10) How do you create your own survey?

Managing Groups

Focus Feedback has the option to create one or more user groups. This will enable you to specify the authorizations for every user group separately, so every user will only see those functionalities they need.

Explanation

1. Add a new group
2. List of available groups
3. Delete an existing group
4. List of selected authorizations for this group
5. Delete this permission of this group
6. Activate a picklist for all permits (a pop-up window appears)
7. List of available authorization from this group
8. Cancel your choices
9. Select your preferences and transfer these to this group

Managing Users

Over here you see a list with all the users entered into Focus Feedback.

Explanation

1. Here you can manually add a new Focus Feedback user.
2. With this, you can edit the details of a Focus Feedback user.
3. Here you see a list with all the Focus Feedback users.
4. Here you can see to which user groups an individual user belongs to.
5. Here you can search within your user list.
6. With this, you can delete a Focus Feedback user.

Overview (user) groups

Overview managing users Focus Feedback

Within your Focus Feedback platform you can add users and assign them to (user) groups. When adding colleauges as users in Focus Feedback you can choose which modules and functionalities they are allowed to use. With this system you can personalize groups to boost efficiency while working with Focus Feedback. Managing your (user) groups goes in three easy steps.

• Add users to your Focus Feedback platform
• Create your desired user groups
• Assign the desired users to their related groups

Step 2: Base template

The base template is the layout for your email template. Within the base template, you can add company text, pictures, and logos. For adding them to your base template the text, images, and logos need to be on an online server. When you want to change or make a new base template, please contact one of the employees at Focus Feedback. After delivering the new pictures and logo’s Focus Feedback will create a new base template for you.

Step 3: Email template

Here you manage your email templates. This is where you choose how your invitations are sent to the respondent. Your email template supports your survey.

Explanation

1. Add a new email template
2. Copy the selected invitation
3. Delete this email template
4. List of all your email templates
5. With “?” sign you can add a description to your email template
6. Name of the email template
7. Name of the brand to which it relates to
8. Email reply: add an email address and all the reply emails will be sent to this email address
9. Email from/SMS from is the address the customer sees when she/he receives the survey
10. Tags and SMS tags can be inserted in your email and will be replaced by data upon sending. For example, you can use the tag [name] to add the customer name automatically into your email or SMS.
11. Here you can choose whether or not a Thank You email will be sent after a survey is completed by a respondent.
12. Reminder Count is the number of reminder emails or SMS messages you want to send to the respondent. Reminder After is the number of days after which every reminder is sent.
13. CSV key: this is the keyword as it also appears in your CSV-file, which links the e-mail template to a Brand (advised to not change without consultation)
14. The Additional tab contains a few extra options for your email template
15. Close survey after: allows you to select how long the survey remains open after sending the initial e-mail invite.
16.     Coupons: here you can Import a file with coupon codes. You can choose to send coupon codes to your email automatically. For instance, with the “thank you mail” so every respondent   that fills in the survey gets a coupon code for a discount.
17. With this, you can switch between First, Reminder or Thank You email
18. This is the subject of the email
19. With the functionalities in the top button bar, you can change the layout of your email content.
20. Add a language to your selected email template
21. Connect your email template to a base Template. The base template will add the layout to your email template
22. Test your email template

Step 4: Creating your survey

Here you can create and maintain your surveys.

Explanation

1. Add a new survey; you get a pop-up window
2. Add a new question; you get a pop-up window
3. Add a new answer; you get a pop-up window
4. List of available surveys
5. Edit an existing survey, question or answer
6. View an example of your survey (don’t forget to allow pop-ups in your browser)
7. Manage the order of your questions and answers
8. List of questions of the selected survey
9. Here you can mark which question within your survey you’re using as the NPS question
10. Which question or answers are active within your selected survey
11. List of answers to the selected questions in your survey
12. “Processed” shows all sent surveys to the respondents from the selected survey
13. “To Send” shows all surveys yet to be sent to your selected survey
14. (Only available when the “To Send” tab is selected) This button gives you the opportunity to import or manually add respondent information for sending your selected survey (see how to ‘Import’)
15. (Only available when the “To Send” tab is selected) When you push the button “Send” your selected survey will be sent to the imported respondents, as shown in the table below

Managing your survey settings

When creating or maintaining a survey you get a pop-up screen with the survey settings

Explanation

1. Add (or edit) a new survey (a pop-up screen will appear).
2. Name of the survey.
3. The main language of the survey.
4. The category gives you the opportunity to add an extra dimension, by connecting a table to your survey. You can add or edit your table in the tables tab, for instance, an extra dimension can be different departments in your organization.
5. List with the linked email templates.
6. With the “X” you can delete the selected template or group.
7. Message Medium lets you choose if the survey will be sent by email or by SMS. Or even both options, if you choose both. The system will try the first option first and if that option is not possible because the email address or the phone number is missing, it will try the second option.
8. Departments to which the survey relates to.
9. How and if the NPS results of the survey will be shown on Dashboard I.
10. If the NPS results of the survey will be shown on Dashboard II.
11. With the button ‘CLF Survey’ you can turn the selected survey into the survey that will be sent out to respondents after completing the CL Feedback module. Only one survey can be designated as a CLF survey.
12. Here you can add user groups to this survey, when adding a user group, the people within that group will be the only ones allowed to see the results from this survey.
13. Tabs to add or change different languages.
14. Add a new language for the survey.
    (as soon as the language has been added as text, this language choice is available in the survey for the respondents)
15. Click here to activate the survey.
16. Intro text on the first page of the survey.
17. Text that will be displayed when the respondent has completed the survey.
18. Text that will be displayed when the respondent clicks on the survey link in the e-mail when the survey has already been completed by the respondent.
19. Text that will be displayed when the respondent unsubscribes for a survey.
20. There are three types of test modes
    1. Normal mode: everything functions as normal. Test modus is not active.
    2. Full test mode: next to the test mode button you can add an email address. Everything functions normally but all the surveys will be sent to the added email address.
    3. Compact test mode: next to the test mode button you can add an email address. All the survey weblinks of all respondents will be grouped in one email and sent as a group to the added email address.
21. Assign your desired classification labels to the selected survey.

Step 6: Managing your question settings

When creating or maintaining a survey question in your survey creator you get a pop-up screen showing the question settings

Explanation

1. Add a new question or edit a current question. (a pop-up screen opens)
2. With this, you select whether a question is active or not
3. The Short question will be used in Reports and Lists
4. With this, you can define the language. The language is linked to the survey language, therefore it is possible to use multiple languages
5. Text that is shown on the left side of the scale. (questions with a scale or the NPS question)
6. Text that is shown on the right side of the scale. (questions with a scale or the NPS question)
7. Enter here the full question, as the respondent will see it.
8. Choose one of the available question types
   1. NPS question, the question measures the NPS rating
      (there are rules before you can call a question an NPS question)
      
   2. Rating Scale 1, a question with a scale of words. With a Rating Scale question, you need to add answers.
   3. Rating Scale (numbers), a question with a scale of numbers. With a Rating Scale (numbers) question you need to add answers.
   4. Rating Scale Vertical 1,2, a question that is identical to the Rating Scale question but the added answers are shown vertically instead of horizontal.
   5. Multiple Choice Question (Vertical) 2, a question where the respondent can select one or more of the giving answers. Multiple Choice Question is horizontal, Multiple Choice Question (Vertical) has the answers shown vertically. You need to add answers to a multiple-choice question. (see Answer settings)
   6. Single Textbox Question, a question where the respondent can answer with his text. The single text box question is “one line.”
   7. Open Question 3, a question where the respondent can answer with his text, this is without limitations
   8. Descriptive Text, extra informative text you can add to your survey
      
9. Choose if this question is mandatory for the respondent
10. This question is the last question on the page. After this, a new page will start

• Rating Scale questions can be transformed into a callback question. A call back question allows the respondent to ask the company to contact the respondent over the phone. This information will be shown in the CL Feedback module.
• Rating Scale and Multiple-choice questions can add a field Additional. Additional: In case this is selected by the user, will show a new entry field as a textbox.
• Open Questions can be chosen as CLF question. With this function, the answers to this question will be shown in the CL Feedback module.

Managing your answer settings

For Survey questions ( like scale-, multiple choice- and NPS- questions) adding answers to the question is necessary. When creating or maintaining a survey answer within the survey creator, you get a pop-up screen showing the answer settings.

Explanation

1. Add a new answer or edit an existing answer. (a pop-up screen opens)
2. With this, you select whether a selected answer should be activated or not
3. Short answer; this answer will be used in lists and Reports
4. Enter a value when this answer will be used in calculations
5. You can skip some questions by selecting a different question
6. Choose the language tab to switch to another languages. All active languages, need te have an answer.
7. Enter the full question in the correct language here; this field will be shown to the respondent in the survey.

Step 8: Testing your survey

When your survey is made it is important to test your survey before sending it to your customers. Focus Feedback gives you two different options to test your made survey.

• Full test mode
• Compact test mode

When you click on one of the two test modes, a field shows “Test email address”. Here you can put in the email address you would like to use for testing your survey.

Full test mode

Every survey record will be sent to your test email address. In exactly the same way as the customer would normally receive the survey. This means that if you import a file with 40 customers in Focus Feedback and send them in the “Full test mode”, you will receive 40 emails.

Compact test mode

All survey links from each survey record will be integrated into one email. This means that if you import a file with 40 customers in Focus Feedback and send them in the “Compact test mode”, you will receive one mail with 40 survey links.

After correctly testing your survey it is time to start sending surveys to your customer. You can do this by manually adding customers to your Focus Feedback platform or importing a file.

System mailtemplate

The system mail template is your mail template for internal traffic. The template you create within your system mail template is sent to colleagues and not to respondents, most of the time these emails are automated. Automated emails from the system mail templates occur with: assigning and resulting feedback within the CL Feedback module, sending reports using the Report Mailer, or using the follow-up function within the Classification module.

Explanation

1. Add a new system mail template
2. A list of the current system mail templates, mail type, and the delete button
3. Name of your selected system mail template
4. Email subject: the subject of the mail sends by your system mail template
5. Add a base template. The base template gives the layout to your system mail template (pictures and logos)
6. Email type shows you the different purposes for your system mail template
7. The possible purposes for your system mail template are:
   1. Assign-mail is the intern mail that is sent after assigning feedback using the CL Feedback module
   2. Result-mail is the intern mail that is sent after a person adds a result and closes the call within the CL Feedback module
   3. Report mailer is the intern mail send to the group who receives a periodic report using the Report Mailer function
   4. Follow-up mail is the intern mail send if there needs to be a follow-up action after Classification of the feedback
8. When the tags button is clicked, you get a list of possible tags to use in your system email template. (Tags direct data into your mail like customer name or product brand)
9. With the button test, you can test your system email template
10. With the functionalities in the top button bar, you can design your system email template
11. Add here the text that you want to put in your email