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  • Customer Experience
    Customer Experience
  • Employee Experience
    Employee Experience
  • Brand Experience
    Brand Experience
  • Product Experience
    Product Experience
  • Core XM
    Core XM
  • Design XM
    Design XM

Step 6: Using Feedback to Drive Change

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About Using Feedback to Drive Change

Now that you’ve begun to collect feedback requests, it’s time to action on those requests. This page will guide you through using feedback requests to enact change at your organization. Usually, this is done by program and product managers who have Owner or Moderator access to the project.

We’ll walk through voting & commenting on feedback requests, using collections & comparisons to visualize and organize feedback requests, and tracking updates on requests through status changes. In the future, you’ll be able to use the Frontline Feedback dashboard to analyze how well your organization is engaging with feedback. You’ll even be able to pair this data with your other CX data to see how actioning feedback has impacted your customers’ experiences.

Searching Feedback Requests

After your employees have submitted feedback, you can begin to action their feedback requests. To get started, head to the Feedback tab of your project.

To search for feedback requests, begin typing in the box below the feedback question and instructions.
the field for searching feedback in the feedback form

As you type, the feedback requests below will filter to only show relevant results. You can also filter your feedback based on other properties, such as assignee, tags, and status. Once you find the feedback request you’re interested in, click on it to begin adding tags, assignees, and collections.

Using Collections & Comparisons

As you collect feedback requests, you will begin to see patterns in the types of requests that come through. You should use these patterns to create comparisons and collections to group related feedback requests. This will help you organize your feedback requests, increase visibility across your organization, and keep you on track to implementing feedback requests.

Check out our page on Comparisons & Collections for information on how to set them up. The remainder of this section will focus on tips for organizing your comparisons and collections.

Collections

Collections are used to group similar or related feedback requests together. Here are a couple suggestions for structuring collections:

  • Create collections based on target implementation dates. For example, Ambrosia Grocery has created four collections, one for each quarter of the fiscal year. Feedback requests are then added to the respective collection when they get a target date. This lets employees know approximately when their feedback requests will be implemented.
  • If you are using Frontline Feedback to improve a specific product, create collections for each aspect of your product. For example, if Ambrosia Grocery is collecting feedback on their produce specifically, they can create collections such as suppliers, quality, and price.
  • If you have feedback requests that are relevant to certain store locations and not others, create a collection for each location. This way, all of the requests pertinent to a certain location can be grouped together.

Comparisons

Comparisons are used to visualize your collections next to each other. They can help you get an overview of your feedback requests and how they relate to each other. You can use the comparisons page to easily navigate between your different groups of feedback requests. Here’s some tips for making your comparisons:

  • The structure of your comparisons largely depends on the structure of your collections. You should create your comparisons after you’ve made your collections.
  • If you’ve created collections based on target implementation dates, create a comparison for approved requests and add your collections here. This way, you’ve created a timeline for requests that employees can easily track. Below is an example of this comparison.
    a comparison based on implementation timelines
  • If you have collections based on where the request should be implemented, such as different store locations, you can create a comparison for store location. You can see your different stores side-by-side, encouraging cross-store collaboration between employees. Setting up your comparison this way can also help share ideas across stores and increase transparency across your organization. Below is an example of this comparison.
    a comparison organized by store location

Tracking Feedback Through Status Changes

As feedback requests move through the implementation timeline, it’s important to update their statuses accordingly. This will help employees track their requests, improve visibility into requests, and also help find requests easier through filtering.

Frontline Feedback comes with seven pre-configured statuses for you to use. However, you can edit these statuses as you see fit as well as create your own! For information on managing your statuses, check out this support page.

Setting Up Feedback Statuses

To access your statuses, go to the Status section of the Settings tab.
the status tab of settings

Before editing existing statuses and creating your own, let’s review what’s included by default. The following statuses are pre-configured for you to use:

  • Not Reviewed
  • Under Review
  • Planned
  • Started
  • Delivered
  • Won’t Do
  • Duplicate

The first status in the list, Not Reviewed, is the default status. This status will be applied to all new feedback requests. Note, you cannot delete the default status, but you can edit it.

Ambrosia Grocery

Ambrosia Grocery has created a new custom status, Piloting, for initiatives that are being tested with a small group of customers before launching to all customers. This status can be used by store managers to add their store to the pilot program, as well as allow all employees to track where the initiative is in the implementation pipeline.
a new status called "piloting" has been created

Analyzing Frontline Feedback Data in CX Dashboards

Your Frontline Feedback data is available to be mapped into CX Dashboards. This allows you to monitor the impact of your Frontline Feedback program and see changes in your CX metrics in real time. Visit this support page for more information.

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