UsefulFeedback provides an extensive library of commonly used reports that deliver relevant information to a variety of audiences within the organisation. A range of management reports ensure compliance with your service levels whilst the analysis reports provide statistics and trend analysis to aid service improvement. Annual returns are provided out of the box for many regulatory regimes. Library reports may be enabled or disabled as required.
Reports can be output in a variety of formats, including HTML, PDF, CSV, XML, Rich Text (Microsoft Word) and Excel. Analysis reports allow cases to be plotted on a map.
Users may subscribe to reports at daily, weekly, monthly or quarterly intervals to automatically have reports delivered to their mailbox.
Ad-hoc reporting facilities are available to allow users without technical knowledge to generate pivot tables, charts, Excel output, REST web services or list reports (PDF) on the fly. Ad-hoc reports may be shared with other users. For more information take a look at our training video showing the ad-hoc reporting capability of our reporting suite.
Operational managers can also quickly obtain dashboard data about the performance of their business area and the issues that are being raised. Policy makers and service managers can view trends and operational performance across the whole organisation.
Threshold alerts can be set against key root causes and services – email alerts are then generated to key users to alert them that a potential problem is emerging and requires action. Alerts can also be defined against one or more keywords, for example to track specific feedback received following the launch of a new product or service.
Drill-down facilities are available both on standard and ad-hoc reports as well as from dashboards and allow the user to drill-down into case files, quickly export details to a spreadsheet or plot the cases on a visual map.
All reporting facilities are subject to a “filter” – allowing the access of users within specific service areas to be restricted to view only the outputs for their own service area(s). The filter also allows users with wider permissions to focus their analysis on specific areas of the organisation.
UsefulFeedback also allows you to access your data using third-party solutions. REST web services can be configured to export just about anything from UsefulFeedback including cases, tasks, correspondence or customers.
Expertise from acknowledged complaint management thought leaders
Consultative approach to solving your specific problems
Easy to use and secure with powerful integration features for rapid roll out