Viewing Insite Survey Results

The summary tab allows you to take a closer look at your performance in certain parts of the resident lifecycle across individual communities, teams, and at the larger company level.

Overall Performance Table

The Overall Performance Table at the top of this page gives you a better understanding of how your services compare to those of all the other property managers on SatisFacts, giving you an Exceptional, Superior, Average, Warning, or Red Flag score based on all survey responses received. This is your individual score in the area, as represented by a number between 1 and 5. Scores of 4.50 and above are considered “Exceptional”; those between 4.00 and 4.49 “Superior”; those between 3.5 and 3.99 “Average”; those between 3.00 and 3.49  “Warning”; and those below 3.00 “Red Flag.”  

This number is also represented on the table’s main graph by a colored line, the color of which corresponds to the group your score belongs to. Exceptional scores are denoted by a dark green color, Superior scores by a lighter shade of green, Average scores by yellow, Warning scores by a light shade of red, and Red Flag scores by a deep red.

To the right of your individual score, you’ll find your company average. This figure is an average score for all the Insite survey modules associated with your company, and is also represented by a number between 1 and 5.

The third number outlined on the Overall Performance Table is the SatisFacts Index. This figure is an average score for all companies running the same survey, and is also represented by a number between 1 and 5. This number is also represented on the table’s main graph by a gray line, and is directly compared to both your individual score in the area and your company average by the green or red percentages to the right of those numbers.

The graph on the Overall Performance Table also calculates your company’s trend in the area. This figure is represented by a dashed line and compiles all your recent scores in the area to determine what your scores are likely to be in the near future.

Finally, the Overall Performance Table calculates your survey’s Response Rate and Valid Email Coverage, both of which are represented by percentages in the table’s bottom right corner. The Response Rate denotes the percent of residents surveyed that have gone on to complete the survey, and Valid Email Coverage denotes the percent of email addresses provided by your Account Manager that were successfully sent survey requests.

Community Scores Table

Below the Overall Performance Table, you’ll find the Community Scores Table. This table takes all the individual communities associated with your account and places them in Exceptional, Superior, Average, Warning, or Red Flag groups based on each of their average scores in the area being surveyed.

As is the case at the company level, communities with scores of 4.50 and above are placed in the Exceptional group; those with scores between 4.00 and 4.49 are placed in the Superior group; those with scores between 3.5 and 3.99 are placed in the Average group; those with scores between 3.00 and 3.49 are placed in the Warning group; and those with scores below 3.00 are placed in the Red Flag group.

Each one of these groups is represented by a percentage inside the colorful bar that runs across the top of the table, with each percentage denoting the percent of all your communities belonging to that group. Click on any one of these percentages, or the corresponding tabs running directly underneath the top bar, to filter out the information being displayed on the table and isolate individual groups. You can also click the leftmost All Communities tab to see breakdowns of all your communities, or the following No Response tab to see breakdowns of the communities that haven’t received any survey responses yet.

Alternatively, you can use the Search Bar underneath the tab names to look up communities by name. For all tabs in the Community Scores Table, you’ll use the clickable arrows and Items Per Page box running along the bottom to navigate, expand, and shrink your view.

To the right of each community’s name, you’ll find the total number of Responses received from each one, as well as Response Rates that denote the percent of responses received out of all the tenants surveyed in each community. To the right of these numbers, you’ll find the Average Score for each community, all of which will be highlighted in their corresponding colors. Note that all of these columns can be rearranged in ascending or descending order using the small arrows next to any one of the bolded terms.

To the right of all of these columns, you’ll see a View Community button for each of your communities. Click this button to access a community’s Community Details Page.

Team Scores Table

The Team Scores Table works similarly to the Community Scores Table, though it mainly displays information regarding the larger “teams” or regional clusters that individual communities fall into. From left to right, this table displays the Name of each team or community, the total number of Communities within that team, the total number of Responses received within each team, the Response Rate of each team, and the Average Score of each team in the area being surveyed. The small progress bar to the left of each average score provides a visual representation of that score, and appears in the corresponding color.

Like the columns featured in the Community Scores table, all of these columns can be rearranged in ascending or descending order using the small arrows next to any one of the bolded terms.

You’ll also notice a small dropdown arrow just to the left of each team name in this table. These can be clicked on to access the same information on individual communities within your teams. As in the Community Scores Table, each community’s Community Details Page can be accessed at this level.