Welcome to Canary! This FAQ provides comprehensive answers to the most common questions suppliers have when accessing performance insights, reviews, and contract vehicle information. 

 

What is Canary?

• Canary is a platform that helps government agencies evaluate supplier performance through verified reviews and performance analytics. Suppliers with access can view the same insights as government contract managers, respond to reviews, understand customer sentiment, and manage their performance across contract vehicles.

Why did I receive access to Canary Plus?

• A government contract manager added you as a supplier contact as part of the Supplier Enablement Package. This gives you visibility into your performance data and the ability to reply to reviews in Canary. Governments utilizing the Supplier Enablement Package want suppliers to be aware of their contract performance and engage with customer feedback.

How do I log in for the first time?

• You will receive an email containing a unique login link. Click the link, sign in or create your account, and you will be redirected to the Canary page associated with your contract vehicle.  

Why does the page I land on change after my first login?

• The first time you log using your unique link, you will be redirected to the Canary page you were invited to by your contract manager. If you log in to Procurated and you aren’t redirected to Canary, simply click the “CANARY” link in the header and navigate to the Contract Vehicle you want to view. 

What is a contract vehicle?

• A contract vehicle is a purchasing program or pre-negotiated agreement through which public-sector customers (states, agencies, etc.) buy goods or services from your company. In Canary, a contract vehicle (I.E. the State of Florida contract vehicle) is simply a group of contracts (I.E. Furniture, Medical Supplies, IT Staffing, etc.) managed by a central procurement team.
• On Procurated, your business has an “Overall Rating” which is based on all reviews we’ve collected from your public sector customers regardless of the contract vehicle they used to make the purchase. And in Canary, we segment those reviews by contract vehicle to provide insight into your performance on those specific contracts.
• Contract Vehicles might be associated with a state (MA Statewide) or municipality (City of Houston) or could be associated with the federal government (GSA Schedules) or national cooperatives (NASPO Valuepoint).
• As a result, public procurement teams using Canary can see how their suppliers are performing for their contract end users specifically.  

Where can I find the list of my contract vehicles?

• After logging in, select the “Canary” tab on the menu located on the top, right. You will then be redirected to see all contract vehicles associated with your organization. This may not be a comprehensive list of all the contract vehicles your organization holds. This list is based on the spend and review data provided by our public sector customers.  

What do the access levels mean?

• Canary offers three tiers of supplier access: 
  • Basic (Free): Limited access to reviews and restricted analytics. 
  • Plus (Paid for and provisioned by Canary governments): Full visibility into reviews and performance by organization; ability to reply to reviews. 
  • Complete (Paid supplier offering): Full visibility into reviews, performance by organization and supplier, and spend by organization and supplier; ability to reply to reviews; access to buyer contacts by organization; quarterly opportunity reports identifying top sales opportunities and risk accounts by contract. 

Why are some features locked or blurred?

• Some features are exclusive to specific tiers of Canary access. Your access tier determines which features you can utilize. Locked features require a higher tier of access. If you are interested in having full access to all data and features available in Canary, you can request a demo here. 

What is the difference between National Rating and Contract Vehicle Rating?

• National Rating: All customer reviews for your organization nationwide. 
• Contract Vehicle Rating: Reviews tied specifically to the contract vehicle you are viewing. 

  What is NPS?

• Net Promoter Score (NPS) is calculated based on how customers answer one question: “How likely are you to recommend this supplier to another buyer?” on a 0–10 scale. 
• Customers who answer 9–10 are Promoters, 7–8 are Passives, and 0–6 are Detractors. 
• NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters: 
• NPS = % Promoters – % Detractors 
• The score can range from –100 to +100 and reflects overall customer loyalty and satisfaction. 
• Note that Procurated review writers are not required to answer this question, so the number of responses used to calculate your NPS may be much smaller than your total count of reviews. 

Why are my scores color-coded?

• Scores are color-coded to help you quickly identify good performance scores and scores in need of attention. Ratings below 4.0 appear in orange to indicate score levels that may require attention. Canary uses color coding to help suppliers quickly identify performance trends. 

Why are some reviews anonymous?And whyaren’t all reviews visible? 

• Procurated gives review writers the ability to configure their privacy setting each time they submit a review. They can decide whether they want the supplier they are reviewing to be able to see their feedback, and they can share their feedback anonymously if they choose. All review writers are verified and fully vetted by Procurated before their feedback can be published on the site. 
• We give review writers these options because we want to ensure that Procurated is a safe place for buyers to share honest unfiltered feedback with their peers. But we also encourage them to share feedback with suppliers so that they can understand and improve performance. 

Does an anonymous reviewer get notified when I reply?

• Yes. All reviewers—anonymous or named—receive email notifications when you reply to reviews. 

Who can see my reply to a review?

• Your reply appears with the review, which is displayed on your supplier profile and is visible to any public sector employee with access to Procurated.  

Can I preview the review form my customers fill out?

Yes, this is what the review form looks like: 

 What does the “+” symbol mean in the ‘Performance by Organization’ section? 

• The “+” expands a row to reveal all reviews associated with the agency. A tooltip will be added to make this clearer. 

Can I sort or filter performance data?

• Yes. You currently have the ability to filter your reviews by reviews with or without replies and by rating. You can access these filters by heading to the ‘overall performance’ tab in the Canary dashboard, scroll down to the ‘Reviews & Ratings’ sections and then select the drop down for the ‘Replies’ and ‘Rating’ buttons. 

 How do I request more reviews?

• You can use the Review Requester to request more reviews from your public sector customers. To access it, go to Canary and select the “Request Reviews” tab. 
• Step one provides a draft email you can use to ask for feedback. Click the orange ‘Draft Email’ button and a draft email will be created in your email client.  
• In step two, you can select from a list of potential recipients. This is a list of your known customers based on spend data. Click the “Copy Recipients” button and their email addresses will be copied to your clipboard. Paste those recipients in the BCC field of your draft email and send! 

 Why does my email client limit the number of recipients?

• All email platforms have limits on the number of recipients per message. Outlook, for example, limits users to 500 recipients per message. If you run into those limits, you can select a subset of the list of recipients using the checkboxes in Step 2.  

How do I get help now?

• Use the help widget on the site or contact support@procurated.com.