Report Overview

 

The Cross-Tab Report allows you to take a deep dive into your survey respondent's demographic data. From fields such as age segments, credit score breakdowns, and determining if your members consider you their Primary Financial Institution (PFI), the Cross-Tab can provide powerful insight that can build off your NPS, MES, and Total Experience Scores from your survey results. 

 

Where to Access the Cross-Tab Report

 

From within your MemberView Dashboard, in the "Run a Report" tab, you can find the Cross-Tab Report by selecting it from the Report Type dropdown box as shown below. 

 

 

From here, you may select a specific time frame (calendars) or preset date range such as "Last Quarter", "Last Year", "Last Month", etc. You may also elect to filter on a specific delivery channel or experience type (survey type) if you so choose. 

 

How to Run a Cross-Tab Report

 

Your report will now be generated based on the parameters you initially selected on the "Generate a Report" screen (above). In this example below, you can see we have run our report without any specific filters selected (these would be orange if a specific filter is applied).

 

You may also notice that when Cross-Tab Reports are initially run, "Cross Tab 1", "Cross Tab 2", and "Cross Tab 3" are empty. This is the case so you can be rest assured that you are starting from the ground level. 

 

 

To select your cross-tab fields, select "Cross Tab 1" and choose a field you'd like to filter on. For this example, we will use Age for Cross Tab 1. Worth noting, as long as your data files have these available fields mapped and are sending them to MemberXP, these will be possible to report on.

 

 

After you are done choosing your different fields to report on, select the orange Display Data button.

 

 

We now have built a Cross-Tab Report chart that shows us how many of our survey respondents (within the time range we selected) fall into a specific age segment. As our data shows, the majority of our survey respondents fall into the 35-49 age range (28 respondents) with the second most coming from the 65+ age range. 

 

We can even go further and give ourselves more insight into these age segments by applying a filter on our scoring systems (NPS, MES, Total Experience) by selecting any from the dropdown box shown below. 

 

 

For the purpose of this article, we will select Net Promoter Score and see what our NPS looks like for each age segment within our Cross-Tab Report chart. 

 

 

We can now see the Net Promoter Scores that correlate with our age segmentations. As noted earlier, our 35 to 39 and 65+ segments have the most responses and are similar in count, but the 35 to 39 segment has a much lower NPS score (53.57 NPS). We can leverage this data in marketing efforts in determining how to better serve this age segment while still maintaining our service level to the 65+ group (82.61 NPS). 

 

*Creating a Pie Chart/Bar Chart

 

Currently only an option when choosing 1 field to Cross-Tab on, our clients have the ability to create a Pie Chart or Bar Chart for an alternate visual option. By selecting the pie chart/bar chart graphic under "Survey Count" or "Survey Count %" will generate a chart of the same data seen within the Cross-Tab chart.

 

 

 

*Please note that our team is currently working on creating an alternative color palette for easier differentiation between segments on the chart. 

 

More Information

 

Our Client Success Team has created a video walkthrough for more information on utilizing the Cross-Tab Report. In the video, our CSMs guide you through the same topics covered here in this article, but deliver a more "hands-on" tutorial. 

 

You can view the video tutorial by clicking the image below: