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3) Management

Within the management tab in Focus Feedback are a lot of different settings and options. Over here we will give you an overview of all possible menu options within the management tab. From here you can navigate to the different settings. When you click on “Management” in the main menu, the following options are displayed:  

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.

Blacklist

The blacklist compiles all the addresses of people that have Opted Out (through the Opt-Out link) of receiving mail of this specific brand from you. After 3 months, these email addresses will be encrypted and not readable for users anymore.

Explenation

  1. Add an email address to the blacklist manually or Import a list
  2. Here you can see all the email addresses currently on the blacklist
  3. Export all email addresses to a XLS-file
  4. With this, you can remove an email address off of the blacklist

CLF settings

The CLF settings are the system settings of the CL Feedback module. At the CLF settings, instructions and results can be added to the CL Feedback layout.

Explanation

  1. Under result you can add a desired result. After completing the CL Feedback, the result reflects the final decision. This can be a “Refund” or it is found that after calling back the respondent is “Satisfied”.
  2. When you add a result, a pop-up screen will appear.
  3. Description is the name of the added result.
  4. “e-mail template”: You must add System mail templates, if you choose to automatically send an internal e-mail after completing the CL Feedback module. The System mail templates take care of the layout of the internal mail.
  5. “E-mail” enter the e-mail address to which the e-mail must be sent after the result has been achieved.
  6. The entered information from the pop-up screen is shown in the table.
  7. Here you can delete a result.
  8. “CLF instructions” The CLF instructions tab allows you to add text. When an employee is working on the CL Feedback, he can show the instructions as an aid.

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

Dashboard list

With the software ‘Jasper’ it’s possible to make your personalized dashboards using information from Focus Feedback. For more information about “Jasper” and making your dashboards contact us.

Dashboard settings

At the tab dashboard settings, you can change the settings of your self-made dashboards with ‘Jasper’. You can add a self-made dashboard to the main menu dashboard tab in Focus Feedback Admin. You can also contact us to assist you.

1. All added users will see their dashboard as a tab in the main menu.

Email templates

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

Mailing List

Here you see a list with all the respondents entered into Focus Feedback Admin.

Explenation

1. Here you will see a list of all the entered respondents and their details

2. Here you can add a respondent manually (just for testing purpose)

3. Start the import and sending process manually (just for testing purpose)

4. You can search within your mailing list using the search tool

5. Here you can see if the respondent has completed the survey

6. Here you can see whether the mail has been sent. Depending on the settings, invitations are not always sent (threshold Settings, Blacklist or insufficient data)

7. With this, you can delete respondents.

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.

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

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

Report Mailer

Report Mailer allows you to send periodic reports to colleagues, who are connected to the feedback.
You can Import an employee list at the Tables tab. With the report mailer, you can send your customized reports to your selected employee group.

Explenation 

  1. Filters to search within the employee table 
  2. Detail information about your employee table (made empty for privacy reasons) 
  3. Check box to decide who to receive a periodic report 
  4. Button to send the report 

Salutation

When you import names into Focus Feedback, the salutation can differ between imported files. The tab salutation allows you to make sure that outgoing data all have equal greetings for the customer. 

Explanation 

  1. Button to add a new salutation table, a pop-up screen appears.
  2. Add the desired salutation you want to use in your invitations.
  3. Add your desired language.
  4. Add all the synonyms that you want to change into your desired salutation.
  5. Button to edit an existing salutation table.
  6. Button to delete a salutation table.
  7. This table shows your added synonyms within your selected salutation.
  8. Button to remove one of the synonyms within the salutation.

Settings

Page with all the technical settings for Focus Feedback Admin. 

Explanation

1. (S)FTP settings. (just to be entered by system-administrator!)

2. Link settings. (just to be entered by system-administrator!)

3. Threshold: the period within which the respondent will not receive a second invitation

4. Remaining settings. (just to be entered by system-administrator!)

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

Tables

Focus Feedback Admin can manage multiple tables that need to be maintained.

Explenation

  1. List with all available tables
  2. Add a row or Import a file
  3. Detail information about the selected table
  4. Remove a row from the table