If you have follow-up question(s) enabled in Smiley Touch or Smiley Digital, the Pain points and Highlights widgets on the Details page help you to identify the main service performance areas that affect the results positively or negatively.
The Pain points widgets show the follow-up options after a negative response, while the Highlights show the follow-up options after a positive response. You can toggle between the main follow-up question and the second follow-up question to see their results.
There are 2 options for viewing the results:
- List view shows the distribution of the different follow-up options
- Timeline view shows the development of follow-up options during the chosen time period
Timeline shows both the development of follow-up options and the performance index. In this view, it is easy to see what might have caused the drop in the index.
Both views also show how many people have skipped that follow-up question.
List view
The List view shows the distribution of dark red and light red Smiley presses (Pain points) or dark green and light green Smiley presses (Highlights) per follow-up option.
Timeline view
Click a point on the timeline to show a tooltip with more detailed information about the responses that had been given at that time. You can use the arrows in the tooltip to toggle between the different pain points or highlights. Click the circles on the legend to view a specific follow-up.
Follow-up significance
Follow-up significance is a part of the Professional package. If it is not in your service package, you see a diamond symbol (). Your HappyOrNot contact person will be happy to give you more information about how to enable it for your organization.
The asterisks after the follow-ups indicate the statistically calculated significance of follow-up responses. A pain point or highlight 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/highligh responses, all pain point/highligh responses, all negative/positive Smiley responses and all the pain point/highligh 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.