Bi reporting tool master wireframe specification

1. <CLIENT>
BI Reporting Tool

2. Confidential
COUNTRYWIDE VIEWS
2

3. Confidential
1.0 DASHBOARD SUMMARY PAGE :: COUNTRYWIDE VIEW (INTERACTION TAB – DEFAULT VIEW)
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
3
Current Path | Countrywide FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: All
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
INTERACTIONS ▲ TOTAL Auto Property Direct Retail ND
Billing (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
On-Boarding (XX) ♦ 24.0% • 25.9% ♦ 24.0% • 25.9% • 25.9% • 25.9%
Cancellations (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Renewals (XX) • 35.8% • 44.3% • 35.8% • 44.3% • 44.3% • 44.3%
Policy Service (XX) ♦ 24.0% • 25.9% ♦ 24.0% • 25.9% • 25.9% • 25.9%
Claims (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Net Promoter Distribution
(Click on range on graph to view details)
Detractors 15%
Passives 10%
Promoters 75%
Print To PDF
INTERACTION BUSINESS CENTER
REGION

4. Confidential
1.0 DASHBOARD SUMMARY PAGE :: COUNTRYWIDE VIEW (BUSINESS CENTER TAB)
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
4
Current Path | Countrywide FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: All
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
BUSINESS CENTER ▲ TOTAL Auto Property Direct Retail ND
All (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Net Promoter Distribution
(Click on range on graph to view details)
Detractors 15%
Passives 10%
Promoters 75%
Print To PDF
INTERACTION BUSINESS CENTER
REGION

5. Confidential
1.0 DASHBOARD SUMMARY PAGE :: COUNTRYWIDE VIEW (REGION TAB)
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
5
Current Path | Countrywide FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: All
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
N/A
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
REGION ▲ TOTAL Auto Property Direct Retail ND
All (XX) • 27.9% • 21.6% • 27.9% N/A • 21.6% • 21.6%
Net Promoter Distribution
(Click on range on graph to view details)
Detractors 15%
Passives 10%
Promoters 75%
Print To PDF
BUSINESS CENTER REGION
Drill All | ▼
INTERACTION

6. Confidential
INTERACTION VIEWS
6

7. Confidential
1.0 DASHBOARD SUMMARY PAGE :: LOB (AUTO) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
7
Current Path | Countrywide :: Auto FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
INTERACTION BUSINESS CENTER REGION
45.3%
Total
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
INTERACTIONS ▲ TOTAL Direct Retail ND
Billing (XX) • 27.9% • 21.6% • 21.6% • 21.6%
On-Boarding (XX) ♦ 24.0% • 25.9% • 25.9% • 25.9%
Cancellations (XX) • 27.9% • 21.6% • 21.6% • 21.6%
Renewals (XX) • 35.8% • 44.3% • 44.3% • 44.3%
Policy Service (XX) ♦ 24.0% • 25.9% • 25.9% • 25.9%
Claims (XX) • 27.9% • 21.6% • 21.6% • 21.6%

8. Confidential
1.0 DASHBOARD SUMMARY PAGE :: CHANNEL (RETAIL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
8
Current Path | Countrywide :: Retail FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Retail
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
INTERACTION BUSINESS CENTER REGION
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
INTERACTIONS ▲ TOTAL Auto Property
Billing (XX) • 27.9% • 21.6% • 27.9%
On-Boarding (XX) ♦ 24.0% • 25.9% ♦ 24.0%
Cancellations (XX) • 27.9% • 21.6% • 27.9%
Renewals (XX) • 35.8% • 44.3% • 35.8%
Policy Service (XX) ♦ 24.0% • 25.9% ♦ 24.0%
Claims (XX) • 27.9% • 21.6% • 27.9%

9. Confidential
1.0 DASHBOARD SUMMARY PAGE :: CHANNEL (DIRECT) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
9
Current Path | Countrywide :: Retail FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Direct
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
INTERACTION BUSINESS CENTER
INTERACTIONS ▲ TOTAL Auto Property
Billing (XX) • 27.9% • 21.6% • 27.9%
On-Boarding (XX) ♦ 24.0% • 25.9% ♦ 24.0%
Cancellations (XX) • 27.9% • 21.6% • 27.9%
Renewals (XX) • 35.8% • 44.3% • 35.8%
Policy Service (XX) ♦ 24.0% • 25.9% ♦ 24.0%
Claims (XX) • 27.9% • 21.6% • 27.9%

10. Confidential
LOB/CHANNEL VIEWS
(INTERACTION SELECTED)
10

11. Confidential
1.0 DASHBOARD SUMMARY PAGE :: BUSINESS CENTER (LOB / CHANNEL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
11
Current Path | Countrywide :: Auto :: Retail FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
Print To PDF
INTERACTION BUSINESS CENTER REGION
INTERACTIONS
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
44.1% 35.6% +8.5% 500
-100% 50% 0% 50% 100%
Billing (XX)
On-Boarding (XX)
Cancellations (XX)
Renewals (XX)
Policy Service (XX)
Claims (XX)

12. Confidential
1.0 DASHBOARD SUMMARY PAGE :: BUSINESS CENTER (LOB / CHANNEL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
12
Current Path | Countrywide :: Auto :: Retail FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
ORGANIZATION SUMMARY View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
INTERACTION BUSINESS CENTER REGION
BUSINESS CENTER
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
-100% 50% 0% 50% 100%
[Business Center]
[Business Center]
[Business Center]
[Business Center]
[Business Center]

13. Confidential
1.0 DASHBOARD SUMMARY PAGE :: BUSINESS CENTER (LOB / CHANNEL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
13
Current Path | Countrywide :: Auto :: Retail FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
ORGANIZATION SUMMARY View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
INTERACTION BUSINESS CENTER REGION
REGION
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
-100% 50% 0% 50% 100%
[Region]
[Region]
[Region]
[Region]
[Region]
Drill All | ▼

14. Confidential
BUSINESS CENTER VIEWS
(INTERACTION SELECTED)
14

15. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION (BILLING) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
15
Current Path | Countrywide :: Billing FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
BUSINESS CENTER REGION
BUSINESS CENTER ▲ TOTAL Auto Property Direct Retail ND
All (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%

16. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION (BILLING) / LOB (AUTO) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
16
Current Path | Countrywide :: Billing :: Auto FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: All
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
BUSINESS CENTER REGION
BUSINESS CENTER ▲ TOTAL Direct Retail ND
All (XX) • 27.9% • 21.6% • 21.6% • 21.6%

17. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION (BILLING) / CHANNEL (RETAIL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
17
Current Path | Countrywide :: Billing :: Channel FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing, Retail
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
BUSINESS CENTER REGION
BUSINESS CENTER ▲ TOTAL Auto Property
All (XX) • 27.9% • 21.6% • 27.9%

18. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION (BILLING) / BUSINESS CENTER VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
18
Current Path | Countrywide :: Billing :: All FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing
Organization: BC
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
TEAM ▲ TOTAL Auto Property Direct Retail ND
All (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Net Promoter Distribution
(Click on range on graph to view details)
Detractors 15%
Passives 10%
Promoters 75%
Print To PDF
BUSINESS CENTER

19. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION (BILLING) / BUSINESS CENTER / TEAM VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
19
Current Path | Countrywide :: Billing :: All :: All FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing
Organization: BC, Tm
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
REPRESENTATIVE ▲ TOTAL Auto Property Direct Retail ND
All (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Net Promoter Distribution
(Click on range on graph to view details)
Detractors 15%
Passives 10%
Promoters 75%
Print To PDF
BUSINESS CENTER

20. Confidential
1.0 DASHBOARD SUMMARY PAGE :: BUSINESS CENTER (LOB / CHANNEL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
20
Current Path | Countrywide :: Auto :: Retail :: All FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail
Organization: BC
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
ORGANIZATION SUMMARY View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
INTERACTION BUSINESS CENTER
TEAM
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
-100% 50% 0% 50% 100%
[Team]
[Team]
[Team]
[Team]
[Team]
Drill All | ▼

21. Confidential
1.0 DASHBOARD SUMMARY PAGE :: BUSINESS CENTER (LOB / CHANNEL) VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
21
Current Path | Countrywide :: Auto :: Retail :: All :: All FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Team - All>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail, Billing
Organization: BC – All, Tm - All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
ORGANIZATION SUMMARY View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
INTERACTION BUSINESS CENTER
REPRESENTATIVE
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
-100% 50% 0% 50% 100%
[Rep]
[Rep]
[Rep]
[Rep]
[Rep]
Drill All | ▼

22. Confidential
1.0 DASHBOARD SUMMARY PAGE :: INTERACTION / LOB / CHANNEL VIEW
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
22
Current Path | Countrywide :: Auto :: Retail :: Billing :: All :: All :: All FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Print To PDF
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Retail, Billing
Organization: All, All, All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
ORGANIZATION SUMMARY View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
27.4%
41.2%
27.4% 36.8%
13.7% 24.0%
100.0%
50.0%
0.0%
-50.0%
-100.0%
Sample Billing
Purchasing
/ On-Boarding
Claims Policy Services Renewals Cancellations
Size 6 25 38 60 100 2000

