NPS Performance Overview

Purpose

The NPS Performance Overview dashboard enables you to drill-down based on the hierarchical structure of your company. To enable meaningful callbacks, the NPS Performance Overview allows a company to assign callbacks based on different levels in your hierarchy.

This is done by allowing regional managers and team leaders to drill-down through Feedback based on teams. The NPS Performance Overview does this by the utilizing three charts:

1. Shows NPS over time. When a period is clicked, chart 2 will open for this period.
2. Shows NPS per team for the selected time period. When a team is clicked, chart 3 is opened.
3. Shows NPS per team member. When an employee is clicked, the connected verbatim is opened.
4. From the verbatim you can directly assign calls to employees. This call is now added to the CLF module.

Setting up the NPS performance overview mapping

To enable working with the NPS Performance Overview dashboard your Focus Feedback application needs to understand which teams work within the company. This is done based on departments. The process involved in setting up your departments is explained below.

All the processes which are sent by Focus Feedback through the SFTP connection with BSH include engineer, contact center, dispatch and Preprepper numbers (when coming from SPICE – otherwise records only include engineer numbers). Within Focus Feedback there is the option to map your employees. Mapping employees means connecting those received numbers to names, functions, field and departments.

Step 1

Open your Focus Feedback application, go to “Management” in the menu, in the sub-items click on “Tables” (If this doesn’t show, please contact your administrator to change your authorizations).
It will open a screen with your mapping tables. In the left list, click on “Employee”.

Step 2

For each employee group (Engineer, Contact Center, Preprepper and Dispatch) you can map your employees. This is done by clicking the ‘+’ icon at the top of the table. You can add a record into your Focus Feedback application, or use the import function. It is also possible to import one list with all your employees at once. This is done by clicking on the ‘All’ tab and using the import function from here. When you import one list don’t forget to include an ‘employee type’ field. The employee type field determines if the imported employee is an Engineer, Contact Center, Preprepper or Dispatch employee. When you use the import function within one of the other tabs the ‘type field’ is connected automatically.

The NPS Performance Overview dashboard is built, based on the department you map in this section of your application. This means that it checks all received records. The connected Engineer, Contact Center, Preprepper and Dispatch numbers are checked alongside your employee mapping table. Then, all data is grouped by department. This is shown in the dashboard.

NPS performance overview Authorization

The NPS Performance dashboard is accessible by clicking in the menu on ‘Dashboard’; as a sub-item, the NPS Performance dashboard is shown. (If this doesn’t show please contact your administrator). To show the dashboard, the user-group of the user needs to have the proper authorization. When the authorization is added, the dashboard will show in the menu after logging out and back in again.

NPS performance overview Filtering

When the NPS Performance Overview dashboard is opened a pop-up screen is shown. Within the pop-up screen you can set your initial filters for running the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to run the dashboard.

a. You can choose your own time period by clicking and filling the date from and date to fields.

b. You can choose a preset time period. This is a quick select, and the date filters will be filled automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.

2. The Period filter determines how you want to group your selected time periods. The first chart in the NPS Performance Overview dashboard shows the NPS over your selected time period. With the period filter you can choose if you want to see your selected period per day, week, month, quarter or year.

3. The Team filter determines if you want to see data from all teams or only from one team. As explained in “Setting up the NPS Performance Overview mapping” the teams are based on the department column within your employee mapping table.

After setting your desired filters click on “Generate” to create the NPS Performance Overview dashboard. When you have generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard, next to the title.

NPS Performance overview segment filter

Once you have generated the dashboard there is one extra filter within the NPS Performance Overview dashboard. This filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data within your dashboard to only show NPS segments. It is also possible to combine data from multiple segments. As a default the segments filter shows data from all segments. Segments are:

• Promoters: Customers who gave an NPS of 9 or 10
• Passives: Customers who gave an NPS of 7 or 8
• Detractors: Customers who gave an NPS between 0 and 6

The segment filter can be changed by clicking the sliders.

NPS performance overview Chart 1 (NPS performance)

When the filters are set accordingly, and the dashboard is generated, the first thing opened is the NPS performance chart. The NPS performance chart shows the NPS over time, based on the filtered time period and period grouping. The NPS performance chart is based on response date. This means that the data is shown by the date that the customer responded. There are three additional functions within this chart:

1. The right top corner shows the average NPS for the entire time period.
2. The checkbox above the chart when selected shows a line of the NPS in the previous year. This means that it shows the NPS in the same time period and group exactly one year prior (Orange line).
3. A table is shown at the bottom of the chart. The table gives additional information:
   • Total number of sent records in the period.
   • Total number of completed records within the period.

The NPS Performance Overview dashboard works in a dynamic way. To open chart number 2 (NPS per customer service team) you need to click on one of the NPS time periods (click on one of the bars within the bar chart). It is also possible to select multiple bars. When a bar is clicked the dashboard automatically navigates downwards to the NPS per customer service team chart.

NPS performance overview Chart 2 (NPS per customer service team)

The NPS per customer service team shows you data based on the selected bars in the NPS performance chart. The NPS per customer service team gives an overview of the NPS score per team. The team is determined from the employee mapping department column as explained in “Setting up the NPS performance overview mapping”. There are three additional points of note within this chart:

1. The subtitle at the top of the chart gives an overview of the selected period from the NPS performance chart. When you select multiple periods those will also show in the subtitle.
2. The x axis shows NPS per team. When you select only one team within the filter pop-up (as explained within “NPS Performance Overview filtering”) this chart will only show that team. When ‘all teams’ are selected in the filtering pop-up, this chart gives an overview of the NPS per team.
3. If you see a bar that is called “null”, this means that these records are not connected to a team. This occurs because there are records that are not connected to a mapped employee, thus not mapped to the connected department.

The NPS per customer service team works in the same dynamic way as the NPS performance chart. You can open chart number three (NPS per employee of your team) by clicking on one of the bars. You can also select multiple bars, then the NPS per employee of your team chart will then combine the data of the employees of multiple teams. When you select a team, the verbatim at the bottom of the dashboard already shows. The verbatim shows all verbatim of the selected team(s) in the selected time period. When a bar is selected, the dashboard will automatically navigate to the NPS per employee of your team chart. If you want to see the verbatim of the entire team, scroll passed this chart to the bottom.

NPS performance overview Chart 3 (NPS per employee of your team)

The NPS per employee of your team chart shows data based on the selected team(s) within the NPS per customer service team chart, which is based on the selected time period within the NPS performance chart. The NPS per employee of your team shows the NPS per individual employee. The employee within the selected team is determined within the mapping table as explained in “Setting up the NPS performance overview mapping”. There are three additional points to note within this chart:

1. The subtitle at the top of the chart gives an overview of the selected team(s) from the NPS per customer service team chart. When you select multiple teams those will also show in the subtitle.
2. The x axis shows NPS per individual employee, based on employee number.
3. When a team is selected, chart four (Consumer verbatims for selected employee or team) is already opened with all verbatim for your selected teams. By clicking on an employee, only the verbatim for that employee will open. It is also possible to select multiple employees.

The NPS per employee of your team works in the same dynamic way as the other charts. You can open chart number four (Consumer verbatims for selected employee or team) by clicking on one of the bars. You can also select multiple bars. The Consumer verbatims for selected employee or team chart will then combine the verbatim of the employees. When a bar is selected, the dashboard will automatically navigate to the Consumer verbatims for the selected employee or team chart.

NPS performance overview Chart 4 (Consumer verbatims)

In the last part of the dashboard the connected verbatims to the employee or team are shown. Here the connected feedback can be analyzed and feedback that needs a call-back or follow-up action can be assigned to an employee. When verbatim is assigned, it is added to the CLF module. This means the employee will get an automated e-mail (if the CLF module is set up). From this point, that employee can find the call within the “My Calls” section of his/her Focus Feedback application. The consumer verbatim is explained below:

1. Shows verbatim based on the selected employees or teams.
2. Shows the connected NPS.
3. Shows additional information connected to that record.
4. Call-back icon is based on the callback question:
   • Green: Consumer answered “yes” on the call-back question within the survey.
   • Red: Consumer answered “no” on the call-back question within the survey.
   • Grey: Call-back question was not added to the survey.
5. Shows the verbatim the consumer answered as improvement and strength within the survey.
6. Button that allows you to assign the feedback to an employee and enter into the CLF module.

When the “Assign” button is clicked, a pop-up window will open. In this window you can search the employee you want to assign the call to. The employee that you want to assign the call to needs to have a Focus Feedback account. Don’t forget to set up the CLF module: “Automated assign e-mails, CLF results, etc.”. When the call is assigned the “Assign” button is replaced by text.