Release notes of June 27th 2022

Send surveys anonymously

The option to anonymize surveys was already possible in Focus Feedback, but now you always have that option at your fingertips. Do you send surveys yourself via Focus Feedback Admin? Then you will find a new checkbox in the survey maker in Focus Feedback Admin. When the ‘anonymous’ checkbox is checked for a survey, all personal customer data (name, surname, email, unique number, telephone numbers) will be deleted after sending.

We still advise conducting as many surveys as possible non-anonymously, but we also understand if that is not possible or desired in some cases. Hence, this new functionality has now been made more easily available.

Notification emails optimized

Many of you receive notification emails. When the new feedback has arrived, but also Daily, Weekly, or Monthly overviews. These emails contained links to the feedback in Focus Feedback, but the information via this link changed every day. When a user opened the link to Focus Feedback for the daily notification, the application showed all the data entered into the system the day before. Opening the same link a day later, the data changed dynamically so that the data shown in Focus Feedback was not identical to the overview in the notification email when the link was used a day later. Now every email notification contains a unique link with fixed dates. As a result, Focus Feedback shows exactly the data every day that the email notification promises them.

Answer tables

A new question type is available for the surveys. You can now use hierarchical answer lists in one question. Super handy if you want to know more about your respondents if you don’t have that information already available, such as a reseller or training. For example, first ask for the sales channel: online/offline. If it’s offline, ask for the city where the purchase took place. Then ask for the partner/reseller. You can use large lists of answer options here.

Within Focus Feedback in the new menu item ‘Management’ you can create the necessary table that will be used as question answer within the survey.
After you’ve created the table, you can add the table as a survey question and select the levels you want. The survey question opens the top level within the survey. When the respondent clicks on a group, the sub-level is automatically opened so that one can select the desired answer. Instead of answers you create levels/levels.
The answers provided via this question type can be seen in Focus Feedback under the feedback details, which can be reached with the information button at the feedback. They can be exported through the export module and used as filters for charts.

Name change contact center agent (BSH)

The name Contact Center Agent has been changed to Front Line Agent. This enables multiple surveys (Customer Service and Marketing touchpoints) to use the same field for saving information about the agent that helped the customer.

Improvements

• When exporting data from a rating scale or multiple-choice questions, the value/code used to be shown, for example, 01. Now it shows the text that is in the field ‘Answer short text’. Therefore, this answer field has also been expanded to a character limit of 100 to ensure that users can set a proper description of the answer within this field.
• The ‘manage dashboards’ module has been optimized.
• The export module in Focus Feedback now remembers the set search value. You can now select multiple fields within one search value.

Fixes

• Now the application correctly deletes a user’s last dashboard when the user deletes his/her last dashboard. Previously, the dashboard was removed, but the application still showed as if the dashboard existed.
• The dealer filter caused a server error on the ‘NPS Score’ and ‘Response Behavior’ charts. The filter now works correctly for both charts.
  When a user does not have permissions for one of the drill-down dashboards, the header is hidden to save page space.
• Using the ‘classification’ tab in the export module and setting the sorting to ‘label creation date’ caused a problem when switching back to export, this has been fixed.
• Deleted classification labels, for example, set by AI but which had been deleted by the user, were still visible in the response details. The removed labels are now not shown as active labels in the feedback details and are only available through the export module.
• The CLF bucket now updates the fields correctly: status, assigned to, summary and tags when you edit these fields in the CLF details and navigate back to the bucket.
• The CLF call board now correctly updates the fields: status, assigned to, summary and tags when you edit these fields in the CLF details and navigate back to the call board.
• Rejecting an assigned CLF record was not saved correctly. Now the reason is stored in the right place in the database and afterward visible as a user note.
  Within the CLF details, the value ‘Dealer’ is added when a record has a dealer value, it will be displayed on the page.
• We have a threshold for sending surveys so that people are not overwhelmed by emails and surveys. If an invitation was blocked by the so-called ‘threshold’ it remained visible as ‘pending’ now the status is updated correctly.