8) Classification

Classification module

In the classification module, you can give responses a classification. The company makes the classifications groups, you can group answers and put the received feedback in groups for analysis. With the help of the classification tool you’re able to see patterns and discover improvements, you are also able to send personalized data to your employees or track departments which make the most significant developments.

Within the classification tool, you have primary groups and subgroups. Within the primary group, you can make multiple subgroups. You can add different main and subcategories to your surveys. For instance, the survey to your customer has different classification groups then a company employee survey. You can manage your groups and process in Manage labels.

To assist companies in analyzing data from different countries and departments, it’s necessary to have the same classification labels on specific processes. This means some surveys have fixed labels and with some surveys, you can select the needed classification labels.

When using the classification tool, it is important to classify your feedback daily. The classification tool helps companies not only to group feedback but also supports as a trigger to read the customer feedback in detail and choose where this feedback belongs.

When you click on Classification in the main menu the following options are displayed: (depending on your authorizations)

1. Labeling
2. Manage labels

Classification, Labeling

Labeling is the main screen of the classification tool. Here you can filter the feedback to get the desired list and label your responses.

Explanation

1. Filters to refine your desired responses
2. Filter to only get the responses that are not classified yet
3. Received feedback from the respondent in text
4. Your main classification groups (more option at Manage labels)
5. “Potential” allows you to tag feedback as potential feedback. Potential means that the information given by the customer is vital for improving the company, in other words, it is valuable feedback. When feedback is tagged as potential, you can find the feedback within the “Potential & Like Graph”
6. “Like” potential tags negative feedback as potential feedback. Like tags the positive feedback as a valuable feedback. Like means that the positive feedback given by the customer is valuable for your organization. By giving a like to received feedback, you can find the feedback within the “Potential & Like Graph”
7. Your sub-classification groups are located in the selected main group.
8. The left side (green) allows you to classify positive feedback into the chosen group
9. The right side (red) allows you to classify improvements into the chosen group
10. After classifying feedback, you can go to the next or back with these buttons
11. The “Follow Up” button allows you to send your classified feedback to a colleague. With the follow-up button, Focus Feedback creates an automatic mail with the selected feedback (you can create this mail under the tab System mail template). You only need to add the email address of the person you want to send the feedback to. With the follow-up button, you can ask colleagues to undertake action on behalf of the selected feedback. (This can also be done with the CL Feedback module)
12. Exclude from classification allows you to exclude feedback. When feedback does not fit in one of the classification groups, or the feedback is not right you can omit it from classification. Feedback excluded from the classification is not displayed in the Classification graph within Reports.

Classification, Manage labels

Here you can manage your Classification labels. You can add or edit main and subgroup labels. Here you can also add specific labels to surveys (processes). Some surveys have fixed labels and cannot be modified.

Explanation

1. Your available processes, when you select a process, the active main classification groups will be shown in the right table
2. Your main classification groups within your chosen process. You can then add new or edit existing classification group (a pop-up screen appears). It is also possible to alter the sequence, the sequence shown in this table is the sequence the labels will be displayed in the labeling process
3. In your sub classification group under your selected main category, you can add new or edit existing sub classification groups (a pop-up screen appears). It is also possible to alter the sequence, the sequence shown in this table is the sequence the labels will be displayed in the Labeling process
4. “Pop-up screen” allows you to give a classification group a name and local name. The local name is essential when surveys (processes) are integrated into classification groups. In this case, the name will be the one in the calculation, but the local name is the one shown in your labeling process and local reports