Introduction of industry benchmarks
We've introduced the ability to see not only how a community is comparing to your company average but also the industry average, allowing you to benchmark against others and gain an understanding of what your peers are doing.
You can will see the industry benchmark on any community scoring chart, depicted by the dotted line.
For more information on how industry benchmarks are calculated, check out this article.
Improved customer experience score readability
Based on user feedback, we have changed the sign of the scores - they previously ran from 0 down to -100 (with -100 being the worst possible score) and going forwards they will run from 0 UP TO 100 (with 0 being the worst possible score).
So any customer who was previously showing up as -99, will now be a 1, and so on. This won't affect the actual score of each individual - those who were scoring poorly before will still be scoring poorly.
Understand which communities are affected by certain goals
If you are keeping an eye on certain customer goals such as "I want to create a maintenance task" or "I want to sign my lease", you can now get an even better understanding of where to focus thanks to the list of communities at the bottom of the goal page.
To learn more about tracked goals, check out this Help Center article.
You can now share community and customer action plans
If you want to share the steps from one of our suggested action plans with your colleagues, you now have the option to either copy the text or have it pasted straight into an email. Simply click on the Share button at the bottom of any of them to select your preferred option.
To learn more about community action plans, check out this Help Center article, or for customer action plans, this article.
Community ratings are shown alongside scores
We've improved the way we display the scores of communities by providing a rating alongside the score; you will also see these in our weekly email reports.