How many licenses you require of CIOPulse depends on your needs:
- Will your organisational hierarchy fit CIOPulse's three-tier structure?
- Do you need your data to be segregated?
- Do you need separate survey designs?
These are explained in this article.
There is no limit on the number of surveys you issue, the number of support groups you track, or the number of users who can access CIOPulse information.
1. Will your organisational hierarchy fit into CIOPulse?
CIOPulse calculates and tracks Net Promoter Scores at three organisational levels: Support Team, Department and Business Unit. Support Teams typically correspond to ticket queues in your customer support software. Departments are collections of Support Teams. And a Business Unit is the collection of all your Departments, i.e. your 'top-level' NPS.
There can be only one Business Unit per CIOPulse license.
We produce a single monthly management report for a Business Unit. The monthly management report tracks the NPS for the Business Unit and for each Department.
How you choose to map your organisational structure to these three levels is entirely up to you. For example, IT could be a Business Unit, or IT could be a Department.
If your structure can be mapped onto this three-tier hierarchy, then a single license may suffice.
The diagram below is an example of how a single CIOPulse license could be used across multiple internal service providers (HR, Facilities & IT):
If this three-tier hierarchy is insufficient for your organisation structure, you will require more than one license.
The diagram below is an example of where two CIOPulse licenses are used, one for IT and one for Business Support Services (HR & Facilities).
In this example, both IT and Business Support services would have their own monthly management report.
Because this structure requires two licenses, you would have two entirely separate instances of CIOPulse. From our perspective, both of your Business Units - IT and Business Support Services - are entirely separate CIOPulse customers.
2. Do you need your data to be segregated?
If you use a single license of CIOPulse to collect feedback for multiple organisational units in your business (e.g. IT and HR), a single Portal will be used to manage the configuration data for those organisational units, e.g. Contacts and Support Groups.
If you want a separate Portal for each organisational unit, you'll need separate licenses.
A single license will also result in a shared set of interactive dashboards. And the Survey Responses report may include survey responses for all organisational units.
If you want entirely separate dashboards and reports, you'll need separate licenses.
We produce a single monthly management report (and benchmark) per license. If your organisational units require their own monthly management report, you'll need separate licenses.
With a single license, your interactive dashboards and reports will allow your managers to view each other's data. There is no segregation of data.
3. Do you need separate survey designs?
If you are on a Corporate or Enterprise plan, your surveys will be branded to suit your organisation. Although you can't add or remove questions, you can change the wording, colours and images of your surveys.
If your organisational units require their own branding, you may need separate licenses. We'll need to discuss this with you.
Read this article if you'd like to learn more about what aspects of the survey we can customise for you.