Frequently asked questions

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.

A customer NPS setup with Excel imports can be ready within a week, if data quality, design and texts are agreed quickly. An API integration usually takes longer, because it has to be connected to your CRM system, and the data quality must be in place before you go live. If you only want to start with eNPS, you can get started right away: the eNPS module is easy to use, and you can do the entire setup yourself.

Yes, you can easily just use our eNPSsystem. 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.

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.

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.

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 to be as honest as possible. Similarly, we want to create a space where employees can safely give feedback without fear of repercussions.

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.

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.

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.

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.

Yes, we can send a reminder to those who have not answered the survey within Xnumber 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.

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.

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.

It varies a lot from business to business. As a starting point, we consider a response rate above 10% satisfactory. Reminder emails increase the response rate, and you can also use our Computer Aided Telephone Interview (CATI) module to contact customers proactively and collect their answers.

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.

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.

For proactive NPS data collection we recommend our Computer Aided Telephone Interview (CATI) module. It lets several people call customers from the same list at the same time. The list updates automatically and removes the customers you have already been in contact with, so no customer is contacted more than once.

CATI can also be set up to automatically import the customers who have not answered the survey they received by email.

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.

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.

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.

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 the reasons behind the scores, 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.

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.

If your survey has more than one question, click the Menu in the top right corner of the Dashboard and then Supplemental Results. Here you get an overview of the results for each question, and you can see the individual answers. You can also go to Respondent Explorer and export an Excel file with all data.

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.

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.

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.

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.

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.

Yes, the results can for example, be displayed on a TV screen with Relationwise TV. 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 focusing on the customer. Additionally, our web-app is optimised for both smartphones and tablets.

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.

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.

Customers 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.

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.

If you’ve forgotten your password, you can do two 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, 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.

Relationwise has published two books, the WISE magazine, the Culture Book and the Global NPS & eNPS Benchmark report. You can find them all on our books, magazines and reports page.

Write to our support team at support@relationwise.dk or call us on +45 70 268 264. For sales and demos, contact our founder Jørgen C. Andersen at ja@relationwise.dk. All contact details are on our contact page.