23. Confidential
REGION VIEW
(INTERACTION SELECTED)
23

24. Confidential
1.0 DASHBOARD SUMMARY PAGE :: SALES HIERARCHY
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
24
Current Path | Countrywide :: Billing :: Auto FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing, Auto
Organization: All
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
Print To PDF
BUSINESS CENTER REGION
45.3%
Total
Responses: XX
N/A
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
REGION ▲ TOTAL Direct Retail ND
Region (XX) • 27.9% N/A • 21.6% • 21.6%
Region (XX) ♦ 24.0% N/A • 25.9% • 25.9%
Region (XX) • 27.9% N/A • 21.6% • 21.6%
Region (XX) • 35.8% N/A • 44.3% • 44.3%

25. Confidential
1.0 DASHBOARD SUMMARY PAGE :: SALES HIERARCHY
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
25
Current Path | Countrywide :: Billing :: Auto :: Region FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing, Auto
Organization: Region
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
Print To PDF
REGION
45.3%
Total
Responses: XX
N/A
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
SALES DIRECTOR ▲ TOTAL Direct Retail ND
All (XX) • 27.9% N/A • 21.6% • 21.6%

26. Confidential
1.0 DASHBOARD SUMMARY PAGE :: SALES HIERARCHY
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
26
Current Path | Countrywide :: Billing :: Auto :: Region :: Sales Dir. FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing, Auto
Organization: Region, SD
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
Print To PDF
REGION
45.3%
Total
Responses: XX
N/A
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
SALES EXECUTIVE ▲ TOTAL Direct Retail ND
All (XX) • 27.9% N/A • 21.6% • 21.6%

27. Confidential
1.0 DASHBOARD SUMMARY PAGE :: SALES HIERARCHY
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
Drill All | ▼
© 2010
Client
27
Current Path | Countrywide :: Billing :: Auto :: Region :: Sales Dir. :: Sales Exec FILTERS ON
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Billing, Auto
Organization: Region, SD, SE
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
Print To PDF
REGION
45.3%
Total
Responses: XX
N/A
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
AGENCY ▲ TOTAL Direct Retail ND
All (XX) • 27.9% N/A • 21.6% • 21.6%

28. Confidential
SURVEY QUESTION SUMMARY
28

29. Confidential
2.0 SURVEY QUESTION SUMMARY PAGE
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
DASHBOARD
SUMMARY
SURVEY
QUESTION SUMMARY
Drill All | ▼
Net Promoter / Core Metrics
Overall
Agent
© 2010
Client
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
FILTER: - SELECT - ▼ VIEW | RESET
Current Path | Countrywide FILTERS ON
SURVEY QUESTION SUMMARY Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
● Meets or Exceeds Average ♦ Below Average
Attribute
(Net Promoter Calculation)
[SELECTED PERIOD]
Vs.
[COMP GRP]
Vs.
[Last Period]
Vs. [Same Period
Last Year]
Export Print To PDF
YTD
YTD vs. Last
Year YTD
Likelihood to Recommend • 32.5% +0.5 +0.4 N/A 33.5% N/A
Satisfaction • 32.5% +0.5 +0.4 N/A 33.5% N/A
Likelihood to Renew • 32.5% +0.5 +0.4 N/A 33.5% N/A
Exceeded Expectations • 32.5% +0.5 +0.4 N/A 33.5% N/A
Attribute
(Net Promoter Calculation)
[SELECTED PERIOD]
Vs.
[COMP GRP]
Vs.
[Last Period]
Vs. [Same Period
Last Year]
YTD
YTD vs. Last
Year YTD
Agent • 32.5% +0.5 +0.4 N/A 33.5% N/A
Call Center • 32.5% +0.5 +0.4 N/A 33.5% N/A
<CLIENT>.com • 32.5% +0.5 +0.4 N/A 33.5% N/A
Attribute
(Net Promoter Calculation)
[SELECTED PERIOD]
Vs.
[COMP GRP]
Vs.
[Last Period]
Vs. [Same Period
Last Year]
YTD
YTD vs. Last
Year YTD
Timely • 32.5% +0.5 +0.4 N/A 33.5% N/A
Easy to Reach • 32.5% +0.5 +0.4 N/A 33.5% N/A
Knowledgeable • 32.5% +0.5 +0.4 N/A 33.5% N/A
The Comparison Graph displays attribute results for
entities or hierarchy states throughout a root entities
hierarchy. This object is displayed on the Snapshot
Page when the hierarchy state includes either Team
or Representative AND when LOB / CHANNEL / and
BUSINESS CENTER are all part of the current
hierarchy state.
Page Header
• Page Navigation Updated
• Time Filter Selection Updated
• Drill Path / Drill-Down Controls Added.
Content Header
• Content Header Added (see content header
wireframes)
Survey Question Summary Data Tables

30. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
VIEW COMMENTS PAGE
SURVEY
DATE
INTERACTION
DATE
INTERACTION
DETAILS
COMMENTS
Rolling
Month
LIKELY TO
RECOMMEND
(net promoter)
Rolling
3 Months
POLICY
ID
FILTERS OFF
Rolling
12 Month
ALERTS
1/20/2009
9:45 AM
1/20/2009
9:45 AM
Auto,
Direct
Portland, OR
The rep was trying to get off of the call as
quickly as she could and was a little
impatient.
Promoter (9) 10005
1/19/2009
2:30 PM
1/19/2009
2:30 PM
Auto,
Retail
Portland, OR
They did not listen to what I had to say
and I wish she had been more respectful.
Promoter (10) 94632
1/15/2009
5:30 PM
1/15/2009
5:30 PM
Auto,
Renewal
Portland, OR
My car was recently totaled and I was
trying to speak to someone that could give
me advice on the next step to take and
the person was not very helpful.
Detractor (4) 42881
1/10/2009
12:00pm
1/10/2009
12:00pm
Auto,
Billing
Portland, OR
They did not listen to what I had to say
and I wish she had been more respectful.
Promoter (10) 11452
1/10/2009
12:00pm
1/10/2009
12:00pm
Auto,
Billing
Portland, OR
My car was recently totaled and I was
trying to speak to someone that could give
me advice on the next step to take and
the person was not very helpful.
Promoter (9) 17836
[ 1 ] [ 2 ] [ 3 ]
Comments Per Page: 50 | ▼
VIEW COMMENTS
● Meets or Exceeds Average ♦ Below Average
What one thing could <CLIENT> have done to improve your overall Responses: <XX> Select Comment: experience? ▼
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
SURVEY
QUESTION SUMMARY
CUSTOMER
DETAIL SUMMARY
TRENDS
VIEW
COMMENTS
DASHBOARD
SUMMARY
FILTER: - SELECT - ▼ VIEW | RESET
Export Print To PDF
Drill All | ▼ Current Path | Countrywide

31. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
CUSTOMER DETAIL SUMMARY
● Meets or Exceeds Average ♦ Below Average
Responses: <XX> FILTER BY Attribute: Satisfaction with <CLIENT> ▼ | Distribution: 1-6 ▼
© 2010
Client
CUSTOMER
DETAIL SUMMARY
CUSTOMER DETAIL SUMMARY
31
SURVEY
DATE ▼
INTERACTION
DATE
INTERACTION
DETAILS
AGENT
DETAILS
REP
Likely To
Recommend
(Net Promoter)
POLICY
ID
ALERT
1/20/2009
9:45 AM
1/20/2009
9:45 AM
Auto
Billing
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/19/2009
2:30 PM
1/19/2009
2:30 PM
Auto
On-boarding
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/15/2010
5:30 PM
1/15/2010
5:30 PM
Auto
Policy Service
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/15/2010
5:30 PM
1/15/2010
5:30 PM
Auto
Billing
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/12/2010
12:00pm
1/12/2010
12:00pm
Auto
Renewal
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 42881
1/8/2010
12:24PM
1/15/2010
5:30 PM
Auto
Policy Service
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/7/2010
4:36PM
1/15/2010
5:30 PM
Auto
Billing
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/7/2010
2:29PM
1/12/2010
12:00pm
Auto
Renewal
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 42881
[ 1 ] [ 2 ] [ 3 ]
FILTERS OFF
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
TRENDS
DASHBOARD
SUMMARY
FILTER: - SELECT - ▼ VIEW | RESET
Export Print To PDF
Drill All | ▼ Current Path | Countrywide

32. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
TRENDS
TRENDS PAGE
FILTERS OFF
YEAR-TO-DATE SUMMARY
TRENDS
● Meets or Exceeds Average ♦ Below Average
Likelihood Select Attribute: to Recommend | ▼
Calendar : (Fiscal Year Jan-Dec 2010) | View Time Period Calculation Rules
100.0%
50.0%
0.0%
-50.0%
-100.0%
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
This Year Last Year Top 25% Countrywide
12-Period Trended
Data
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
Top 25%
[Comp Group] 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% - - - - -
This Year
(FY 2010) 42.3% 38.9% 42.4% 36.5% 40.5% 35.6% 42.4% - - - - -
Last Year
(FY 2009) - - - - - - - - - - - -
Countrywide 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% - - - - -
YTD results for current entity for
the selected attribute
At or Above
Comp Avg.
42.4%
Below
Comp Avg.
Calendar
Year-To-Date
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
DASHBOARD
SUMMARY
CUSTOMER
DETAIL SUMMARY
FILTER: - SELECT - ▼ VIEW | RESET
Print To PDF
Drill All | ▼ Current Path | Countrywide

33. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
5.0 SURVEY DETAILS
Attribute Survey Response
Likelihood to Recommend 6
Satisfaction 6
Likelihood to Renew 9
Exceeded Expectations 7
Overall
Attribute Survey Response
Agent 9
Call Center 6
<CLIENT>.com 8
Attribute Survey Response
Timely 9
Easy to Reach 6
Knowledgeable 9
CUSTOMER SUMMARY
Policy ID
1000501
Interaction Details
Auto, Direct
Customer
Jim Washburn
Representative
Jonathan Doe
Net Promoter
Detractor (6)
Business Center
Portland, OR
Team
Mike Davis
Net Promoter/Core Metrics
Agent
SURVEY DETAILS
● Meets or Exceeds Average ♦ Below Average
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
FILTERS OFF
TRENDS
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
DASHBOARD
SUMMARY
CUSTOMER
DETAIL SUMMARY
FILTER: - SELECT - ▼ VIEW | RESET
Print To PDF
Current Path | Countrywide
Export

34. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
DASHBOARD
SUMMARY
© 2010
Client
FILTER SELECTION VIEW
34
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
Current Path | Countrywide FILTERS ON
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
FILTER CLASS
<Representative>
Select |
FILTER OPTIONS
ORGANIZATION CROSS-LINE CHANNEL
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
Enter a search string matching the filter
option(s) you are looking for: (min 3 chars)
24.0%
Responses: [XX]
Business Category
Line: Auto, Direct
Organization: Bus. Center, Team
Category
Category
Attribute
Net
Calculation
Filter 1
Filter 2
Filter 4
Filter 5
Filter 7
Filter 8
Comp Avg. Promoters
(9-10 Responses)
Help
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
---
->
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
<-
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Filter 3
Filter 6
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
INTERACTION BUSINESS CENTER
---
<<
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
Apply cancel
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
Business Center ▲ TOTAL Auto Property Direct Retail ND
Business Center (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Business Center (XX) ♦ 24.0% • 25.9% ♦ 24.0% • 25.9% • 25.9% • 25.9%
Business Center (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Business Center (XX) • 35.8% • 44.3% • 35.8% • 44.3% • 44.3% • 44.3%

35. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
DASHBOARD
SUMMARY
© 2010
Client
PROCESSING RESULTS VIEW
35
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
CUSTOMER
DETAIL SUMMARY
TRENDS
Current Path | Countrywide FILTERS ON
DASHBOARD SUMMARY
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
- SELECT - ▼ VIEW | RESET
● Meets or Exceeds Average ♦ Below Average
FILTER:
<Representative>
PROCESSING RESULTS…
Net Promoter Summary
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Detractors 15%
Passives 10%
Promoters 75%
Distribution (lick on range on graph to view details)
24.0%
Responses: [XX]
Business Line: Auto, Direct
Organization: Bus. Center, Team
Attribute
Net
Calculation
Comp Avg. Promoters
(9-10 Responses)
Passives
(7-8 Responses)
Detractors
(1-6 Responses)
Please Wait
Recommend ● 65.0% 52.5% 78.0% 5.9% 17.1%
Satisfaction ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Renew ● 42.8% 33.1% 62.0% 13.5% 24.5%
Exceeded Expectations ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Distribution
(Click on range on graph to view details)
CORE METRICS
Detractors
Passives
Promoters
INTERACTION BUSINESS CENTER
View Summary Results for Core Metric: Likelihood to Recommend <CLIENT> ▼
ORGANIZATION SUMMARY
45.3%
Total
Responses: XX
45.3%
Auto
Responses: XX
45.3%
Property
Responses: XX
45.3%
Direct
Responses: XX
45.3%
Retail
Responses: XX
45.3%
ND
Responses: XX
Business Center ▲ TOTAL Auto Property Direct Retail ND
Business Center (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Business Center (XX) ♦ 24.0% • 25.9% ♦ 24.0% • 25.9% • 25.9% • 25.9%
Business Center (XX) • 27.9% • 21.6% • 27.9% • 21.6% • 21.6% • 21.6%
Business Center (XX) • 35.8% • 44.3% • 35.8% • 44.3% • 44.3% • 44.3%

36. Confidential
SITEMAP AND MODULE INDEX
36
2.0
SURVEY
QUESTION
SUMMARY
4.0
CUSTOMER
SUMMARY
5.0
SURVEY DETAILS
6.0
TRENDS
1.O
DASHBOARD
SUMMARY
MODULE INDEX
M.1 GLOBAL HEADER
M.2 DRILL PATH / NAVIGATION
M.3 GLOBAL FOOTER
M.4 CONTENT HEADER
M.5 CORE METRICS SUMMARY
M.6 ORGANIZATION SUMMARY 1
M.7 ORGANIZATION SUMMARY 2
M.8 COMPARISONS GRAPH
M.9 ATTRIBUTE DATA TABLE
M.10 COMMENTS DATA TABLE
M.11 CUSTOMER SUMMARY DATA TABLE
M.12 SURVEY DETAIL CUSTOMER SUMMARY
M.13 SURVEY DETAILS DATA TABLE
M.14 TREND GRAPH
M.15 TREND DATA TABLE
FILTER CONTROLS
M.7 DISTRIBUTION GRAPH
3.0
VIEW COMMENTS
PAGE INDEX
1.0 DASHBOARD SUMMARY
2.0 SURVEY QUESTION SUMMARY
3.0 VIEW COMMENTS
4.0 CUSTOMER SUMMARY
5.0 SURVEY DETAILS
6.0 TRENDS
Global Header
Drill Path / Navigation
Content Header
Core Metrics Summary
Organization Summary 1
Organization Summary 2
Comparison Graph
Global Footer
Global Header
Drill Path / Navigation
Content Header
Data Section Header
Data Table Header
Data Table
Global Footer
Global Header
Drill Path / Navigation
Content Header
Comment Table Selectors
Comments Data Table
Global Footer
Global Header
Drill Path / Navigation
Content Header
Data Section Header
Data Table Header
Data Table
Global Footer
0.1
SYSTEM
ERROR PAGE
0.2
RESULTS NOT
FOUND
Global Header
Drill Path / Navigation
Customer Summary
Survey Data Tables
Global Footer
Global Header
Drill Path / Navigation
Content Header
Trend Graph
Trend Data Table
Trend YTD Summary
Child YTD Summary
Global Footer
Links to
CUSTOMER
SUMMARY
Links to
TRENDS
Global Pages

37. Confidential
GLOBAL PAGE VIEW
37
FILTERS
Page Content
Global Footer
Each ORT page consists of 4 sections for content.
GLOBAL HEADER
• Displays Page Logo/Site Name
• View Policyholder Survey Form
• Page Navigation
• Global Filters
• “Super Navigation” & Drill Path
PAGE HEADER
• Page Name
• Reporting Period Label and Filters
• Symbol Legend
PAGE CONTENT
• Reporting Objects and Content specific to each page and state
• Reporting content specific to each Reporting Page Type. Content results
determined by Hierarchy State and Filters applied to page.
GLOBAL FOOTER
• <VENDOR> LOGO and Copyright Details
View Policyholder Survey Form
Current Path <Path> :: <Path> :: <Path>
Welcome <Username> | Logout
Navigation
Page Header
FILTER STATUS

