Focus Areas provide team-level goals for frontline managers and team members that create actionable insights and coaching reminders. AskNicely will dynamically recommend objectives tailored to each region, location, and team, ensuring goals are both strategic and relevant.
Dynamic Surveys will go even further with Focus Areas, drilling into specific goals and actions for every team, so you get deeper insights into what's working and what needs attention.
How it works
Frontline Managers will see a recommended Focus Area on the dashboard. The recommended area will always be based on detractors to a scorecard topic or theme. The manager can set the Focus Area with a few clicks, needing only to confirm the topic or theme and timeframe. Additionally, the manager will need to input three actions related to the Focus Area; think of these as coaching tips and reminders.
Once confirmed, the dashboard will update to a tracker that will compare the team's score and trajectory to the company goal (if set). The text will also update over time to provide insights into what customers are saying and how the team may improve.
Dynamic Surveys
Dynamic survey questions for surveys related to that team will now ask about the Focus Area and the Focus Area actions. The survey experience will now differ across teams, providing valuable and personal insights.
Our minimum recommended number of follow up questions for Dynamic Surveys is three, however we believe that four questions is ideal for optimal insights.
Frontline Team Members
The frontline team will see the following view on their AskNicely home page. The team's acknowledgement of the reminder will be one of the possible insights that is presented to the manager. For example, if the team never acknowledges a particular action then the manager may wish to remind them of that or provide some additional training.
Availability
Focus Areas are only available on the Transform plan. Please contact AskNicely or your customer success manager for a demo.