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  • One of our customer experience experts will contact you
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The Most Frequently Asked Questions

 

Are we responsible for sending the surveys?

Yes, this is something that you do. Relationwise will introduce you to the system and guide you through your first distribution, after which you will import the files and schedule the send out. If you make an API integration, the surveys will be sent automatically, and you do not need to worry about manual imports. Discuss which solution will work best for your business with a Relationwise employee.

How long does it take to get started?

An NPS Excel setup can be done within a week if the data quality, design, etc. are in quickly agreed on by both parties. An API integration usually takes longer, as it needs to integrate with your CRM system and all data quality must be ready before you can go live. If you just want to start with eNPS, you can get started right away. Our eNPS module is easy and user-friendly, and you can do the entire setup yourself. 

What is a typical response rate?

This is very different from business to business. But as a starting point, we a class a response rate of over 10% as satisfactory. Response rates can be increased by using reminder emails. In addition, you can also use Computer Aided Telephone Interview (CATI) which can be used for efficient and proactive contact and response collection.

Is it possible to create more than one language version?

Yes, we can easily create different versions in several languages. We have a catalogue of standard messages in different languages, but if you want a unique message, we ask that you provide the text in the desired language.

Can I export our results into an Excel file?

Yes, all of your data can be exported from our system to an Excel file. This is done under “Respondent explorer” in the “Admin” module. In “Respondent explorer” you can select variables / data that you wish to include in your file. For example, you can select information about response time, workflow status and of course the information you have chosen to measure – for example, country, store, seller, branch, etc.

Do we get any reports from the system?

A monthly report can be sent to all users of the Relationwise Dashboard. It contains an overview of the user / company NPS / eNPS, new system developments, categorisation of causalities, number of ambassadors, critics and passive responses you have received that month, your response rate, etc. The report can be activated by an admin user in the “Admin” module. Go to the “User” list and click “Edit” for the user you want to enable the report for. In section “B“, enable the “Receive monthly report”. In the overview, you can easily see, which user is using the report.

Are the surveys anonymous?

Customer surveys are not anonymous as it is the goal to be able to improve and maintain the relationship with the customers who you ask. Of course, this will not be possible if the customer answers anonymously.

Our employee surveys are, however, 100% anonymous because we want the employee feedback employees to be as honest as possible. Similarly, we want to create a space where employees can safely criticise without fear of consequences.

How do we ensure that we do not spam our customers?

During the setup of Relationwise we set a so-called “Rest period“. The aim is to, during import, sort customers into two groups, valid respondents and invalid respondents. For example, when a “Rest period” is set to 90 days, it will in practice mean that it is impossible for the system to import and send to certain respondents if they have received a survey within the past 90 days. In this case this is the “Rest period“. This is a security measure to prevent customers from being exposed to spam, which has a negative impact on your NPS as well as the Response rate.

How many responses is the NPS result based on?

By default, the NPS result is based on the last 50 responses. However, this can be changed, for example, if a higher number makes more sense to your company. Please contact a Relationwise employee if you wish to raise / lower this number.

Can you add questions in addition to the NPS question?

Yes, a few additional questions may be added in addition to the NPS question. However, we do not recommend adding too many additional questions as this tends to reduce the response rate. NPS is known for its simplicity and from our experience customers are more likely to respond if the survey is short and sweet.

 

Back-end & Dashboard

We have customers who have clicked “Unsubscribe” – can we get a list of these customers?

You can at any time easily extract a list of your customers who have clicked the “Unsubscribe” button. This is done by going to the “Relationwise Admin” page and then “Respondent Explorer“. From here, under “Category“, select “Unsubscribed list“. This will show a list of customers who do not want to participate in future surveys. Note that further categorising is possible. It is, for example, possible to find customers who have clicked “Unsubscribe” within one version. You can also categorise further by selecting the variable or time interval for the surveys, all of which can be controlled under “Modify View“.


Can you add a customer again after they have unsubscribed?

