacts will not see this titling, and it is for reporting purposes only.

The survey will make reference to the relevant company name based on what is submitted in the “Survey Name” field. It is critical to ensure this field is reviewed regularly so we are requesting feedback for the right company.