Is there anything that we can help you with? We’ve listed a few of the frequently asked questions, but if you want to hear from us personally, please feel free to contact us at any time!
Below you’ll find answers to the questions we get asked the most about our software, application, and products. Can’t see the answer to your question? Then make sure to contact us directly so we can help you as soon as possible.
First of all try to request a new password with the ‘Forgot password’ module. This often fixes your problem.
If this doesn’t work, please contact the system administrator within your organization. Don’t you know who this is? Feel free to contact us at support@focusfeedback.freshdesk.com
Resending a survey affects the response rate. In this case, contact Focus Feedback at: support@focusfeedback.freshdesk.com. Our help desk can retrieve the survey link, which can then be shared again with your customer.
Every user of Focus Feedback is added to a user group. Every user group has different rights. When your modules are different from your colleague, you are not in the same user group. Do you want to change your rights or modules? Contact your system administrator or contact us at: support@focusfeedback.freshdesk.com to see what is possible.
Go to ‘Reports’ in the Focus Feedback Admin menu. Then click on ‘Overviews’ in the submenu. On this page you can compile an export. Set the desired filters and click on export. If you want to export to Excel you have to select ‘Export’ in the drop-down menu to the left of the ‘Refresh’ button instead of ‘Answer list’.
In the menu of Focus Feedback Admin go to ‘Management’. Then click on ‘E-mail templates’ in the submenu. You will now see a screen with all e-mails sent to the respondents. Select the e-mail you want to view from the list. After selecting the e-mail, the right side of the page shows the content of the e-mail. At the top right you will find a ‘Test’ button. Here you can send the e-mail to your own address. You now have a test view of what the respondents receives.
The NPS methodology asks the customer three short questions: ‘How likely is it that you would recommend our service/product to friends/family?’, ‘What did we do well?’ and ‘How could we improve?’. The last two questions are open questions. The respondent can formulate his/her own experience here. However, the open text is difficult to quantify. By using the Classification Module, you can give substance to the written answers by indicating which subjects the customer writes with a positive or negative note. This offers the opportunity to quantify written text and make it useful to analyze.
Go to ‘Dashboards’ in the Focus Feedback menu (graph icon) and click on ‘Manage Dashboards’ in the submenu. Here is a list of your dashboards. Share a dashboard with another Focus Feedback user by clicking on the ‘Share’ button. For more information see: Tutorial video Manage and share dashboards.
Customers can answer the NPS question (would you recommend us?) on a scale from 0 to 10. The answers are divided into segments:
0 to 6 are Detractors
7 and 8 are Passives
9 and 10 are Promoters
The NPS calculation is the percentage of Promoters (MINUS) the percentage of Detractors. This provides a score between -100 and 100. For more information check our NPS Guide.
Sometimes you receive feedback from customers that need a follow-up action. Within Focus Feedback you can assign feedback to a responsible person (another user). This user will receive an e-mail that a notification is ready for him or her. Within the Closed Loop Feedback module, you can keep track of which follow-up actions have been taken and who has executed them. This makes it possible to work in a structured manner with reactions, to manage whether the correct actions have been executed, and to report on actions. Would you like to know more about using the Closed Loop Feedback module within your organization? Please contact us via support@focusfeedback.freshdesk.com
Focus Feedback can be reached by telephone or email five working days a week:
Email: support@focusfeedback.freshdesk.com
Telephone: +31 13 571 88 44
