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. Respons date: choose the period for which you want to view the feedback. 
2. Survey: select the surveys 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. 
6. Tags: choose the tags you want to filter on. 
7. Favourite: 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. Show less: clicking this hides the screen with all customer details. In the top row, you will find the customer’s information. Below that, you can see all the feedback details.
2. Survey questions: clicking this will show the survey questions answered by this customer/member.
3. Details: here you will find all details related to this feedback. This includes information such as the date the survey was completed, for which club, in which language, etc. You can also see how this feedback is classified: green highlights positive points and red highlights negative points.
4. Translate to your language: by selecting this button, you can choose the language in which you want the feedback displayed.
5. Decline: Closed Loop Feedback is created with the purpose of following up on feedback. However, if you do not want or are unable to act on the feedback, you can choose to decline or close it. Using this decline button shows your colleagues that you will not be handling this feedback.
6. Assign: assigning feedback to someone makes them responsible for it. They will receive a notification in Focus Feedback at the top right of the screen, an email, and the feedback will appear on their Call Board.
7. Edit: this feature allows you to add tags and summaries to feedback. Both can be used as filters in the Bucket. You can enlarge the summary text box by clicking the two lines in the top-right corner and dragging it down. Click Add from existing tags to include them. To add a new tag, type its name in the Add tags field.
8. Share: Clicking this button creates an image of the feedback that can be shared, for example on social media.
9. Email: from here, you can send an email directly to the customer to respond to their feedback. In the right column, AI can draft an email for you, which you can edit before sending. You can also write the entire email yourself.

 

10. To Do/In Progress/Done/Close: here you can change the status of the feedback. This is visible in the Bucket and on the Callboard.

11. Write an internal note: you can find this at the bottom of the page. Here, as a user, you can add a note. It will then be shown when you filter by User Notes or All Notes. System Notes are added automatically when a user takes action in Focus Feedback related to this specific feedback. All Notes shows all available information, including both the responses and the system messages.