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5) Reports

Brands

The sub-tab Brands shows the NPS score (in graph and table) for the different brands for your selected filters

Charts

Charts shows you the general NPS and its details for your selected filters.

Explanation

  1. NPS score for your selected filters
  2. Response rate in percentage for your selected filters. To the right, it shows, the total number of sent invitations and returned surveys for your selected filters
  3. The distribution of detractors, passives, and promoters for your selected filters in a graph and table
  4. A table with the number of respondents and the amount of returned text in the feedback, in your chosen filters
  5. Graph and table with a summary of the surveys and the given NPS in numbers for your selected filters

Charts overview and filters

In the tab Charts, Focus Feedback gives you a big set of charts to help our clients visualize and use the information. It also helps understanding trends in significant data periods. The charts tab is divided into different sub-tabs. Above every tab, there is a broad scope of filters to create the desired chart.

Explanation

  1. Different options for filters to create the desired chart
  2. List of all the tabs. The tabs will be explained in the manuals
  3. “Refresh” button, you need to push after changing the filters
  4. “Print” exports your chart to a .pdf file

Classification (report)

Within the Classification module, received feedback is classified. Within Reports> Graphs > Classification, you will find a graph that displays the classified feedback for your company. At the top of the page, you can set your desired filters.

Explanation

  1. Focus Feedback here shows the number of classified responses that are included in the chart and the total number.
  2. With these buttons, you can change the order of the charts’ data.
  3. Focus Feedback shows you an overview of the classified feedback within each main classification group. It displays the difference between the positive feedback (the green bar) and negative feedback (the red bar). The graph shows the impact of the classified responses using a percentage scale.
  4. When you click on one of the main classification groups, the graph on the right shows the distribution of the classified responses within the sub-items.
  5. When you click on one of the bars within your sub-items, Focus Feedback will give you the corresponding customer responses below the graph. With the classification graph, you can search and analyze your classified feedback.

Engineer group / Region

An engineering group or region is a group of people that can be identified as a separate group; this can be a particular region or department. This tab shows an overview of the NPS-score per group for your selected filters in graph and table. The tabs “engineer group” and “Region” display the same information, the use variates between countries.

In Guarantee

This tab shows the difference in NPS score between services performed under warranty and out of warranty for your selected filters. This tab shows the NPS, response rate and distribution of Detractors, passives, and promoters in graph and table.

Meer…

In this tab, you will see the charts for the extra multiple-choice questions you have added to your survey. In this example, we have added an age question to the survey and look at the chart for are the added question.

NPS Trend

The tab NPS trend shows the NPS score (of your selected filters) per month over the period chosen. It also adds a trend line that shows trends (very useful when analyzing more substantial periods).

Phase

The phase tab (Reports > Graphs > Phase) gives you an overview of charts that are filtered by project. Within a project there are residents and involved organizational employees. At the top of the page you can filter by project, after which the graphs adjust. Under Projects (Reports > Graphs > Projects) you can create projects and add customers and / or employees to a project.

  1. Here you see the project that has been filtered to.
  2. This gives the total NPS of the project. This NPS is a combination of customers and involved organizational employees.
  3. This gives the total NPS of the customers of this project. The NPS is shown in a graph.
  4. Here, the customers’ NPS is related to the phases in graph and table form.
  5. This gives the total NPS of the involved organizational staff of this project. The NPS is shown in a graph.
  6. Here, the NPS of the organization employees involved is related to the phases in graph and table form.

 

Potential & Like

Within your Classification module, you can identify feedback as ‘Potential’—feedback that could prove important for the organization—or tag feedback with a ‘Like’; indicating it is positive and needs to be shared within the organization. Within this graph, you get an overview of the feedback tagged as ‘Potential’ or ‘Like’ within the different main classification groups.

Explanation

  1. With these buttons, you can change the order of the graph
  2. This shows the active main classification groups within your selected filters. The graph gives you an overview of ‘Potential’ (Orange) and ‘Like’ (Blue) classified feedback. When you click on one of the bars, the connected feedback will be shown on the right-hand side of your screen.
  3. Displays the customer feedback identified as ‘Potential’ or ‘Like’ within your selected main classification group. With this feature, you can selectively search for important customer feedback that can help your company.

Reports

Focus Feedback gives you the opportunity to look into the detailed data. With reports you can create your own tables with the filters. The filters are connected to internal customer information. You can only use this tab if your connection with Focus Feedback allows to give the necessary data. For more information about this function contact a Focus Feedback employee or send an email tot support@focusfeedback.freshdesk.com

 

Sent e-mails

This tab (Reports > Graphs > Sent emails) shows you a distribution of your emails. It gives you an insight into the First email, Reminder email and Thank you emails. The red numbers on top show the total amount

Survey response behaviour

This tab shows you the customer response behavior concerning your surveys. It provides you with an overview of the timeline when the customer reacts to your emails.

Views

At Views (Reports > Viesw), Focus Feedback Admin will give you an overview of the collected feedback. You can get the desired overview of the feedback by using the filters.

Explanation

  1. Shows the different filters you are able to use to get the desired information.
    After changing the filters, don’t forget to push the “Refresh” button
  2. With the “Export” button you can export the filtered list with information to a pdf or excel file
  3. Here you can see the detail information about the feedback
  4. The NPS score is shown here
  5. Here you see the positive and negative written comments.