Release notes of April 25th 2022

NEW dashboard Callback Selector

So much feedback to call back! Where to start?

With this new dashboard, that problem belongs to the past. Focus Feedback helps you with selecting the feedback you can follow up on. We give you 4 clear choices:

• Feedback of random selection
  The name says it all, this is feedback based on randomness. But Focus Feedback works with statistical feedback that is normally distributed, so if you track a percentage of the total feedback, the topics are largely similar. An excellent selection!
• Feedback including critical words
  With this option, you select feedback based on words that you can set yourself in Focus Feedback Admin (via Insights). For example, are you curious about all the feedback about ‘waiting times’? Then you can use all feedback in which the word ‘waiting time(s)’ is mentioned in the written feedback. With this selection, you work in a targeted manner.
• Feedback with the longest verbatim
  A lot of written feedback coming from one person contains emotion. Whether someone is very satisfied or dissatisfied. Something happened that caused a respondent to take the time to write a lot of feedback. It is very valuable to give that feedback attention.
• Feedback without verbatim
  Feedback where someone has only given a score, but no written feedback, that is also interesting to follow up. Because why is someone enthusiastic or dissatisfied? Feedback in the form of an NPS is nice, but the real gold is in the reason behind a score.

This way you can view and assign feedback (including all feedback details). Of course, the buttons to follow up and classify feedback are also available here.

The Callback Selector is the second of three detailed dashboards that will be available as an updated version of Focus Feedback Admin to Focus Feedback. The dashboard works in the same way as the old Focus Feedback Admin dashboard with some adjustments.

You can find this new functionality under ‘manage dashboards’.

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Feedback details in the Classification and Potential & Like charts

When you look at feedback, naturally you are also curious about the background, right? Information like who has written this feedback or what project concerns this? With the addition of these information buttons, the feedback details are also available in the Classification and Potential & Like charts. You can find the information icon in various places in Focus Feedback to immediately see where the feedback comes from (from whom, when, from which project, and much more). From now on also in these existing graphs. Clicking on the icon opens a field with all the detailed information associated with the feedback.

PDF available for languages with special characters

Exporting data from the export module to PDF was unavailable for countries that used different types of characters. For example, characters that belong to the Chinese, Greek, and Thai language. In this release, a new stand-alone application is running in the background to enable those countries to run PDF exports from the Focus Feedback export module. 

Integrated the dealer field in all parts of the application (BSH)

The dealer field is a new field introduced for some processes. It was not integrated at all the places within Focus Feedback. Within this release the dealer fields are now: 

• Visible in the customer details within the Responses module
• Added to the customer details within the CLF module 
• Added as filters to the email notifications, responses, and drill-down dashboards 

Improvements

• The recently added ‘Dealer’ field has been expanded in the Export module. Users can now export both the dealer code and the assigned dealer name.
• The Export module contains a new button with which you can activate or deactivate all fields of a group with a single click. Making an export is now even faster and easier with exactly the fields you need.
• Multiple choice answers are now better displayed in the export.
• We’ve improved the speed of collecting export data for comments, including ranking data.
• The export now takes into account the filters set, but also the entered search values. For example, if you search for the name ‘Peter’ and the search results show the feedback of all people named Peter, if you click on export you will really only see that feedback in the export.
• The Classification and Potential & Like charts have been optimized so that they work even better and faster.

Fixes

• The NPS-scale chart didn’t show the right data if you chose the table view. This has now been resolved.
• The new NPS Verbatim Analysis dashboard now includes the ‘Load More’ button at the bottom of the page. It only showed the 20 autoloaded responses when a rating label was selected.
• The fast filter ‘My Favorite Calls’ has been fixed in the Closed Loop Feedback Bucket. It placed the favorite calls at the top, but still showed all the other feedback below. Now only the feedback marked as ‘favorite’ is shown and everything else is filtered out.
• The Story Widget that allows you to publish feedback has been updated and optimized.

And many more!