Customers who have who have asked not to receive the survey in the future cannot be imported back into the system. This is done in order to not push people into participating in the survey if they do not wish to participate. If a written statement from the customer is available, we can remove the customer from the “Unsubscribed” list.


How do I set up new Dashboard users?

You create new users on the “Admin” page (back-end). Click “Users” in the menu on the left side. Click “Add user” in the top right corner, after which you can add new users to the system. You can also filter which feedback should be visible to the individual user and enable notification emails for negative feedback in this section. If you have any problems or questions regarding this, please contact Relationwise.


Can results be filtered so that employees only have access to relevant answers?

Yes, they can be filtered based on data. When creating a new user, select “Filtered data” and the variable to be filtered by. For example, a SalesRep, store, region etc. When this is selected, the user will only have access to data that meets these criteria. For this to work optimally, it is important that variables are consistent. If they are not, data will not be displayed correctly.


I forgot my password, what do I do?

If you’ve forgotten your password, you can do 2 things. You can change it on the login page by clicking on “Forgot Password“. If this does not work, contact your Administrator, who will be able to reset your password directly from the “Admin” page. If you are the Administrator and have forgotten your password-protected password, contact Relationwise directly and we’ll help you reset it.

If your password is reset from the “Admin” page, you will either receive an email in which you can click on a link that will let you set up a new password, or alternatively it will be set directly on the “Admin” page.


How do we change the text in the survey and the email invitation?

If you are an “Admin” user, you can edit the text in survey and e-mail via the “Admin” page under “Content“. As a standard procedure, text and designs for surveys are locked so that edits cannot be made. Contact a Relationwise employee to open your design in order to edit it.


Where can I view our response rate?

You can find your response rate in the Dashboard. Click the “Menu” in the top right corner and then “Response monitor view“. This feature will give you a graph which shows you the trend in response rate over time, but it will also provide you with the specific numbers for each month that surveys have been sent to your customers. 


Is our response rate high enough?

This is very different from business to business. But as a starting point, we a class a response rate of over 10% as satisfactory. Response rates can be increased by using reminder emails. In addition, you can also use Computer Aided Telephone Interview (CATI) which can be used for efficient and proactive contact and response collection.n.


What options do we have for getting a higher response rate?

The best way to improve a low response rate is to pick up the phone and call the customers who have not responded to the survey after 7-14 days. Call them and ask them the NPS question and have a good chat about what can be improved etc. In our Culture Book you can find a guide to how to best follow up on a customer over the phone. We recommend the use of our “Computer Aided Telephone Interview” (CATI) module for calling customers.


Can you get notifications when you receive negative feedback?

Yes, the system can easily be set up to send notifications to the user. This can be done either by Admins or by the individual user. For the individual user, it is done by going to the “Menu” in the Dashboard and from there to “Settings“. Here you can choose the scores that will result in a notification.

Under “Users” on the “Admin” page, you can set and edit the scores that should result in a notification for all users. This is easily done by clicking “Edit” under the user. From here you can go down to the notification section, where you can adjust which scores result in a notification.

We recommend that you begin with notifications for scores from 0 – 6, but with time, this should be set to 0 – 8. This will allow you to catch all non-ambassadors.


What do we do if we would like to contact customers actively about NPS Score?

For proactive NPS data collection we recommend the use of our computer interviewed system, CATI (Computer Aided Telephone Interview). This system is designed to allow more people to call and collect scores from one single list at the same time. The system is automatically updated and removes the customers you have been in contact with avoiding contacting the same customer more than once. This ensures no customers will be contacted more than once.

Another advantage of CATI is that it can automatically be configured to import your customers who do not answer the survey sent to them by email.


Can you send a reminder to customers who do not answer the survey?

Yes, we can send a reminder to those who have not answered the survey for x number of days after the first send out. Reminders can be set to be identical to the original email, but can also be modified if you wish to change the content. Contact us for help with setup, text changes, etc.


How do I best follow up on unsatisfied customers?