38. Confidential
M1: GLOBAL HEADER
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
38
Welcome: <Username>
Current Path | Countrywide :: Auto :: <Business Center> :: <Team> :: <Rep>
Customer Experience
Reporting Portal
Drill All | ▼
01
08
03
02
06
The tool will provide data filters to enable users to restrict data by
selecting specific organization, global, and LOB-specific criteria. The
available filters options that can be applied will be based on the current
hierarchy state.
01
Page Header
Logo/Site Name
Site name: “Claim Experience Reporting Portal”
02
Navigation Bar
• Navigation Bar: Bar shows page links for all pages available to this
user at this level.
• Pages/Links
• Dashboard Summary
• Survey Question Summary
• View Comments
• Customer Detail Summary
• Trends
• Background style will show dark purple with light color font when
current page. Style will be light background with gray font when in-active
page. Style will be dark gray with light font color on Mouse
Hover event.
03
User Bar
• User Bar: shows name of logged in user and a logout link.
04
Reporting Period
• Displays date data last updated.
• Displays Start and End Dates for each time filter selected.
• Start / End Dates based on the actual Min/Max dates of data records
found within selected period.
• Date Presentation Format: MMM DD, YYYY
05
Time Filter Links
• Rolling Month: reports all data in the last rolling month. Ends
with the most recent data posted and starts on the same date
1 months prior.
• Rolling 3 Months: reports all data in the last 3 rolling
months. Ends with the most recent data posted and starts on
the same date 3 months prior.
• Rolling 12 Months: reports all data in the last 12 rolling
months. Ends with the most recent data posted and starts on
the same date 12 months prior.
• Calendar Year: Year (YTD) for the fiscal calendar (starts on
Jan 1st).
• Assessment Year: Year (YTD) for the assessment calendar
(starts on Oct 1st prior to the start of the calendar year.
06
Global Drill Control
See Drill-Down Wireframe
07
View Policyholder Survey Results Folrm
• AJAX functional component
• User enters claim/claimant combo string.
• If correct: User directed to Claimant Survey page
• If Incorrect: message displayed “Claimant Survey Not Found”
08
Drill Path
Drill path shows entire user-traversed hierarchy for the current
user, starting at the top most level and ending at the current-level/
entity.
• Links: Each visited level/entity shows up on the bar as a link.
When clicked, user is directed back to that level/entity. State
of the page will be CURRENT STATE, not state when visited.
• Style: Links will not show underlines. Underline will display
onMouseHover.
Survey Detail:
Policy ID
Go
07
Dashboard Survey
View
Customer
Trends
FILTER CONTROLS
Summary
Question Summary
Comments
Detail Summary
Client

39. Confidential
PAGE HEADER
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
39
The tool will provide data filters to enable users to restrict data by
selecting specific organization, global, and LOB-specific criteria. The
available filters options that can be applied will be based on the current
hierarchy state.
PAGE NAME LABEL
Reporting Period
• Displays date data last updated.
• Displays Start and End Dates for each time filter selected.
• Start / End Dates based on the actual Min/Max dates of data records
found within selected period.
• Date Presentation Format: MMM DD, YYYY
Time Filter Links
• Rolling Month: reports all data in the last rolling month. Ends with
the most recent data posted and starts on the same date 1 months
prior.
• Rolling 3 Months: reports all data in the last 3 rolling months. Ends
with the most recent data posted and starts on the same date 3
months prior.
• Rolling 12 Months: reports all data in the last 12 rolling months.
Ends with the most recent data posted and starts on the same date
12 months prior.
• Calendar Year: Year (YTD) for the fiscal calendar (starts on Jan
1st).
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year
Reporting (last update: Jan 21, 2010)
<PAGE NAME> 04
DEC 21, 2010 – JAN 21, 2010
● Meets or Exceeds Average ♦ Below Average
05

40. Confidential
M2: CONTENT HEADER – INTERACTION RULES
Content Header
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
40
Content Header appears across all pages to provide a consistent
presentation of the Page Name, Contact Information, and the Net
Promoter (Likelihood to Recommend) performance results. The
Content Header will always appear below the Global Page Header and
above the Page Content (see illustration below)
05 05
HIERARCHY STATE DISPLAY
Displays the hierarchy view state based on the entity currently being
viewed and traversed drill path. Information displayed includesthe
current entity, business line state details, and organization state details
Entity Line Details
• The top row will always display the current level selected
• The current entity will NOT be listed in rows 2 or 3 (hierarchy state)
• ROLE will only display for Unit Mgr and Claim Handlers
Business Line Details
• The 2nd row will show business line info
• Business Line will display LOB then Product
Organization Line Details
• Org will display Office, then Unit Mgr
• The 3rd row will show organization detail info.
Sample Size
Displays sample size for the current hierarchy state & selected filters
[Entity], Role
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Business Line: [LOB], [Product]
Organization: [Office], [Unit Mgr]
Claim Distribution
(Click on range on graph to view claims)
NET PROMOTER COMPARISONS
Header
Displays the text - “Net Promoter”
Metric Value
• Score displayed in color coded box
• Green: Result is >= Average
• Red: Result is < Average
Comparisons
• Variance of score vs. Avg. displayed
• Displays variance of Net Promoter score vs score for comparable
time period
• Display Green: Positive Variance
• Display Red: negative Variance
• Display Black: 0.0 variance or N/A
• v. Last Period – depends on selected period (see time period
rules)
• v. Last Year – Compare selected time period against same time
period of the previous year.
Displays 3 distributions for Net Promoter attribute (Detractors,
Passives, Promoters)
See functional rules for distribution graph
Net Promoter
24.0%
03
ENTITY LINE DETAILS (sample)
BUSINESS LINE DETAILS
ORGANIZATION LINE DETAILS
01
01
02
03
02
03
04
04
06
07
06
07
Sample: [XX]

41. Confidential
M2: CONTENT HEADER – CALCULATION RULES
CONTENT HEADER
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
41
Content Header appears across all pages to provide a consistent
presentation of the Page Name, Contact Information, and the Net
Promoter (Likelihood to Recommend) performance results. The
Content Header will always appear below the Global Page Header and
above the Page Content (see illustration below)
HIERARCHY VIEW STATE RULES
Displays the hierarchy view state based on the entity currently being
viewed and traversed drill path.
Countrywide State View
Countrywide view will NOT show Business or Org state details (rows 2
and 3 will be omitted)
Bus Line / Org in State
Business Line will display “ALL” if no business line state is selected.
[ENTITY] , Role | Sample: [XX]
Business Line: [LOB], [PRODUCT]
Organization: [Office], [Unit Mgr]
No Business Line in State
Organization will display “COUNTRYWIDE” if no org state (office, Unit
Mgr, or Claim Handler) state has been selected.
No Organization in State
Business Line / Org will be displayed if both are in state
[Entity], Role | Sample: [XX]
v. [Comp Avg] +0.0
v. Last Period +0.7
v. Last Year NA
Business Line: [LOB], [Product]
Organization: [Office], [Unit Mgr]
Claim Distribution
(Click on range on graph to view claims)
Sample
Displays sample size for the current hierarchy state & selected filters
Net Promoter Score
• Score displayed in color coded box
• Green: Result is >= Average
• Red: Result is < Average
NET PROMOTER COMPARISONS
v. Comp Average variance
Evaluate net promoter score vs. Comp Average.
- Variance of score vs. Avg. displayed (for comparable time
period)
- Display Green: Positive Variance
- Display Red: negative Variance
- Display Black: 0.0 variance or N/A
v. Last Period variance
Compare selected time period against the immediate last period of
time (depends on selected period, see time period rules). Report
calculated variance
• Display Green: Positive Variance
• Display Red: negative Variance
• Display Black: 0.0 variance or N/A
v. Last Year variance
Compare selected time period against same time period of the
previous year. Report calculated variance
• Display Green: Positive Variance
• Display Red: negative Variance
• Display Black: 0.0 variance or N/A
Claim Distribution Graph
Displays 3 distributions for Net Promoter attribute (Detractors,
Passives, Promoters)
See functional rules for distribution graph
Net Promoter
03
24.0%
Countrywide | Sample: [XX] [XX]
[ENTITY] , Role | Sample: [XX]
Business Line: [LOB], [PRODUCT]
Organization: Countrywide]
01 02
04
01
[ENTITY], ,Role | Sample: [XX]
Business Line: All
Organization: [Office], [Unit Mgr]
02
03
04
05
06
05
06

42. Confidential
M3: GLOBAL FOOTER
01
01
01 02 03
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
42
<VENDOR> Logo
Display <VENDOR> Logo
Vendor Logo
Copyright Date
Displays site copyright and current year
Net Promoter Licensing Message
Displays footnote credit for the use and licensing of the Net Promoter calculation
used on the site.
© 2010 Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
01
02
03

