Feedback & Forms Overview

Why Centralized Feedback Management is Essential

In modern enterprise operations, customer sentiment, worker safety concerns, and service quality issues often go unreported or get lost in informal email threads and verbal conversations. Un-tracked complaints lead to declining customer retention, unaddressed facility hazards, and missed operational improvements.

The Feedback Management module provides a centralized engine for designing, distributing, and analyzing structured feedback forms and surveys.

Whether gathering customer Net Promoter Scores (NPS) at checkout counters, conducting employee safety check-ins, or receiving public hazard reports via QR codes, Algus bridges the gap between feedback collection and operational response.

🔄 End-to-End Feedback Lifecycle

─────────────────────────────────────────────────────────────────────────────
 🎨 1. FORM BUILDER    ──► 📱 2. DISTRIBUTION   ──► 📊 3. INGESTION & NPS
    Drag & drop questions     Mobile & QR Codes         Live Submissions
                                                               │
                                                               ▼
                                                    ⚡ 4. ACTION ESCALATION
                                                       Linked Task/Issue/Incident
─────────────────────────────────────────────────────────────────────────────

🔑 Key Operational Capabilities

1. Advanced Form Builder & Question Library

Design custom surveys using diverse question types—including Emoji Ratings, Star Ratings, NPS Opinion Scales (0–10), Thumbs Up/Down choice blocks, Single/Multi-Select dropdowns, and File Attachment uploaders. Maintain a global library of standardized questions for reuse across forms.

2. Custom Brand Styling & Themes

Customize every aspect of your forms—including primary brand colors, background gradients, custom header cards, and logo banners—to maintain a professional brand image.

3. Public QR Code & Link Distribution

Distribute forms internally to logged-in workforce members via the Mobile App or publicly to external customers and visitors via standalone web links and site-bound QR codes.

4. Automated NPS Classification Analytics

Automatically classify submissions into Promoters (scores 9–10), Passives (scores 7–8), and Detractors (scores 0–6) based on configurable Net Promoter Score benchmarks, calculating live organizational NPS scores.

5. Dynamic Conditional Skip Logic

Build responsive forms where follow-up questions automatically show or hide based on earlier answers (e.g. asking "What caused your dissatisfaction?" only when a user selects a score below 6).

6. Instant Escalation to Tasks, Issues, or Incidents

Transform feedback into action. Reviewers can convert any submission directly into a linked Task, Issue, or Incident with one click.

🌐 Platform Capabilities

🏢 Real-World Enterprise Use Cases & Scenarios

Scenario A: Multi-Site Retail Chain (Customer NPS & Instant Escalation)

• Operational Challenge: A retail enterprise with 50 store locations wants to monitor customer satisfaction and address negative experiences before customers post public negative reviews.
• Workflow:
  1. Administrators build a branded customer feedback form featuring an NPS Opinion Scale (0–10) and open text feedback.
  2. The system generates unique, site-bound QR Codes printed on purchase receipt cards for each store.
  3. A customer scans the QR code at Store #12 and submits a Detractor score (4/10) noting "Messy checkout counter and long lines".
  4. The Store Manager receives an instant alert in the Mobile App Submissions Inbox, reviews the comment, and immediately clicks Create Issue to dispatch additional staff to open extra checkout registers.

Scenario B: Manufacturing Facility (Worker Safety & Hazard Reporting)

• Operational Challenge: Factory operators need a quick way to report minor safety hazards or equipment near-misses without filling out complex multi-page incident reports.
• Workflow:
  1. EHS Managers post QR codes on notice boards across the warehouse floor.
  2. A machine operator scans the QR code on their mobile phone and submits a 1-minute hazard report: "Oil leak leaking near Line B conveyor".
  3. The EHS Officer inspects the web inbox and converts the feedback submission directly into a linked Task assigned to Maintenance for immediate cleanup.

Scenario C: Healthcare Clinic Network (Patient Experience Benchmarking)

• Operational Context: A network of medical clinics conducts post-consultation surveys to benchmark patient satisfaction across specialty departments.
• Workflow: Patients receive a post-visit link. Live NPS dashboards automatically calculate Promoter vs Detractor percentages by clinic site, allowing regional directors to reward top-performing teams.

❓ Frequently Asked Questions (FAQs)

Q1: Can external customers submit feedback without logging into the application?

A: Yes. Feedback forms can be published as public web links or QR codes, allowing external customers, visitors, or contractors to submit responses without requiring an account login.

Q2: How do I convert a negative feedback submission into a repair task or issue?

A: When reviewing any submission in the Web Portal or Mobile App inbox, click the Create Task, Create Issue, or Create Incident button. The system automatically links the new record to the original feedback submission.

Q3: How is Net Promoter Score (NPS) calculated in the platform?

A: Submissions featuring an NPS Opinion Scale question are automatically categorized into Promoters (9–10), Passives (7–8), and Detractors (0–6). The overall NPS score is calculated as % Promoters minus % Detractors.

Q4: Can QR codes be pre-bound to specific physical Sites or Resources?

A: Yes. When generating QR codes in the Web Portal (Settings → Feedback → QR Codes), administrators can pre-select a specific Site or Resource so that submissions automatically record the exact location or machine.

Q5: What permissions are required to design forms vs. review submissions?

A: Designing forms and managing settings requires Manage Feedback Forms permission. Reviewing submitted feedback requires View Feedback Submissions permission.