We recommend using the “Closing the Loop” system, which we have integrated into your Dashboard. With this system, you can easily keep an eye on where in the process you are with an unsatisfied customer. If you use our action notes system you can follow what actions have been taken with each customer. For maximum use of the system, we recommend using “Closing the Loop” in conjunction with “Detractor Categorization“. This way, you can both monitor unsatisfied customers and see the reasons categorised for satisfaction, passivity, or dissatisfaction in one place. Read more about “Detractor Categorization” here.


How do we ensure that we do not spam our customers?

During the setup of Relationwise we set a so-called “Rest period“. The aim is to, during import, sort customers into two groups, valid respondents and invalid respondents. For example, when a “Rest period” is set to 90 days, it will in practice mean that it is impossible for the system to import and send to certain respondents if they have received a survey within the past 90 days. In this case this is the “Rest period“. This is a security measure to prevent customers from being exposed to spam, which has a negative impact on your NPS as well as the Response rate.


Are we not asking our customers too often?

Keeping in touch with your customers is a good thing. We recommend sending a survey to customers between 1-4 times annually. Customers tend to ignore surveys if they receive them too often. We find that customers are more willing to answer surveys if they are contacted and feel that they are being listened to for both positive and negative feedback. 


Are the surveys anonymous?

Customer surveys are not anonymous as it is the goal to be able to improve and maintain the relationship with the customers who you ask. Of course, this will not be possible if the customer answers anonymously.

Our employee surveys are, however, 100% anonymous because we want the employee feedback employees to be as honest as possible. Similarly, we want to create a space where employees can safely give feedback without fear of repercussions.


How do we benchmark our results?

If you have data that you want to benchmark, you should inform Relationwise about this, during the set-up of your account. Relationwise will then create the relevant variables. Once you get feedback, your benchmark results will be visible in the “Benchmarking” section on the Dashboard. You can switch between the different benchmark categories in the drop-down menu under “Filter” in the top right corner.


How many variables can you add?

We can add the variables that you need, as long as they make sense to import the requested data into the system. However, it is recommended that a “customer account manager” variable and a “customer group” variable are added.


We have additional questions. How do we get the best overview of the results?

If you have more than one question, you can get an overview of the results for the various questions by clicking the “menu” in the top right corner of the Dashboard and then “Supplemental Results“. The individual answers from the specific customers can also be viewed here. Alternatively, you can go to “Respondent Explorer” where you can extract an excel file containing all data.


Can I export our results in an Excel file?

Yes, all of your data can be exported from our system to an Excel file. This is done under “Respondent explorer” in the “Admin” module. In “Respondent explorer” you can select variables / data that you wish to include in your file. For example, you can select information about response time, workflow status and of course the information you have chosen to measure – for example, country, store, seller, branch, etc.


Is it possible to view the name of the company on the Dashboard instead of the employee who answered the NPS question for them?

Yes, you are able to choose which variables you want displayed on the respondent list on the Dashboard. This can either be the company name, customer name, both or something completely different. Contact Relationwise in order to change this.


Can you change a response?

As a general rule, responses cannot be changed, but in special cases where a customer agrees to change the score, this can be done by contacting our support team. Similarly, we do not remove or delete scores, unless they contain inappropriate content or if the customer has requested to have their answer removed.

 

Start-up

How do we ensure that we do not spam our customers?

During the setup of Relationwise we set a so-called “Rest period“. The aim is to, during import, sort customers into two groups, valid respondents and invalid respondents. For example, when a “Rest period” is set to 90 days, it will in practice mean that it is impossible for the system to import and send to certain respondents if they have received a survey within the past 90 days. In this case this is the “Rest period“. This is a security measure to prevent customers from being exposed to spam, which has a negative impact on your NPS as well as the Response rate.


Are the surveys anonymous?

Customer surveys are not anonymous as it is the goal to be able to improve and maintain the relationship with the customers who you ask. Of course, this will not be possible if the customer answers anonymously.

Our employee surveys are, however, 100% anonymous because we want the employee feedback employees to be as honest as possible. Similarly, we want to create a space where employees can safely give feedback without fear of repercussions.