43. Confidential
M4: CORE METRICS SUMMARY
CORE METRICS
01
01
Attribute 01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
43
The core metrics component displays the results for the core metric
attributes prominently on the dashboard page. For each attribute
presented, the net calculation, comp group average, and distribution
are reported. The distribution is also presented graphically.
Core Metrics Header
Header will display the component name in the top left “CORE
METRICS”.
CORE METRICS DATA TABLE
Attribute
Displays the core metric attribute name (Short Name)
Net Calcuation vs. Comp Avg Symbol
Shows vs Avg symbol
- Green Circle: Score >= Avg
- Red Diamond: Score < Avg
Net Calculation Data
Show each core metric score (green if vs Avg above goal, Red if vs.
Avg below goal). Calculated score determined by selected attribute
across Product/ People Hierarchy intersection
Comp Group Average Data
Corporate Avg of attribute score within a specific business cross-section.
Comp Group cross-section dependent on currentl user
hierarchy view level.
Distribution Calculations
- Promoters: Distribution of 9-10 responses
- Passives: Distribution of 7-8 Responses
- Detractors: Distribution of 1-6 Responses
Net
Calculation
Comp
Group
Avg.
Promoters
(9-10
Responses)
Passives
(7-8
Responses)
Detractors
(1-6
Responses)
Attribute ● 65.0% 52.5% 78.0% 5.9% 17.1%
Attribute ♦ -25.5% 42.0% 34.5% 10.5% 55.0%
Attribute ● 42.8% 33.1% 62.0% 13.5% 24.5%
Attribute ♦ 13.9% 24.8% 38.0% 17.6% 44.4%
Claim Distribution
(Click on range on graph to view results)
01
01
02 03 04 05
DISTRIBUTION GRAPH
Displays distribution of Net Promoter attribute for all claims within 1
of 3 net promoter ranges. These graphs are interactive, and take
the user to the detailed results for each attribute/clicked range.
Clicking on Graph Range
Clicking on displayed ranges on graph will take user to CLAIM
SUMMARY PAGE showing claims with Net Promoter responses in
that range (for the current hierarchy level being viewed)
Display Rules
Promoters
• Respondents answering 9-10
• Displayed in shaded brown on the Graph
Passives:
• Respondents answering 7-8 respondents
• Displayed in light brown on Graph)
Detractors:
• Respondents answering 1-6
• Displayed in Dark Brown on the Graph)
01
02
03
04
05
06
06
05 05
02
02

44. Confidential
M5: ORGANIZATION SUMMARY 1 (MATRIX) – INTERACTION RULES
01
01
ORGANIZATION SUMMARY Select Attribute: Likelihood to Recommend | ▼
Line of Business
Summary
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
44
This object displays a matrix of results across LOB and Organizational
hierarchies. The LOB/Product always appears across the top of the
matrix, while the Office/People hierarchies are presented down the
side. Clicking on the entities across the top or side will take you to that
specific entity, while clicking on the cell in the middle will take you to the
snapshot page showing results for the intersection of the levels in the
matrix.
Core Metric Selector Drop-down List
(Shows Net Promoter/Core Metrics in default ordering (Q4, Q1, Q2, Q3)
LOB/PRODUCT LABEL BOX
Label indicates Level displayed across top
•LOB: “Line of Business Summary”
•Product: “Product Summary
OFFICE/PEOPLE LABEL BOX
Label indicates Level of entities displayed down the side
•Business Center: “Business Center”
•Team: “Team”
•Representative: “Representative”
OFFICE/PEOPLE ENTITIES
Displays list of Office/People entities based on hierarchy level being
viewed. List presented in Alphabetical Order by default.
Entity Name
-Name presented as link – when clicked takes you to Snapshot page
for that hierarchy level.
LOB ICON
LOB icon displayed when LOB hierarchy across the top. (Icons
presented in another page).
* NOT displayed when Product Level shown.
LOB/Product entity name/link
LOB/Product entity name presented. Name is a link – when clicked
user directed to LOB or Product level of entity (based on current
hierarchy level and path).
Sample Size (Responses)
Displays sample size for displayed entity
Goal Symbol / Calculated Score
• Score presented for selected Core Metric Attribute.
• Goal Symbol indicates calculated score vs comp group average (see
comp group determinations rules).
DISTRIBUTION GRAPH / VALUES
• Bar graph presents distributions for three ranges for the selected
core metric (Promoters, Passives, Detractors)
• Values for each of the displayed distributions presented below the
graph.
• (see distribution graph functional rules)
INTERSECTION TABLE COLUMN SORTS
Each column can be sorted in Asc/Descending order by score.
• ASC: Presents results from smallest value to largest value in the
column being sorted.
• DESC: Presented results from highest to lowest value of the
column being sorted.
INTERSECTION TABLE RESULTS
Displays results for the selected attribute of the intersection of the
LOB/Product and Office/People hierarchies.
• List presented in Alphabetical Order by default.
• Each cell shown the goal indicator and calculated scores.
• Each score will be a hyperlink – when clicked it will take you to
snapshot page based on the hierarchy intersections.
• HOVER over score: a TOOLTIP will be displayed and will show
sample size of that intersection score.
• 45.3%
(+0.2 vs Auto Avg)
Auto
Responses: 150
Property
Responses: 367
• 45.3%
(+0.2 vs Auto Avg)
Business Center (▲ / ▼) LOB by BC (▲ / ▼) LOB by BC (▲ / ▼)
Direct (XX) • 27.9% • 21.6%
Retail (XX) 24.0% • 25.9%
ND (XX) • 39.9% 41.2%
Organization Summary
BUSINESS HIERARCHY BRANCH
ORGANIZATION
HIERARCHY
BRANCHES
ORG BRANCH / BUSINESS BRANCH
RESULTS
01
01
02
03
02
03
04
04
05
06
05
06
07
08
09
07
08
09

45. Confidential
M6: ORGANIZATION SUMMARY 2 (PARENT/CHILD VIEW) - INTERACTION
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
45
ORGANIZATION SUMMARY Select Attribute: Likelihood to Recommend | ▼
This object displays the results for the selected core metric, graphically
and in tabular format. Parent Child Rules are dependent on current
hierarchy selection. Graph always displays a range of -100% to 100%.
Results shown based on select Core Metric on Page ** Default is
always Net Promoter Attribute on all Snapshot Pages)
Parent Entity shows first, Child Entities displayed next in descending
order by attribute score
Entity Name
- Name presented as link – when clicked takes you to Snapshot page
for that hierarchy level.
Graph
- Graph displays (range always -100% to 100%
- Each bar color coded by score vs avg
- Green – score >= determined Avg. Target
- Red – Score < determined Avg. Target
Data Table
Net Promoter Column
Score for the selected Core Metric, for the entity presented (Parent
or Child entity)
Sorting
• ASC OR DESC by Score Value
• Parent row always appears at the top
• N/A always rep lowest value (ranked below -100% or lowest
presented value)
Comp. Avg.
Level Avg (rules based on the presented parent/child entity) – see
vs Avg determination rules.
Header will show the LEVEL of which the Avg score is
determined (IE: CW Avg, Auto Avg)
Sorting
• ASC OR DESC by Avg. Value
• Parent row always appears at the top
• N/A always rep lowest value (ranked below -100% or lowest
presented value)
Diff
Variance of Score vs Avg scores
Sorting
• ASC OR DESC by Avg. Value
• Parent row always appears at the top
• N/A always rep lowest value for sorting (-100 or lowest
presented value)
Sample Size
Displayed entity respondent sample size for presented entity
Sorting
• ASC OR DESC by Avg. Value
• Parent row always appears at the top
• N/A always rep lowest value for sorting (-100 or lowest
presented value)
Net
Promoter
Sub-line
Average
Diff
Sample
Size
35.6% 35.6% 0.0% 2000
44.1% 35.6% +8.5% 500
41.4% 35.6% +5.8% 350
28.6% 35.6% -7.0% 300
27.4% 35.6% -8.2% 600
25.6% 35.6% -10.0% 250
-100% 50% 0% 50% 100%
[Business
Center]
[Team]
[Team
[Team
[Team
[Team
LEGEND ● At or Above Avg. ♦ Below Avg. DISTRIBUTION | ■ Detractors ■ Passives ■ Promoters
01
Org Summary Object
Score Avg Diff Sample Size
Selected
Metric
Score
Comp Avg
(based on entity
level rules)
Score
vs. Avg
Sample Size
Organization Summary (Parent / Child View)
PARENT DATA RESULTS
CHILDREN DATA ROWS
Parent /
Child
Entity
Names
Graph (-100% to 100%)
Bar graph
Green or Red based on
Score vs Avg result
Tabular
Data
02
03
01 02 03 04
02
03
01
02
03
04
Core Metric Selector Drop-down List (Shows Net Promoter
/Core Metrics in default ordering (Q4, Q1, Q2, Q3)

46. Confidential
CW & LOB HIERARCHY VIEWS
46
LOB Views Channel Views Business Center (BC) Views
Business
Center
Channels
Channel/BC
Results
Hierarchy State: LOB / CH or CW / LOB / CH
LOB (for CH)
BC(for selected CH / LOB)
Countrywide Views
Hierarchy State: Countrywide
Org Summary 1
Channels
LOBs
CHANNEL/LOB
Results
Hierarchy State: BC / LOB or CW / BC / LOB
Org Summary 1
Hierarchy State: LOB or CW / LOB
Org Summary 1
Hierarchy State: BC or CW / BC
Matrix
Business
Center
LOB
LOB/BC
Results
Hierarchy State: CH / LOB or or CW / CH / LOB
Org Summary 2
Channel
LOBs
LOB/Channel
Results
Hierarchy State: BC / LOB / CH or BC / CH /
LOB (or CW / BC)
Org Summary 1
Hierarchy State: Channel or CW / Channel
Org Summary 1
CH (for LOB)
BC (for selected LOB / CH)
Team
Channel
Channel / Team
Results
BC (for LOB / CH)
TEAM (for BC / LOB / CH or BC / CH
/ LOB / BC)

