How to assign feedback to your team ?
- Faye Muchery
Analytics
The "Feedback Assignment" feature on the platform allows you to manage and direct customer feedback to the right people or teams within the organization. Specifically, it enables you to "tag" or "assign" specific feedback to a responsible person or group in charge of addressing the issue or following up on the suggestion.
This allows for several things :
Prioritization: The most urgent or important feedback can be directly assigned to a person or team for quick action.
Tracking: Once the feedback is assigned, responsible parties can monitor its progress within the system, facilitating collaboration and continuous improvement.
Accountability: This clarifies who is responsible for taking action on each piece of feedback, ensuring that no feedback goes unanswered.
Organization: By grouping feedback by team or issue type, it improves the organization of actions based on each team member's expertise
1. Segment Responses for Targeted Management
Segmenting feedback allows you to organize customer responses based on specific criteria, enabling more targeted actions. On the platform, you can create segments based on various criteria, including:
Satisfaction Scores: Segment responses based on the scores given by customers to focus efforts on those who provided low ratings (e.g., between 0 and 6) and require quick intervention..
Survey Responses: Select groups of customers based on their answers to specific survey questions.
Themes in Verbatims: Use text analysis to extract segments based on identified themes, such as recurring issues or improvement suggestions.
Keywords in Verbatims: The Feedier platform also allows you to create segments based on keywords identified in customer verbatims, which further refines the segmentation and enables precise responses to their concerns.
How to create a segment on the platform?
Create a new segment from the segments page by clicking on "Add a segment".
Step 1: Segment Name Choose a clear and descriptive name to easily identify it.
For example: "Unsatisfied 2025."Step 2: Segment Filters
Select the filters to apply to your segment based on the desired criteria.
For example, for "Unsatisfied 2025," you can use the "time period" filter and the "question response" filter.
You can combine multiple filters to customize your segment according to your needs. Here is the link to the filter guide on the platform.
Step 3: Make it visible to members:
Your segment can be visible to specific members or to your entire Feedier team.
Step 4: Advanced Commands
This step allows the segment filters to be displayed by default on your dashboard. This step is not essential for assignment. You can find more details on this feature in the article Migration des vues du tableau de bord.
2. Automatic Assignment
The automatic feedback assignment is another strong feature of the platform. With this functionality, customer feedback is automatically assigned to the right responsible individuals based on the criteria set during segmentation.
Email Assignment: Feedback is sent directly to the assigned individuals via their email address, simplifying the feedback management process. Notifications can be sent either individually per feedback or as grouped reports.
Customized Notifications: The platform allows for daily grouped notifications instead of real-time alerts. This enables responsible individuals to receive structured summaries of the feedback to be addressed.
The automated feedback management process reduces the risk of human errors and ensures a quick response to customer feedback.
3. Tracking the status of assigned feedback
Tracking the status of assigned feedback allows for smooth and transparent management of customer feedback. The defined statuses enable precise tracking of the progress of each feedback:
Customizable statuses: The statuses "To do", "In progress", "Contacted", and "Resolved" allow teams to know where each feedback stands in the process. A neutral default status can be added for feedback that has not yet been addressed.
Adding comments: Responsible individuals can add follow-up comments to each feedback, ensuring smooth communication and better collaboration between teams.
Tracking actions: The "Ownership" page on the platform provides a comprehensive overview of actions, showing the number of feedbacks assigned to each responsible individual, the corresponding statuses, and the resolution time.