Are we responsible for sending the surveys?

Yes, you are responsible for preparing and uploading files for your distributions. Relationwise will introduce you to the system and guide you through your first distribution, after which you will be responsible for importing files and distributing surveys yourself. If you have an API integration, the surveys will be sent automatically, and you do not need to worry about manual imports. Discuss which solution will work best for your business with a Relationwise employee.


Can you get reports from the system?

A monthly report can be sent to all users of the Relationwise Dashboard. It contains an overview of the user / company NPS / eNPS, new system developments, categorisation of casualties, number of ambassadors, critics and passive responses you have received that month, your response rate, etc. The report can be activated by an admin user in the “Admin” module. Go to the “User” list and click “Edit” for the user you want to enable the report for. In “Section B“, enable the “Receive monthly report”. In the overview, you can easily see, which user is using the report.


Can I export our results into an Excel file?

Yes, all of your data can be exported from our system to an Excel file. This is done under “Respondent explorer” in the “Admin” module. In “Respondent explorer” you can select variables / data that you wish to include in your file. For example, you can select information about response time, workflow status and of course the information you have chosen to measure – for example, country, store, seller, branch, etc.

Setup

Are we able to filter results so that employees only have access to relevant answers?

Yes, they can be filtered based on data. When creating a new user, select “Filtered data” and the variable to be filtered by. For example, a seller, store, region etc. When this is selected, the user will only have access to data that meets these criteria. For this to work optimally, it is important that variables are consistent. If they are not, data will not be displayed correctly.


Is it possible to create more than one language version?

Yes, we can easily create different versions in several languages. We have a catalogue of standard messages in different languages, but if you want a unique message, we ask that you provide the text in the desired language yourself.


How do we update our design?

Design and text can be changed in the “Admin” module under “Content“. Here you are able to change the text and make minor design changes such as signature pictures of contacts. Larger design changes like logo etc. can be changed with the assistance of a Relationwise employee.


Can we edit the notification email?

Yes, but unfortunately this is not something you are able to do yourself. Please contact a Relationwise employee if you are interested in editing your notification email.


Can you add questions in addition to the NPS question?

Yes, a few additional questions may be added in addition to the NPS question. However, we do not recommend adding too many additional questions as this tends to reduce the response rate. NPS is known for its simplicity and from our experience customers are more likely to respond if the survey is short and sweet.


How many responses is the NPS result based on?

By default, the NPS result is based on the last 50 responses. However, this can be changed, for example, if a higher number makes more sense to your company. Please contact a Relationwise employee if you wish to raise / lower this number.


Can the results be presented on other things than a computer?

Yes, the results can for example, be displayed on a TV screen. This can be set up in the canteen, in the hallway or elsewhere, that makes sense to you. Making your feedback visible helps keep employees and management motivated whilst at the same time being constantly reminded of focussing on the customer. Additionally, our web-app is optimised for both smartphones and tablets.


Can you send a reminder to customers who do not answer the survey?

Yes, we can send a reminder to those who have not answered the survey Within X number of days after the first distribution. Reminders can be set to be identical to the original email, but can also be modified if you wish to change the content. Contact us for help with setup, text changes, etc.


Can you get notifications when you receive negative feedback?

Yes, the system can easily be set up to send notifications to the user. This can be done either by Admins or by the individual user. For the individual user, it is done by going to the “Menu” in the Dashboard and from there to “Settings“. Here you can choose the scores that will result in a notification.

Under “Users” on the “Admin” page, you can set and edit the scores that should result in a notification for all users. This is easily done by clicking “Edit” under the user. From here you can go down to the notification section, where you can adjust which scores will result in a notification.

We recommend that you begin with notifications for scores from 0 – 6, but with time, this should be set to 0 – 8. This will allow you to catch all non-ambassadors.


How do we ensure that we do not spam our customers?