47. Confidential
DASHBOARD SUMMARY – TEAM & REP VIEWS
Team Views
Hierarchy State(s): Team
Org Summary 1
47
Channel
LOBs
LOB / Channel
Results
TEAM HIERARCHY STATES
• TEAM / BUSINESS CENTER / LOB / CHANNEL
• TEAM / LOB / CHANNEL / BUSINESS CENTER
• TEAM / LOB / BUSINESS CENTER / CHANNEL
• BUSINESS CENTER / TEAM / LOB / CHANNEL
• BUSINESS CENTER / LOB / TEAM / CHANNEL
• BUSINESS CENTER / LOB / CHANNEL / TEAM
• LOB / CHANNEL / BUSINESS CENTER / TEAM
• LOB / BUSINESS CENTER / CHANNEL / TEAM
• LOB / BUSINESS CENTER / TEAM / CHANNEL
• CW / BUSINESS CENTER / TEAM / LOB / CHANNEL
• CW / BUSINESS CENTER / LOB / TEAM / CHANNEL
• CW / BUSINESS CENTER / LOB / CHANNEL / TEAM
• CW / LOB / CHANNEL / BUSINESS CENTER / TEAM
• CW / LOB / BUSINESS CENTER / CHANNEL / TEAM
• CW / LOB / BUSINESS CENTER / TEAM / CHANNEL
Business Center (for Team / LOB / Channel)
Rep
(for Team / LOB / Channel)
Hierarchy State(s): Team / LOB
Org Summary 1
Business
Center
Channel
Channel / Channel
Results
Hierarchy State(s): Team / Channel
Org Summary 1
Business
Center
LOB
LOB Business Center
Results
Hierarchy State(s):
Team / LOB / Channel or Team / Channel / LOB
Org Summary 1
Hierarchy State(s):
• CH
Offices
LOBs
Office/LOB
Results
Hierarchy State(s):
• CH/OFFICE/UM
• CW/OFFICE/UM/CH
• OFFICE/UM/CH
• UM/CH
CH (within Office hier. tree)
LOB
(for CH in Org Hierarchy Tree)
Hierarchy State(s):
• CH/Office
Unit Mgrs
LOBs
CH/LOB
Results
Hierarchy State(s):
• CH/LOB
Offices
Products
Office/Products
Results
Hierarchy State(s):
• CH/OFFICE/LOB/PRODUCT
• CH/LOB/PRODUCT/OFFICE
CH (in OFFICE for LOB/PRODUCT)
UMs
(having CH claims within Office
For selected LOB/PRODUCT)
Hierarchy State(s):
• CH/LOB/PRODUCT
CH (LOB/PRODUCT)
Offices
(having CH claims for
selected LOB/PRODUCT)
REP Views

48. Confidential
M7: COMPARISON GRAPH
01
01
100.0%
50.0%
0.0%
-50.0%
-100.0%
Sample Team
Size 25 38 60 100 2000 12,500
100.0%
50.0%
0.0%
-50.0%
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
48
The Comparison Graph displays attribute results for entities or
hierarchy states throughout a root entities hierarchy. This object is
displayed on the Snapshot Page when the hierarchy state includes
either Team or Representative AND when LOB / CHANNEL / and
BUSINESS CENTER are all part of the current hierarchy state.
Displayed Object Elements:
• Comparison Graph (-100% to - 100% scale)
• Sample Size Table
Sample Size Table
• Reflects entities displayed in graph
• Order same as left to right display order on graph)
Unit Managers Graphed Entities (Left To Right)
• Team
• Business Center / LOB / Channel
• CW / LOB / Channel
• CW / LOB / Channel (Quartile)
• CW / LOB
• Business Center / LOB
• Business Center
Graphed Entities (Left To Right)
• Representative
• Team
• Business Center / LOB / Channel
• CW / LOB / Channel
• CW / LOB / Channel (Quartile)
• CW / LOB
• Business Center / LOB
• Business Center
27.4%
36.5%
41.2%
Business Center
Auto / Direct
27.4%
41.2%
Auto / Direct
27.4%
37.2% 36.8%
CW Top 25%
Auto / Direct
CW
Auto
37.2% 36.8%
24.0%
Business Center
24.0%
-100.0%
Sample Rep
Team
Auto / Direct
27.4%
Business Center
Auto / Direct
CW
Auto / Direct
CW Top 25%
Auto / Direct
CW
Auto
Business Center
CW
Size 6 25 38 60 100 2000 12,500

49. Confidential
M7: SURVEY QUESTION SUMMARY DATA SECTION
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
49
Attribute
(Net Promoter Calculation)
[SELECTED
PERIOD]
Vs.
[COMP
GRP]
Vs.
[Last Period]
Vs. [Same
Period
Last Year]
YTD
YTD vs.
Last Year
YTD
Likelihood To Recommend • 32.5% +0.5 +0.4 N/A 33.5% N/A
Each attribute is presented in a table with the following calculated
results and variances. Time Period Variances dependent on selected
reporting time period
Attribute Label
Displays the attribute shortname (non-linked)
02
This Period
Attribute score for the selected time period.
Green: Variance vs Avg +
Red: Variance vs. Avg -
Vs. Comp Group Avg.
Variance of this period vs. Average (Column is dynamic based on
hierarchy level)
- Countrywide: vs. CW Avg.
- LOB or LOB/Office: vs. LOB Avg
- LOB/Office/Product(Product) and Below: vs. Product Avg.
Vs. Last Period
Variance of Selected Period vs. the Selected Period’s prior period
Vs. Same Period Last Year
Variance of the selected period score for this year vs. selected period
score for previous year
YTD (Year-To-Date)
Calendar YTD score up through current posting day
YTD vs. Last Year YTD
Variance of Calendar YTD score vs. Calendar YTD for the previous
year
Vs. Last Period Rules
Rolling Month
Rolling Month starting at the
day before the start of the
current rolling month
Rolling 3
Months
3 month period starting at the
day before the start of the
current rolling month
Rolling 12
Months
12 month period starting at the
day before the start of the
current rolling month
Calendar Year
Start of the previous calendar
year up through the current
date in the previous year
Assessment
Year
Start of the previous
assessment year up through
the current date in the previous
year.
01 02 03 04 05 06 07 08
01
03
04
05
06
06
06

50. Confidential
Welcome <Username> | Logout
Customer Experience
Client Reporting Portal
3.0 VIEW COMMENTS
50
View
Comments
Customer
Summary
Trends
View Claimant Survey Form
<Time Period> | Time Filter Selectors
Global Drill Control | Current Path <Path> :: <Path> :: <Path>
Welcome <Username> | Logout
Dashboard
Summary
Survey Question
Summary
Filters | VIEW RESET Select | <Filter Classes>
VIEW COMMENTS (Responses: <XX>)
Select Comment:
SURVEY
DATE
INTERACTION
DATE
What one thing could <CLIENT> have done to improve your claim experience? |
▼
INTERACTION
DETAILS
COMMENTS
LIKELY TO
RECOMMEND
(net promoter)
POLICYI
D
ALERTS
1/20/2009
9:45 AM
1/20/2009
9:45 AM
Auto,
1st Party Injury
Portland, OR
The rep was trying to get off of the call as
quickly as she could and was a little
impatient.
Promoter (9) 10005
1/19/2009
2:30 PM
1/19/2009
2:30 PM
Auto,
1st Party Injury
Portland, OR
They did not listen to what I had to say and I
wish she had been more respectful.
Promoter (10) 94632
1/15/2009
5:30 PM
1/15/2009
5:30 PM
Auto,
1st Party Injury
Portland, OR
My car was recently totaled and I was trying
to speak to someone that could give me
advice on the next step to take and the
person was not very helpful.
Detractor (4) 42881
1/10/2009
12:00pm
1/10/2009
12:00pm
Auto,
1st Party Injury
Portland, OR
They did not listen to what I had to say and I
wish she had been more respectful.
Promoter (10) 11452
1/10/2009
12:00pm
1/10/2009
12:00pm
Auto,
1st Party Injury
Portland, OR
My car was recently totaled and I was trying
to speak to someone that could give me
advice on the next step to take and the
person was not very helpful.
Promoter (9) 17836
[ 1 ] [ 2 ] [ 3 ] Comments Per Page: 50 | ▼
This page will display the comments based on the current
hierarchy / selected time filters.
Follow elements displayed:
• Page Header
• Content Header
• Open-End Question Selector
• Open-End Data Table
• Page Footer
PAGE DEFAULTS
Clicking Navigation Link: Page will show “ALL” claims
based on page state (hierarchy, time period, filters).
Click Distribution Graph: Page will show “clicked
distribution” claims based on page state.
01
PAGE NAVIGATION
VIEW COMMENTS link is highlighted
02
PAGE NAME DISPLAY
Content Header is NOT displayed. But the page
name is display in the same space
© 2010 Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

