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all right i think we should get going so thanks for joining everyone my name is evan i am the senior partner success uh associate for smallback here now at connectswise uh this is our first webinar since joining connect twice um but we still smile back we still make the smile back that you know and love and we are adding to it all the time uh and today we're gonna be talking about reporting uh this has always been you know an important part of smileback but it's one where we've made some really big improvements recently so this is going to be a pretty practical webinar uh i'm gonna spend quite a lot of time just talking about how to do things inside smileback but i've got a chat open and thanks to dale who is calling in from c4it i've also got a q a open so if you have a question at any point please feel free to make use of the chat or the q a uh i will answer questions um both during the web both during the kind of main part of the webinar uh and also at the end just whatever is easiest depending on you know the question and what we're talking about so the topic today then is about reporting on customer feedback um we'll talk a little bit about why to do that we'll get into the practicalities of how you can do this inside smileback and i'll be giving you a demo of some features and then we'll talk a bit about how to actually use reporting to help your business and we'll be looking at quarterly business reviews and also improving your service so just to very quickly kind of set the grounds for this webinar you know why do we why do we want to report why is it even important well you know data isn't useful until you look at it right you can run smile back you can send out your surveys you can get reviews back from your customers but if you don't look at that data you don't do anything with that data then there won't be any point so reporting is you know simply looking at the data seeing what you can learn from it and sharing that inside your business well i think what makes reporting when i think about it different from simply logging into smile back and looking is it's doing it with some kind of framework so consistency is key um and we've actually got an upcoming webinar where we're talking about scorecards in particular but just to cover this very quickly what we do ourselves is we have a month we have a weekly meeting where we look at things like our net css score from the previous week we look at other types of support metrics like reply time and resolution time you know the people who work on sales talk about changes in...