[vc_row][vc_column][vc_column_text]Is there anything that we can help you with? We\u2019ve listed a few of the frequently asked questions, but if you want to hear from us personally, please feel free to contact us at any time!<\/p>\n
Below you\u2019ll find answers to the questions we get asked the most about our software, application, and products. Can\u2019t see the answer to your question? Then make sure to contact<\/a> us directly so we can help you as soon as possible.[\/vc_column_text][vc_tta_accordion][vc_tta_section title=”1. I am unable to log in what should I do?” tab_id=”1593431938868-155ac8d9-be71″][vc_column_text]First of all try to request a new password with the \u2018Forgot password\u2019 module. This often fixes your problem.<\/p>\n If this doesn\u2019t work, please contact the system administrator within your organization. Don’t you know who this is? Feel free to contact us at support@focusfeedback.freshdesk.com<\/a>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”2. A customer indicates that he or she did not receive the survey. Can it be sent again?” tab_id=”1593431938882-11156ed7-8266″][vc_column_text]Resending a survey affects the response rate. In this case, contact Focus Feedback at: support@focusfeedback.freshdesk.com<\/a>. Our help desk can retrieve the survey link, which can then be shared again with your customer.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”3. My colleague and I have different modules within the application. How is this possible?” tab_id=”1593432020237-16d5781c-d7cb”][vc_column_text]Every user of Focus Feedback is added to a user group. Every user group has different rights. When your modules are different from your colleague, you are not in the same user group. Do you want to change your rights or modules? Contact your system administrator or contact us at: support@focusfeedback.freshdesk.com<\/a> to see what is possible.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”4. How can I export the answers?” tab_id=”1593432047368-b29628fe-0c60″][vc_column_text]Go to \u2018Reports\u2019 in the Focus Feedback Admin menu. Then click on \u2018Overviews\u2019 in the submenu. On this page you can compile an export. Set the desired filters and click on export. If you want to export to Excel you have to select \u2018Export\u2019 in the drop-down menu to the left of the \u2018Refresh\u2019 button instead of \u2018Answer list\u2019.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”5. How can I see what the customer receives?” tab_id=”1593432066270-1b8a8749-693a”][vc_column_text]In the menu of Focus Feedback Admin go to \u2018Management\u2019. Then click on \u2018E-mail templates\u2019 in the submenu. You will now see a screen with all e-mails sent to the respondents. Select the e-mail you want to view from the list. After selecting the e-mail, the right side of the page shows the content of the e-mail. At the top right you will find a \u2018Test\u2019 button. Here you can send the e-mail to your own address. You now have a test view of what the respondents receives.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”6. What does classifying feedback mean and how do I use it?” tab_id=”1593432079985-b8b7d09d-c6e1″][vc_column_text]The NPS methodology asks the customer three short questions: \u2018How likely is it that you would recommend our service\/product to friends\/family?\u2019, \u2018What did we do well?\u2019 and \u2018How could we improve?\u2019. The last two questions are open questions. The respondent can formulate his\/her own experience here. However, the open text is difficult to quantify. By using the Classification Module, you can give substance to the written answers by indicating which subjects the customer writes with a positive or negative note. This offers the opportunity to quantify written text and make it useful to analyze.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”7. How do I share a dashboard with my colleagues?” tab_id=”1593432097806-7738ee05-fdd3″][vc_column_text]Go to \u2018Dashboards\u2019 in the Focus Feedback menu (graph icon) and click on \u2018Manage Dashboards\u2019 in the submenu. Here is a list of your dashboards. Share a dashboard with another Focus Feedback user by clicking on the \u2018Share\u2019 button. For more information see: Tutorial video Manage and share dashboards<\/a>.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”8. How is the NPS score calculated?” tab_id=”1593432101911-f173f9dd-d843″][vc_column_text]Customers can answer the NPS question (would you recommend us?) on a scale from 0 to 10. The answers are divided into segments:<\/p>\n 0 to 6 are Detractors<\/p>\n 7 and 8 are Passives<\/p>\n 9 and 10 are Promoters<\/p>\n The NPS calculation is the percentage of Promoters (MINUS) the percentage of Detractors. This provides a score between -100 and 100. For more information check our NPS Guide.<\/a>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”9. What does the Closed Loop Feedback module do?” tab_id=”1593432158691-f3904827-bb7a”][vc_column_text]Sometimes you receive feedback from customers that need a follow-up action. Within Focus Feedback you can assign feedback to a responsible person (another user). This user will receive an e-mail that a notification is ready for him or her. Within the Closed Loop Feedback module, you can keep track of which follow-up actions have been taken and who has executed them. This makes it possible to work in a structured manner with reactions, to manage whether the correct actions have been executed, and to report on actions. Would you like to know more about using the Closed Loop Feedback module within your organization? Please contact us via support@focusfeedback.freshdesk.com<\/a>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”10. I have another question. How can I reach the helpdesk?” tab_id=”1593432193478-6079a711-ba8a”][vc_column_text]Focus Feedback can be reached by telephone or email five working days a week:<\/p>\n