51. CUSTOMER DETAILS SUMMARY link is highlighted
Confidential
Welcome <Username> | Logout
Customer Experience
Client Reporting Portal
<Time Period> | Time Filter Selectors
Select Comment:
4.0 CUSTOMER SUMMARY
51
Dashboard Summary Survey Question Summary View Comments Customer Detail Summary
View Claimant Survey Form
Global Drill Control | Current Path <Path> :: <Path> :: <Path>
Welcome <Username> | Logout
Filters | VIEW RESET Select | <Filter Classes>
CUSTOMER DETAIL SUMMARY (Responses: <XX>)
This page will display all claims based on the current hierarchy /
selected time period / selected filter(s).
Displayed Page Elements
• Page Header
• Content Header
• Core Metric Filters
• Claim Summary Data Table
• Page Footer
PAGE DEFAULTS
Clicking Navigation Link: Page will show “ALL” claims based on
page state (hierarchy, time period, filters).
Click Distribution Graph: Page will show “clicked distribution”
claims based on page state.
Page Header
• Page Navigation Updated
• Time Filter Selection Updated
• Drill Path / Drill-Down Controls Added.
Content Header
Content Header Added (see content header wireframes)
Customer Detail Summary Filters
Filter results / available options will update as drill control is
navigated into the org hierarchy. (See Filter controls)
Customer Detail Summary Results Table
Filter results / available options will update as drill control is
navigated into the org hierarchy. (See Filter controls)
PAGE NAVIGATION
PAGE NAME DISPLAY
Content Header is NOT displayed. But the page
name is display in the same space
01
02
01
02
Distribution:
Claim Satisfaction with <CLIENT> claim rep | ▼ 1-6 | ▼
SURVEY
DATE
INTERACTION
DATE
INTERACTION
DETAILS
Agent
Details
REP
Likely To
Recommend
(Net Promoter)
POLICY
ID
Alert
1/20/2009
9:45 AM
1/20/2009
9:45 AM
Auto
1st Party Injury Claim
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/19/2009
2:30 PM
1/19/2009
2:30 PM
Auto
1st Party Injury Claim
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/15/2010
5:30 PM
1/15/2010
5:30 PM
Auto
1st Party Injury Claim
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/15/2010
5:30 PM
1/15/2010
5:30 PM
Auto
1st Party Injury Claim
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 10005
1/12/2010
12:00pm
1/12/2010
12:00pm
Auto
1st Party Injury Claim
Portland, OR
Carl Spackler
H5792
Jonathan Doe Detractor (6) 42881
[ 1 ] [ 2 ] [ 3 ]
© 2010 Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

52. Confidential
M8: CUSTOMER SUMMARY DATA TABLE
SURVEY
DATE
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
52
INTERACTION
DATE
INTERACTION
DETAILS
Agent
Details
REP
Likely To
Recommend
(Net Promoter)
POLICY
ID
Alert
1/20/2009
9:45 AM
1/20/2009
9:45 AM
Auto
Direct
St. Louis MO
Carl Spackler
H5792
Jonathan
Doe
Detractor (6) 10005
Table data for Customer Experience data
SURVEY DATE
INTERACTION DATE
INTERACTION DETAILS
AGENT DETAILS
REPRESENTATIIVE
LIKELIHOOD TO RECOMMEND
POLICY ID
ALERT

53. Confidential
DATA TABLE SORTING
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
53
Columns in data tables can be sorted in
Ascending and Descending order. Sortable
columns will have header text presented as
clickable links. Claim summary data table
02
CLAIM SUMMARY - SORTING RULES
Column Sort Rules
Survey Date Asc/Desc by Calendar Date
Claim Close Date Asc/Desc by Calendar Date
Claim Details
Asc/Desc by Alpha Order. Sort the
3 fields as 1 composite string
alphabetically
Agent Details Sorted by Agent Name
Claim Handler Asc/Desc by CH Name
Net Promoter Asc/Desc by numeric value
Claim ID Asc/Desc by Alphanumeric
Alerts
Precedence: Red, then Blue, then
Green
Alert Sort Precedence:
• Red, Blue, Green
• Red Blue
• Red Green
• Blue Green
• Red
• Blue
• Green
SURVEY
DATE
INTERACTION
DATE
INTERACTION
DETAILS
▼
AGENT
DETAILS
REPRESEN
TATIVE
NET
PROMOTER
POLICY
ID
ALERTS
DATA TABLE SORTING PRESENTATION
The header cell of a sorted column will be
displayed with a darker gray background. A
sort directional indicator will appear, showing
the direction of the sort order.
▲- ascending sort order
▼ - descending sort order
01
01

54. Confidential
Welcome <Username> | Logout
Customer Experience
Client Reporting Portal
5.0 SURVEY DETAILS
54
Rolling
Month
Drill All | ▼ Current Path | Countrywide
Survey Detail:
Policy ID
Attribute Survey Response
Likelihood to Recommend 6
Satisfaction 6
Likelihood to Renew 9
Exceeded Expectations 7
Attribute Survey Response
Agent 9
Call Center 6
<CLIENT>.com 8
Attribute Survey Response
Timely 9
Easy to Reach 6
Knowledgeable 9
CUSTOMER SUMMARY
Policy ID
1000501
Interaction Details
Auto, Direct
Customer
Jim Washburn
Representative
Jonathan Doe
Net Promoter
Detractor (6)
Business Center
Portland, OR
Team
Mike Davis
Net Promoter/Core Metrics
Agent
SURVEY DETAILS
Overall
Rolling
3 Months
Rolling
12 Month
Calendar
Year
Assessment
Year
Reporting (last update: Jan 21, 2010)
DEC 21, 2010 – JAN 21, 2010
Dashboard
Summary
Survey Question
Summary
View
Comments
Customer Detail
Summary
Trends FILTERS | VIEW RESET SELECT |
Go
<Filter Classes>
© 2010 Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

55. Confidential
M9: SURVEY DETAILS
CUSTOMER SUMMARY
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
55
Policy ID
1000501
Interaction Details
Auto, Direct
Customer
Jim Washburn
Representative
Jonathan Doe
Net Promoter
Detractor (6)
Business Center
Portland, OR
Team
Mike Davis
< SURVEY QUESTION SECTION > Information displayed on the Survey Details page.
Attribute Survey Response
<ATTRIBUTE NAME / LABEL > 9

56. Confidential
Customer Experience porting Portal
Welcome <USER>
Policyholder Search:
Policy ID
Search
© 2010
Client
TRENDS
TRENDS PAGE
FILTERS OFF
YEAR-TO-DATE SUMMARY
TRENDS
● Meets or Exceeds Average ♦ Below Average
Likelihood Select Attribute: to Recommend | ▼
Calendar : (Fiscal Year Jan-Dec 2010) | View Time Period Calculation Rules
100.0%
50.0%
0.0%
-50.0%
-100.0%
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
This Year Last Year Top 25% Countrywide
12-Period Trended
Data
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
Top 25%
[Comp Group] 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% - - - - -
This Year
(FY 2010) 42.3% 38.9% 42.4% 36.5% 40.5% 35.6% 42.4% - - - - -
Last Year
(FY 2009) - - - - - - - - - - - -
Countrywide 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% - - - - -
YTD results for current entity for
the selected attribute
At or Above
Comp Avg.
42.4%
Below
Comp Avg.
Calendar
Year-To-Date
HIERARCHY SUMMARY
YTD results for entities 1-level
below current entity in org
hierarchy
LOB Score
Auto • 58.1%
Property • 47.5%
Rolling
Month
Rolling
3 Months
Rolling
12 Month
Calendar
Year-To-Date
Reporting (last update: Jun 21, 2010)
MAY 21, 2010 – JUN 21, 2010
SURVEY
QUESTION SUMMARY
VIEW
COMMENTS
DASHBOARD
SUMMARY
CUSTOMER
DETAIL SUMMARY
FILTER: - SELECT - ▼ VIEW | RESET
Print To PDF
Current Path | Countrywide
Start Date
End Date

57. Confidential
TRENDS BY QUESTION
Page Content Overview
01
01
1
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
57
This page displays 12-periods of trend data for the selected attribute.
User can select from all available attributes using the dropdown list
provided (list contains core, cross-line, and additional attributes).
Calculated results determined by attribute, current hierarchy state,
and selected time period filter.
Displayed Page Elements
• Page Header
• Content Header
• Trend Graph / Data Table
• YTD Summary / Hierarchy YTD Results
• Page Footer
Dropdown List / Selecting Attributes
• Drop-down list provides all available attributes (by hierarchy state
rules).
• Core and Cross-line metrics will always be available.
• LOB / Product filters based on hierarchy state.
• Order will follow same ordering as Survey Summary rules.
Trend Graph
• 4 lines displayed based on selected attribute, hierarchy state, and
select time period filter.
• This Year
• Last Year
• Top Quartile of Comp Group
• Countrywide
Data Table
• Data from lines in trend graph displayed
Year-to Date Summary
• Displays Calendar & Assessment YTD scores for selected
attribute based on hierarchy state.
Hierarchy Year-to Date Summary
• Displayed YTD results for selected attribute for entities
immediately below current entity based on hierarchy state.
Data Table of Trend Results
Calendar YTD,
Assessment YTD
scores for selected
attribute
Child Entity
Calendar YTD
Results
Dropdown for selecting attributes
Trend Graph w/Legend
2
3
4
5

