The Top Follow-ups widget in Quick View shows the number of top highlights and pain points over the chosen time period, and a scrolling list of open feedback given during the selected time period. You can also generate an open feedback summary through a link in the widget.
The small arrow and number under the highlight (in green) or the pain point (in red) show the change from the previous equivalent time period. For example, data from today is compared to data from yesterday. If there is not enough comparable data (feedback), a grey line appears instead of the arrow.
The asterisks under the follow-ups indicate the statistically calculated significance of follow-up responses. A highlight or pain point having two asterisks means that the finding is statistically significant and should be addressed first. One asterisk means that the finding is likely to be significant, and should be addressed soon, too. If there is not yet enough feedback (30 highlight or pain point responses), the follow-up significance calculation will not be used.
The significance of a pain point or highlight is calculated by a formula that combines the amount of individual pain point or highlight responses, all pain point or highlight responses, all negative or positive Smiley responses and all the follow-up options that have been used in the survey during the viewed time period. As not all respondents choose a follow-up option after leaving a Smiley feedback response, it can be challenging to estimate how representative the follow-up results are. Follow-up significance gives reliable insight into which follow-up options have a significant effect on performance considering all the received responses, with or without a follow-up.
With the gained insight, an organization can focus on fixing significant pain points and strengthening significant highlights in the customer or employee experience.