During the setup of Relationwise we set a so-called “Rest period“. The aim is to, during import, sort customers into two groups, valid respondents and invalid respondents. For example, when a “Rest period” is set to 90 days, it will in practice mean that it is impossible for the system to import and send to certain respondents if they have received a survey within the past 90 days. In this case this is the “Rest period“. This is a security measure to prevent customers from being exposed to spam, which has a negative impact on your NPS as well as the Response rate.


Are the surveys anonymous?

Customer surveys are not anonymous as it is the goal to be able to improve and maintain the relationship with the customers who you ask. Of course, this will not be possible if the customer answers anonymously.

Our employee surveys are, however, 100% anonymous because we want the employee feedback employees to be as honest as possible. Similarly, we want to create a space where employees can safely criticise without fear of consequences.


Are we responsible for sending the surveys?

Yes, you are responsible for preparing and uploading files for your distributions. Relationwise will introduce you to the system and guide you through your first distribution, after which you will be responsible for importing files and distributing surveys yourself. If you have an API integration, the surveys will be sent automatically, and you do not need to worry about manual imports. Discuss which solution will work best for your business with a Relationwise employee.


Can you get reports from the system?

A monthly report can be sent to all users of the Relationwise Dashboard. It contains an overview of the user / company NPS / eNPS, new system developments, categorisation of casualties, number of ambassadors, critics and passive responses you have received that month, your response rate, etc. The report can be activated by an admin user in the “Admin” module. Go to the “User” list and click “Edit” for the user you want to enable the report for. In “Section B“, enable the “Receive monthly report”. In the overview, you can easily see, which user is using the report.


How many variables can you add?

We can add variables as needed as long as it makes sense to import the data into the system. The only thing you need to consider is the data quality you have regarding a given variable. If you have incomplete data for a variable you will not be able to accurately benchmark on the variable.


Can I export our results into an Excel file?

Yes, all of your data can be exported from our system to an Excel file. This is done under “Respondent explorer” in the “Admin” module. In “Respondent explorer” you can select variables / data that you wish to include in your file. For example, you can select information about response time, workflow status and of course the information you have chosen to measure – for example, country, store, seller, branch, etc.

 

About Relationwise

Do we get any reports from the system?

A monthly report can be sent to all users of the Relationwise Dashboard. It contains an overview of the user / company NPS / eNPS, new system developments, categorisation of causalities, number of ambassadors, critics and passive responses you have received that month, your response rate, etc. The report can be activated by an admin user in the “Admin” module. Go to the “User” list and click “Edit” for the user you want to enable the report for. In section “B“, enable the “Receive monthly report”. In the overview, you can easily see, which user is using the report.


Can the results be presented on other things than a computer?

Yes, the results can for example, be displayed on a TV screen. This can be set up in the canteen, in the hallway or elsewhere, that makes sense to you. Making your feedback visible helps keep employees and management motivated whilst at the same time being constantly reminded of focussing on the customer. Additionally, our web-app is optimised for both smartphones and tablets.


Where can I read more about customer / employee satisfaction?

Relationwise has published 2 books, a magazine and our very own Culture Book. These are a great place to start. We also have a blog with articles etc. for your inspiration.

Alternatively, you can read more on Fred Reichfield’s blog. Reichfield is one of the brains behind NPS and his blog contains lots of valuable reading material. You can find it here: click here


How fast can we expect a reply to support questions / work?

We strive to answer and resolve all urgent cases within 24 hours. We can easily be contacted by phone or email, but the easiest way to contact us is via our chat on either our website Relationwise.com or via your Dashboard. Via the chat we can usually help within minutes.


Is it possible to create more than one language version?

Yes, we can easily create different versions in several languages. We have a catalogue of standard messages in different languages, but if you want a unique message, we ask that you provide the text in the desired language.


What is the contract period?

We offer a solution without a contract period. However, it is not possible to terminate the contract within a billing period. Termination of a contract happens from next billing period.


Can we export data for use on our website, etc.?

We offer an API integration with the ability to send responses to your system as they come in. We do, however, not offer to make the integration. This is something your IT supplier or internal IT people will need to do. Using Relationwise TV, your results can be displayed as a dynamic presentation, which will automatically update as your responses come in.


