Release notes of February 14th, 2022

NPS Verbatim Analysis Dashboard

The dashboard works the same way as the existing one in Focus Feedback Admin with some tweaks, colour changes, and a completely new chart. The NPS Verbatim Analysis consists of 4 layers in which you dive deeper into the feedback. We walk through all the layers together. First, watch this video as a nice introduction to the new dashboard!

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Colour changes and impact calculations in the treemap
In the first chart of the NPS Verbatim Analysis, the biggest change is the introduction of new colours. The new colours have been updated to better reflect the NPS behind the ranking groups.

From now on each classification group has an impact calculation. The impact is shown as a percentage and shows the degree of influence of one classification group on the big picture. You can see from the colour whether that influence is positive or negative.
The calculation is done by dividing the number of labelled responses from one classification group (the amount of written feedback in which something is said about that topic) by the total number of responses in the saved filter. The impact figure can be seen in the Treemap and in the table widget that appears below the Treemap.

Table widget adjustments
The second layer of NPS Verbatim Analysis is the table that shows the different classification groups over the chosen time period. Three changes have been made to the table widget:

• We’ve added colours to the table so you can see the NPS at a glance.

• The number of labelled responses and the impact percentage have been added to the table.

• In the top right corner, you can choose what you want the table to display; you can choose to show the impact and/or the responses. 
  

New Graph Scatter Plot
Below the table, a new chart is introduced within the Verbatim Analysis dashboard called a Scatter Plot. This chart works pattern-based for users with three different dimensions:

• The number of labelled feedback items
• The NPS
• Time

It allows users to analyse the relationship between the NPS and the responses over time. The purpose of the new graph is to enable users in a matrix to identify the subject and time period in which deviation from the average behaviour occurs. Three usage scenarios are:

1. When identifying a drop in NPS for a process, the scatterplot can look into a deeper analysis of why the drop in score is happening.
2. When a change or improvement has been made to a particular process. Then you can see whether the change has a positive or negative effect and how many respondents talk about that topic.
3. Identifying anomalies in feedback to further analyse what happened in that specific time frame.

Feedback Tabs
The last part of the dashboard shows the written feedback behind the selected classification labels. It consists of multiple tabs with feedback. The feedback contains more detailed information, the ability to assign the feedback, open it within the classification module, and the ability to go to the CLF module.

Mobile optimisation of Focus Feedback

To enable users on mobiles and tablets to use Focus Feedback in a better way, we have optimised a number of things. The following modules are available on mobiles and tablets:

• Manage Dashboards; you can check dashboard lists and share dashboards with colleagues.
• View dashboards; you can open and view all charts and data of a dashboard on mobiles and tablets. Do you want to edit or change dashboards? Use your computer for this.
• Responses; you can view the feedback responses from today, yesterday, this week, and this month. When it applies to setting filters, it’s better to use your computer.
• CLF details; the Closed Loop Feedback module consists of several parts. If a response has been assigned to you, you will receive an email with a link to the CLF details page. You can open this with a mobile or tablet. Then you can add notes, assign feedback to another user or close the feedback by changing the status. The Bucket and Callboard of CLF are not available via mobile, so you also need to use your computer for this.

We all almost always carry our mobile phones with us. This means the feedback is even closer to hand! Use it to your advantage.

Improvements

• We are expanding Focus Feedback from just NPS to multiple metrics such as the CES (Customer Effort Score) and the CSAT (Customer Satisfaction Score). These questions are already available in the surveys, but the dashboards are not yet set up to properly display this data. If you use a new metric in your surveys, you can already export the answers and view and use them that way. You will hear more about this soon!
• It is now possible to decide for yourself whether respondents can unsubscribe via the survey page. When you enter a value in the survey maker on the survey page at ‘unsubscribe label’, the unsubscribe link will become visible. If you leave this blank, the link will only be visible in the email invitation.
• With the export of rated feedback, you can now see who rated the feedback. This extra column is called ‘the labeler’.
• You can select a column in the export where you can display the company code. This is useful if you work with multiple company codes within your organisation (such as parent companies).
• Focus Feedback Admin’s Blacklist module has been extended with the option to add the customer’s phone number. If a respondent is blacklisted (for example because they unsubscribed themselves) in order to no longer receive correspondence, the telephone number is now also stored. It is also checked in the same way whether this respondent does not receive any further correspondence from the system. This applies to the sending process of surveys by SMS. 
• If you were working from a saved view in the Bucket or Export module, Focus Feedback forgot which view you selected when you navigated to another page in Focus Feedback. From now on, Focus Feedback will remember the selected view and when you go back to the Bucket or Export module, the system will remember the last view you worked from. That’s handy!
• We added a new filter to the dashboarding module which allows users to filter based on Product Division which is a deeper level of Product Area. With the option to create charts based on the Product Division, the filter allows the user to select which values are visible in the chart (BSH).
• We added a new filter to the dashboarding module called Warranty. Based on a calculation this allows users to calculate the NPS for products within the guarantee or out of the guarantee period (BSH).
• The Custom Chart template which was added in the previous release was showing numbers for all the employee charts (Engineer, Contact Center Agent, Dispatcher, PrePrepper, Dealer, Service Partner, and Counselor). This logic has been changed to show the employee names when they are available from the mapping tables. If no name is found in the mapping table the application falls back on the number (BSH).

Fixes

• The Export Responses showed duplicate records within the export when users filtered based on classification labels. This issue has been resolved by ensuring that Focus Feedback now correctly adjusts the data to one answer per row.
• Default filters caused problems if they were disabled in the Focus Feedback modules. When a default value (eg period = Weeks) was plotted, it jumped to an unknown value. Now it will be automatically set to the correct default to make sure everything still works correctly.
• If you went to the end of the ‘Latest Feedback’ pop-up and then refreshed the data, you got an error message that no data was available. We have solved this issue.
• The ‘Latest Feedback’ pop-up shows 20 answers per page. The second page did not load properly in the system. We have solved that and now you see all comments correctly again.
• The Focus Feedback export to .CSV files now forces the file to save the data with UTF-8 encoding to correctly display all special characters.
• There was a problem with the shipping process. When a record was delivered to the system with a phone number but no email address and the survey is only allowed to be sent per email, the application returns the error code “No media available”. When a record with an identical phone number but including an email address was delivered, the record was blocked, even though the consumer had not yet received an invitation to a survey. The system now sends the e-mail to the respondent in the correct way.
• The region filter in the Export module did not work properly and returned all data instead of correctly filtered data. This filter is now working properly.
• When you opened the export module for the first time, the application navigated to the Export Classification tab by default. Now you will be navigated to the Export Responses tab by default.
• The search option within the export module removed the additional classification and extra questions from the columns. Now, when you set a search value, Focus Feedback correctly remembers when any classification or additional question columns are selected and searches for the data with those columns included.
• Respondents were shown an incorrect survey page once the survey was closed. The survey page now shows the correct message to the respondent, namely that the survey has already been closed and cannot be completed.
• In the previous release, some filters were disabled for charts where they had no effect. An issue occurred where the disabled filters would sometimes appear in the filter screen. Focus Feedback now double checks which filters are available and which are not when navigating to a widget’s filter settings.
• The new custom charts had a refresh button which did not work. The refresh button now correctly refreshes the data (BSH).