58. Confidential
01
01
100.0%
50.0%
0.0%
-50.0%
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
Select Attribute: Likelihood to Recommend | ▼
TRENDS GRAPH
58
-100.0%
Calendar : (Fiscal Year Jan-Dec 2010) | View Time Period Calculation Rules
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
MM/DD/YYYY
- MM/DD/YYYY
This Year Last Year Top 25% Countrywide
12-Period
Trended Data
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
MM/DD/YYYY
–
MM/DD/YYYY
Top 25%
[Comp
Group]
35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6% 35.6%
This Year
(FY 2009)
42.3% 38.9% 42.4% 36.5% 40.5% 35.6% 42.4% - - - - -
Last Year
(FY 2008)
- - - - - - - - - - - -
Countrywide 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6% 33.6%
Results will be based on CALENDAR YEAR, unless ASSESSMENT
YEAR time filter is selected. Label will indicate which calendar is
active. A link will provide more information about time period
calculation rules.
Data Table
• Displays data results for each line on the trend graph
• Order will be Quartile line, This Year, Last Year, Countrywide
Displaying Trend Date Ranges (Graph & Table)
• Header will display start and end date of period as follows:
MM/DD/YYYY – MM/DD/YYYY
• EX: 1/21/2010 – 2/20/2010
User can hover over the header and a popup will display the start
date, end date, and # of days in the reported period.
Trend Graph Range
Min: -100%, Max: 100%
Trend
Line
Details
This
Year
Displays results based on
the selected time period
filter for each period in the
year (Calendar or
Assessment Year)
Last
Year
Displays results based on
the selected time period
filter for the PREVIOUS
YEAR (based on the
calendar year of the
selected time period).
Top
25%
[Comp
Group]
Displays the Top Quartile
Comp Group results (Comp
Group based on hierarchy
state) for the selected
attribute based on the
selected time period filter.
Country
-wide
Displays Countrywide
results for the selected
attribute based on the
selected time period filter.
Period Range
Start: 1/26/2010
End: 2/25/2010
Days in Period: 31
01
01
01
03
04
04
04

59. Confidential
TRENDS BY QUESTION – YEAR-TO-DATE SUMMARY RESULTS
01
01
YTD results for current entity for the
selected attribute
At or Above
Comp Avg.
42.4%
Below
Comp Avg.
46.6% YTD
YTD results for entities 1-level below
current entity in org hierarchy
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
59
YEAR-TO-DATE
Calendar
YTD
Assessment
HIERARCHY YTD SUMMARY
Product Score
1st Party
Injury • 58.1%
1st Party TL • 47.5%
1st Party PD • 36.7%
Auto
Liability • 36.2%
Concierge • 28.8%
Year-to-Date
Displays Calendar & Assessment YTD scores for the selected attribute,
based on the current hierarchy state.
Each score is presented in boxes color-coded to represent the variance
of YTD score vs YTD Comp Group Score
• + variance: Green box
• - variance: Red Box
Hierarchy YTD Summary
Displays “Child” entities based on current hierarchy state.
• CW: show offices
• Org hier in state: show child org entities
• Bus hier in state: show child bus entity
YTD score based on calendar of selected time filter
Vs. Comp Avg Indicators comp YTD vs. Comp Group YTD Avg.
Entity names are links, refresh trend page and show results for
that entity/hierarchy state
05
01
01
01
06
01
01 01 01

60. Confidential
TRENDS BY QUESTIONS – HELP INFORMATION
Page Header
Time Period Calculation Rules X Close
Content Header
Start Date Determination Example (Latest Posting Date May 15 11:59:59PM)
Page Content
Page Footer
01
01
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
60
PERIOD RANGE DETERMINATION
• Most recent data posting data determines end of 12-Month Range (end date of most recent period).
• Each period’s end date is 1 posting day prior to any period immediately following it.
• Period start date based on the duration of the time period or the start of a YTD period.
Rolling Month Rolling 3 Months Rolling 12 Months Calendar YTD Assessment YTD
Immediate start of
the day after the
current date, ONE
month prior.
Immediate start of
the day after the
current date,
THREE months
prior.
Immediate start of
the day after the
current date,
TWELVE months
prior.
Start date always
Jan 1st of the
current calendar
year
Start date always
Oct 1st of the
current Assessment
Year (which always
PRECEDES the
start of the Calendar
Year)
April 16th (12AM) Feb 16th (12AM) May 16th (12AM) Jan 1st (12AM) Oct 1st (12AM)
Time Period Calculation Rules
A link will provide the user with information describing the rules that
determine the start and end dates for each selected time period filter.
This information will appear as a layered window on top of the ORT
page content.

61. Confidential
GLOBAL NAVIGATION CONTROL
Global Navigation
01
01
Path Options
Hierarchy State Path Options
Interaction Notes
Calculation Notes
Data Notes
Dynamic Image
01
61
The following states / actions can result in no results being available for
presentation on the site.
No results found states;
• Click on Claim Summary Nav Link (no default results)
• View Comments – Selecting a core metric for an existing filter
configuration
• Claim Summary – changing the selected core metric/distribution
group for an existing filter configuration
• Page Footer
PATH OPTIONS
• User clicks “Path-Options” to see the hierarchy map and active
state.
• User can click on active state options to change the hierarchy state.
• Path Options will reflect the current hierarchy state.
ACTIVE STATE OPTION
• Light-blue gradient box indicates available hierarchy state path
• User-click event: reveals drop-down list of available entities to add
to hierarchy state.
Current Path | Countrywide :: Auto :: Portland
COUNTRYWIDE
LOB
Auto
OFFICE
Portland, OR
PRODUCT
Unit
Manager
Claim
Handler
Active State
Active State
Options
Unavailable from
Current State
Current Path
Inactive Paths
Available Path
Options
Select Product
All | ▼

62. Confidential
Drill Path States
Countrywide Path
Drill Path | Countrywide
LOB Paths
From Countrywide:
Drill Path | Countrywide :: [LOB]
From Office:
Drill Path | Countrywide :: [Office] :: [LOB]
Product Paths
From LOB:
Drill Path | Countrywide :: [LOB] :: [Product]
From LOB/Office:
Drill Path | Countrywide :: [LOB] :: [Product] :: [Office]
From Office/LOB
Drill Path | Countrywide :: [Office] :: LOB] :: [Product]
Office Paths
From Office (CCVP Role)
Drill Path | [Office]
From Countrywide:
Drill Path | Countrywide :: [Office]
From LOB
Drill Path | Countrywide :: [LOB] :: [Office]
From Product
Drill Path | Countrywide :: [LOB] :: [Product] :: [Office]
Unit Manager (UM)Paths
From UM Role
Drill Path | [UM]
From Office (CCVP role)
Drill Path | [Office] :: [LOB] :: [UM]
From Countrywide/LOB/Product/Office:
Drill Path | Countrywide :: [LOB] :: [Product] :: [Office] :: [UM]
From Countrywide/LOB/Office:
Drill Path | Countrywide :: [LOB] :: [Office] :: [Product] :: [UM]
From Countrywide/Office/LOB
Drill Path | Countrywide :: [Office] :: [LOB] :: [Product] :: [UM]
Other States
Drill Path | Countrywide :: [Office] :: [UM]
Drill Path will reflect the users chosen navigation
path, allowing the user to navigate up and back to the
same page state they had chosen previously. For
Example:
Countrywide :: [LOB] :: [Product] :: [Office] :: [Unit
Mgr] :: [Claim Handler]
Vs.
Countrywide :: [Office] :: [LOB] :: [Product] :: [Unit
Mgr] :: [Claim Handler]
Claim Handler (CH)Paths
From CH Role
Drill Path | [CH]
From UM Role
Drill Path | [UM] :: [CH]
From Office (CCVP role) / LOB
Drill Path | [Office] :: [LOB] :: [UM] :: [CH]
From Office (CCVP role)/LOB/Product/UM
Drill Path | [Office] :: [LOB] :: [Product] :: [UM] :: [CH]
From Countrywide/LOB/Product/Office/UM:
Drill Path | Countrywide :: [LOB] :: [Product] :: [Office] :: [UM] :: [CH]
From Countrywide/LOB/Office/UM:
Drill Path | Countrywide :: [LOB] :: [Office] :: [Product] :: [UM] :: [CH]
From Countrywide/Office/LOB/UM
Drill Path | Countrywide :: [Office] :: [LOB] :: [Product] :: [UM] :: [CH]
GLOBAL ELEMENT: DRILL-PATH
62