What is included in the pilot program?

The pilot program includes setup of the system including users, design, variables and import of pilot recipients. In addition, all support is included. The pilot program also contains an overview of results with one of our NPS experts.


Can we use the system even if we only want to use it internally?

Yes, you can easily just use our eNPS system. It is easy and quick to get started with eNPS. You can even create recipients of the eNPS, choose design, change text etc. yourself. The system is very user-friendly and designed so users are able to get started on their own. Relationwise support is of course always ready to help if you have any problems or questions.


Do you offer a consultancy service with your product?

We have established partner relationships with a number of consulting companies in Denmark, which enables us to put you in touch with a consultant who meets your needs.


What is a typical response rate?

This is very different from business to business. But as a starting point, we a class a response rate of over 10% as satisfactory. Response rates can be increased by using reminder emails. In addition, you can also use Computer Aided Telephone Interview (CATI) which can be used for efficient and proactive contact and response collection.


Are there any start-up fees?

The price of your NPS / eNPS solution varies according to the size of your business, but the set-up fee for NPS is 5000 DKK for companies of 0-500 employees. If you are more than 500 employees, you need to go for our enterprise solution. There is no set-up fee for our eNPS solution as the customer sets everything up themselves. Check out our pricing page for more information.


What is DMAV?

DMAV stands for Denmark’s Most Recommended Business. It is a conference and an award ceremony which takes place on 14 November 2017 in Copenhagen. The aim of the conference and award is to find Denmark’s Most Recommended Business by looking at the nominees’ Net Promoter Score and / or eNPS (Employee Net Promoter Score) as well as the initiatives of companies in order to create better relations. It is a day event with awards, interesting speakers and debates. You can read more about DMAV, nominate your company to become DMAV and sign up for the conference here.


What is the Relationwise Content Marketing Challenge?

At Relationwise we have started a competition for university students. The competition itself mixes Content Marketing and the importance employee loyalty. The whole idea behind Relationwise Content Marketing Challenge is that we want to get a lot of opinions and suggestions on how businesses and industries ought to treat their employees. It may sound like hot air, but it cannot come as a surprise to anyone that satisfied employees are willing to go further for the customers, which ultimately results in more satisfied and loyal customers. These customers will not only recommend the company to others but will also buy more.

Satisfied employees should be the most important priority for all companies, but sadly it is not. We would like to help companies go further in order to create good environments for their employees, both for the sake of the company, but especially for the sake of the employee. Companies like Amazon, IBM, Google, Virgin Group, etc. have the long end of the stick, and it is time we put employee satisfaction on the agenda.

The competition itself is a task of writing an essay about employee satisfaction and then making it into Content Marketing. The more times your material is divided and the wider it reaches out, the more valuable it is. A simple message that reaches 1,000,000 people is worth much more than a ground-breaking Harvard study that reaches only 20 people.


What is the easiest way to contact you?

You can contact us in different ways. We have a chat feature both on our website and on the Relationwise Dashboard but you can also write to our support email support@relationwise.com or call our customer service team on +45 70 268 264.


Which CRM systems do you have the ability to integrate?

We can integrate with both Salesforce and Microsoft Dynamics, but we actually integrate with all CRM systems that have the ability to create an API integration.


How long does it take to get started?

An NPS Excel setup can be done within a week if the data quality, design, etc. are in quickly agreed on by both parties. An API integration usually takes longer, as it needs to integrate with your CRM system and all data quality must be ready before you can go live. If you just want to start with eNPS, you can get started right away. Our eNPS module is easy and user-friendly, and you can do the entire setup yourself. 


Are we responsible for sending the surveys?

Yes, this is something that you do. Relationwise will introduce you to the system and guide you through your first distribution, after which you will import the files and schedule the send out. If you make an API integration, the surveys will be sent automatically, and you do not need to worry about manual imports. Discuss which solution will work best for your business with a Relationwise employee.