Classification

Watch the demo video: Introducing the classification function 

The classification module allows you to set labels and categorize feedback, making it easier to understand the received feedback. You can do this manually within the tool. Additionally, there is an option for automatic classification. Please contact us for this matter: info@focusfeedback.nl

• Click on Classification in the menu or on the homescreen to access the classification module. 
• Set the filters through the Filter Classification screen (also accessible via the funnel icon). 

1. Touchpoints: select the contact moment (in other words: the survey) for which you want to classify the responses. 
2. Date filter: choose the period for which you want to classify the feedback. 
3. Published: select either unpublished or published. 
4. Classified: choose between unclassified or classified. 
5. Publishable: this indicates whether the customer has given permission to publish the feedback. Select either publishable or non-publishable. 
6. Clubs/Projects: make a choice of which clubs/projects you want to classify feedback for. 
7. Add filter: you can add additional filters here, such as scores and languages. 

Setting up labels and sub-labels is done in the Focus Feedback Admin environment. Once the labels are configured, you can start classifying the feedback. The classification module not only helps your organization group information but also aids in carefully reading the received feedback. This is important for achieving customer satisfaction. 

1. Received feedback categorized into strengths and areas for improvement. 
2. Main Labels: categories that the feedback can pertain to. 
3. Sub-labels: subcategories that the feedback can pertain to. 
4. Report: this is primarily relevant when working with automatic classification by AI. You can see the AI’s reasoning for labeling feedback under a specific topic and sentiment. 
5. Potential: sometimes a customer provides a suggestion with great potential for improvement. By clicking the rocket icon, the feedback can be easily and collectively retrieved later. 
6. Like: use this to mark feedback that is worth sharing within your organization. 
7. Filters: you can reset the filters. 
8. Exclude: this button allows you to exclude feedback from classification. In some cases, there may be insufficient information to assign a label. By using Exclude you ensure that this record won’t appear in the classification process. 
9. FollowUp: you can send an email with the feedback to a colleague who doesn’t use the tool. In this case, you’re sending only the feedback, not the personal or contact details of the feedback provider. 
10. Assign: you can assign the feedback to a colleague who uses Focus Feedback. Your colleague will receive an email and will see the feedback in their Call Board. 
11. Publish: if a customer has given permission to publish their feedback, you can use the Publish button to make the feedback public. Several steps need to be taken to publish feedback. Contact your Focus Feedback representative to arrange this. 
12. Survey Details: the details of the feedback, including answers to all questions, such as the NPS response.