Closed Loop Feedback: Bucket

Watch the demo video: Introducing the Closed Loop Feedback Bucket

The Bucket contains all incoming written feedback from customers. You can use filters to determine which feedback you want to see. 

1. Date filter: choose the period for which you want to view the feedback. 
2. Touchpoints: select the surveys/contact moments you want to see. 
3. Clubs/Projects: choose which clubs/projects you want to see feedback for. 
4. Assignee: view the feedback assigned to each individual. 
5. Status: select the feedback status (to do/in progress/done). 
6. Tags: choose the tags you want to filter on. 
7. Favorite: this displays feedback that has been marked with a star. 
8. Add filter: add additional filters as needed, such as filters for languages, regions, or scores. 
9. Apply filter: save the filters. The filters are applied to the feedback. 

 

Bucket 

1. Filter: customize your own filters. 
2. Show Saved Filters: we have set up 6 standard filters for users. You can find them in the Saved Filters. They are useful for quickly reviewing feedback in the Bucket. 
3. Save: you can also add your own filters to the saved filters. If you’ve configured the filters using the filter option on the right side at number 1, you can save them by clicking on the Save icon. They will now appear under the standard saved filters. You can remove a saved filter by clicking the pencil icon and then click the trash can icon. 
4. Table: you can choose between a Table or Card view. It defaults the Card view, allowing you to see more information immediately. Switch to Table view to collapse the feedback for a more compact display. 
5. Search: search for feedback. This search function only looks in the summary, so the word you’re searching for must be included in the summary. 
6. Favorite: you can mark feedback as a favorite using the star icon. 
7. Assigned: in this column, you can see to whom the feedback is assigned. This can be your name or your colleague’s name. If the feedback is not assigned, it will display Not Assigned. 
8. Status: this column displays the feedback status, which can be To Do, In Progress, Done or Closed. 
9. Summary: this is a brief summary of the feedback. You can manually add this summary. Clicking on the summary expands the entire summary. 
10. Date Received: the date on which the feedback was received. 
11. Tags: in this column you can see any tags associated with the feedback. 

You can open the feedback by clicking on it. This will take you to the screen below. 

1. Details: when you click on this, a screen opens displaying all feedback and customer details. The top row contains customer information, while below, you can see all the feedback details. 
2. Decline: the Closed Loop Feedback is designed for following up on feedback. However, there may be instances where you do not wish to or cannot take action on the feedback. In such cases you can choose to decline it or close it. Using this decline button signals to other colleagues that you will not be handling the feedback. 
3. Assigned: by assigning the feedback to someone, you make them responsible for that feedback record. The assigned person will receive a notification in Focus Feedback at the top right of the screen, an email notification, and the feedback will appear in their Call Board. 
4. Close: if you want to conclude the feedback, you can close it by clicking this button. You will be prompted to provide details about the action you took regarding this feedback, ensuring clarity on how the feedback was handled. 
5. Edit: with this function, you can add tags and summaries to the feedback. Both can be used as filters in the Bucket. You can enlarge the summary text box by clicking on the two lines in the lower right corner and dragging it downward. Click Add for existing tags to add them. If you want to add a new tag, type its name in the Add tags field. 
6. To Do/In Progress/Done: you can change the feedback status here. This status is visible in the Bucket and on the Callboard. 
7. User Notes/All Notes/System Notes: The default setting is to display User Notes. 
8. Write an internal note: you can find this at the bottom of the page. As a user you can add a note. This note will be shown when you filter for User Notes or All Notes. System Notes are added when a user takes specific actions in Focus Feedback with that particular feedback. All Notes display all available information, including both responses and system notifications.