Focus Areas help frontline teams work toward meaningful, team-specific goals based on customer feedback. It's a smarter way to align everyone on what matters most — and make improvements that count.
What is a Focus Area?
Think of it as a short-term, feedback-driven goal for your team. Instead of only looking at company-wide metrics like NPS or CSAT, Focus Areas break things down to an actionable level for frontline teams, tied to themes from customer feedback.
Getting Started - A guide for Frontline Managers
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Head to your Home screen
You’ll see a suggested Focus Area based on where your team is trending lower. -
Click
Set Focus Area -
Choose your topic
Pick from the dropdown - AskNicely will recommend one based on feedback analysis, but you can change it. -
Pick a timeframe
Set how long your team should focus on improving this area. We recommend at least a month. -
Add three action items
What should your team do to improve this area?-
Action items show up in the AskNicely mobile app to help your frontline team members stay focused on the goal and how to achieve it
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They help to tune your Dynamic Survey questions to get more feedback on your focus area
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Preview what your team will see
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Click
Confirm Team Focus
That’s it! Your team’s Focus Area is live.
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Tracking Progress
Once your Focus Area is set:
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You’ll see a progress dial showing how close you are to the target.
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We’ll also analyze feedback to spot related improvements in comments.
When used with Dynamic Surveys, Focus Areas give you a full-circle feedback loop - from insight to action to improvement.
How To Change Focus
Click Change Focus any time to reset and try a new one.