July 2025 Product Updates

July 18th 

General Improvements

• @Mentions Behavior Update (Mobile & Desktop): Improved @mention functionality across the mobile and desktop apps to ensure consistent notifications and a smoother experience when tagging colleagues in comments or feedback threads.
• User Teams - Enhanced CSV User Import: The user CSV import now supports an optional team column, allowing for the automatic assignment of users to existing teams during bulk imports.
• Focus Area - Visual Indicators on Responses: Responses now clearly display when a question was generated by Dynamic Surveys and when it specifically relates to a Focus Area. Dynamic Survey questions include a purple AI Question prefix, while Dynamic Survey + Focus Area questions show a {Focus Area} AI Question prefix.
• Email Digest - Updates & Tweaks:
  • For managers with multiple teams, when Focus Areas are enabled, the component in the email now displays positive/negative team sentiment and highlights teams without a designated focus area.
  • Fixed leaderboard fallback to prevent errors when no default is set.
  • Cleaned up the Scorecard header to remove duplicate “Scorecard” wording.
  • Resolved CSAT % and sent stats discrepancies between digests and dashboards.
  • Added a message when there’s not enough data to generate a digest.
• Dashboards Date Filtering: A date-filtering bar has been added to the Frontline Staff and Frontline Manager dashboards, matching the Head Office dashboard experience. Users can apply preset or custom date ranges to filter data, with charts adapting grouping based on the selected range.
• Frontline Manager Dashboard - Leaderboard Display Update: Leaderboards on the Frontline Staff, Manager, and Head Office dashboards will no longer be hidden when only one row of data is available.
• Frontline Staff Dashboard (Mobile) - Updated the ‘More’ Page Design: The ‘More’ page on mobile has been refreshed to match the updated look and feel of the home page, ensuring a consistent and polished user experience. No content changes were made.
• Team Names on Frontline Staff Leaderboard: The leaderboard on the Frontline Staff dashboard now displays the name of the team each user is assigned to, providing clearer context for managers. If no team is assigned, no team name is shown.
• Bulk Add Locations’ Addresses via CSV: The locations app now supports adding addresses in bulk via CSV upload.
• Frontline Manager Dashboard - Linked Response Numbers: Response numbers now display under the score chart on both desktop and mobile. The promoter, passive, and detractor counts link directly to the Responses page, pre-filtered to match the selected date range and rating type.
• Archive Survey Templates: Users can now archive survey templates from the Manage Templates page. Templates that are actively used by schedulers or survey links cannot be archived. Archived templates move to a separate Archived section and are no longer visible in the template menu.
• Manage Templates - Search Bar Added: A search bar has been added to the Manage Templates page, making it easy to find specific templates to archive or unarchive. This helps users quickly locate templates, especially in accounts with a large number of templates.

 

July 10th 

This month, we are excited to officially launch two major features designed to provide clearer insights and a more powerful user experience: the brand-new Head Office Dashboard and our completely redesigned CX Digests.

NEW: CX Digests Are Here!

We're launching a redesigned format for CX Digests. We’ve redesigned them to make them clearer, more focused, and easier to use so every team member can take action faster directly from their inbox.  

• Role-based personalization: We've enhanced email digests with role-based personalization, providing each team member with more relevant insights. Digests will now be set up directly from the user role page by admins, making configuration more intuitive. Individual users can also manage their own preferences, subscribing or unsubscribing at any time, through their My Settings page
• Spotlighted trends: The new digest layout will spotlight trends, key actions, and prompt next steps, so team members will know what has changed and what to do next.
• Transform-specific features: Exclusive to the Transform plan, AskNicely users will now see Focus Area progress and themes in their digests. This provides a single snapshot for coaching, recognition, and accountability.
• Smoother Onboarding: To ensure a smooth start, new users will not receive digest emails until they have been invited and have activated their account.

Read more about the changes on our blog.

NEW: All New Dashboard for 'Head Office'

We're launching the brand-new Head Office Dashboard! This powerful new view is designed for head office users to provide a comprehensive overview of customer feedback, performance trends, and user engagement across the entire organization. We will be rolling this out to selected beta customers over the coming weeks. 

• Geographic View: Visualize your CX scores for locations on an all new map view.
• Direct Link to Trend Reports: Drill down into performance data directly from the 'Individuals to Watch' and 'Teams to Watch' widgets. This will take you to the Trend Report with the metric and timeframe filters from the dashboard already applied.
• User Engagement: Track which users are interacting with responses and Shoutouts.
• Focus Areas: A birds-eye view of Focus Areas for each team with the ability to set and change a team's Focus Area.

General Improvements

• Focus Area: The Focus Area component on the Dashboard and in Digests has been redesigned for clarity. It now displays sentiment trends, counts of confirmed actions versus declined feedback, and the score delta for the period. The confirmed vs declined responses are determined by NiceAI by scanning the respondent's comment to the 'Focus Area' question asked by the Dynamic Survey engine. Check out the Focus Areas article for more info in how it works.
  • You can now click on the 'confirmed' and 'declined' counts within the Focus Area component to see a pre-filtered list of the exact responses. This also applies to the 'Focus Area Responses' count, which links to the responses where the 'Focus Area' question was asked.
• Frontline Staff: the main chart now groups data weekly and defaults to a 90-day view to provide more meaningful trend insights. The Areas for Improvement section has been updated to match the 90-day view.
• Frontline Manager: The scorecard selection dropdown is now correctly displayed for Frontline Managers with multiple scorecards within their team.
• Frontline Manager: The location or 'team' leaderboard on the Frontline Manager Dashboard is now correctly displayed when the location field is set to 'shared'.
• From 'Praise' to 'Shoutouts': To better reflect its function, we've renamed 'Praise' to 'Shoutouts' across the platform, including on dashboards, in notifications, and email digests.
• Digest Subscriptions in Export: The user CSV export now includes a column that lists the specific digests a user is subscribed to, making it easier to understand subscriptions at a glance.
• Leaderboard Visibility: The visibility of the Team Leaderboard on Frontline Dashboards can now be controlled by the 'Enable Scorecard Ranking' setting. Please contact AskNicely to change this setting. 

Bug Fixes

• Fixed an issue where filters from Trend Reports were not being applied to the response CSV download.
• Resolved a bug that prevented the Team Leaderboard from appearing for some Frontline Staff users, even when their team was correctly configured.

• Corrected an issue that could cause confusing entries in the Response Log.