Results

The results of an open survey is displayed "live" in Results> Individual questions, Results > KPI and Results> Response rate.  

However, the final results for the Dashboard, Heatmap, Segment and Engagement drivers views will not be available until Monday morning, the week after the survey closes for answers.  

The reason for this is that on Sunday evenings the system checks all groups and generates results for groups that "pass" all anonymity checks and creates a kind of "snapshot" of the final result. The snapshot of the result is then available in Dashboard, Heatmap, Segment and Engagement drivers on Monday morning after the system has checked all groups.  

This also applies to the export of the result.  

You can find results in both the Dashboard and the Results view. In this article you can read more about the function of the different views and what distinguishes them.

Start > Dashboard

In our Dashboard you will find an overall summary of the results with KPIs, response rate, benchmarks as well as alerts and suggestions for actions. All this is gathered in a view from your last three pulses or the last 90 days, you can find this view by going to Start > Dashboard and selecting a group in the drop-down menu at the top of the page. More about how to use the Dashboard can be found here.

Result in the result view

In our results view, you have the opportunity to dive deep into the results in the different views named Individual Questions, Segments, Heatmap, KPIs, Response rate 

Results > Individual Questions:

By going to Results > Individual Questions, you have the opportunity to see the results and response rate per question, compare trends and groups historically. The result is shown here per group, pulse and period. Here is a guide on how to use the Individual Questions.

Results > Segments

Under the page Results > Segments, you can see results categorized based on the attributes you use in your account. Feel free to read more about Segments and how you can use it Here.

Results > Heatmap

Heatmap presents results, response rate and KPIs for several groups, gathered in one view. Here you get an overview of all groups' results and can more easily identify which groups need extra support in your organization. A step-by-step guide on how to use your Heatmap can be found in this guide: How to use Heatmap

Results > KPIs

In the KPI-view you can see KPIs from pulses used in the last 6 months. Feel free to read more about KPIs in this guide.

Results > Response rate

In this view you can see the total response rate and / or compare the response rate for specific groups and weeks. Step-by-step how to proceed to filter the response rate can be read here: How to find the response rate

Individual questions
The result in Individual Questions can be exported to Excel, Powerpoint or PDF. Please read more in our guide: How do I export the result?

Segment
Segments are possible to export to a CSV file in Results > Segments. 
You can also export segments by going to Results > Individual Questions and from there filter based on the attributes you use and want to export.

Heatmap
The result in Heatmap can be exported to Excel. Step-by-step instructions can be found here: How to export the Heatmap

KPI
The KPI value can be exported to a CSV file. Step-by-step instructions can be found here. 

Response rate
You can download response rates to a CSV file. This is done by tapping the download icon under Results > Response Rate. Click here to read more and to see instructions

With the rising popularity of eNPS surveys, it has become an effective way to assess satisfaction across organizations. Most importantly, it provides managers with a tangible starting point to tackle issues in their team. By comparing your results to benchmarks you can get an even better understanding of how your team or organization is doing.

Keep in mind, benchmarks can be used for guidance but shouldn't be your only source when setting goals and targets. 

Given the nature of how eNPS scores are calculated there are two different angles of benchmarking your results:

• At a company level: Taking the answers from all the users across all departments and then applying the eNPS calculation, then get the average value where each company stands. 
• At a group level: Taking the calculated score for each group/team to calculate the average per group.

Although the results would be fairly similar, it is crucial to set them apart, given that inside each company, the group average is not necessarily the result for the entire company. Understanding the difference is also important when setting goals for your team or for the entire organization. 

On the table below, we present &frankly's benchmark for both angles for the past years: 

What is considered to be a good score?
The most common answer to this question is that a score higher than 0 is good, remember these scores are coming from a range of -100 to 100,  having more promoters than detractors is a good sign. An eNPS around the benchmark is already very good, and anything above that is excellent.

Keep in mind that the average eNPS varies from industry to industry, country to country, and is affected by many other factors. Therefore, we recommend you to focus on your score internally and set up goals in relation to your team or organization.

It is also important to realize that eNPS Results are also affected seasonally, being November the month in the year with the lowest results, as opposed to January which historically holds the highest (At company level). 

If you want to learn more about eNPS, please visit this article: eNPS in &frankly

The dashboard provides you an at-a-glance overview of the latest results. Here you can view response rates, KPIs, the question results and comments. The dashboard shows results from the three latest surveys, or the result from surveys scheduled for the latest 90 days. 

On the dashboard, you can find tools to gain more insights and take action on results. The dashboard is equipped with result indicators, providing you a quick understanding of the result. Conclusions give you the possibility to compare to benchmarks, and Actions make it easy to take the next step based on your insights! All this in one dashboard. 

Visit the dashboard to get a quick understanding of how the team is doing right now. 

Benchmarks can help you understand your results and identify the areas that have potential for improvement. By comparing your results to benchmarks you can get a better understanding of how your team is doing. In &frankly the results in the Dashboard are presented with a benchmark score, which indicates the result in relation to the benchmark. The benchmark scores are represented in stars, where 0 stars is the lowest and 5 stars is the highest, meaning you're above benchmark.

Results on the Dashboard are also categorized into four sections: 

• Celebrate these results.
  Results with a high score will show in this section. Take a few minutes to reflect on why these results are good and what you can do to keep a high score. This appears when the Benchmark score is higher or equal to 3.7 stars. 
• Improve these results.
  The score on these questions has lower results. Put some extra effort into figuring out how you and your team can improve on these areas. See if there are any Actions connected to this question and use these as your next-step. This is the outcome when the Benchmark Score is lower than 2.7 stars. 
  
• Polarized results.
  The results of these questions are polarized, which indicates that there are different opinions among the employees in your team, hence displaying just the average could be misguiding, as there might be very few users in the middle (or none) and the majority would be split on both the higher and lower end of the question. 
• Neutral results.
  These results are on average, or cannot be categorized as good or bad (not numerical). Take a closer look at the results and make your own reflection. If the value is indeed numerical, this category will appear for Benchmark Scores between 2.7 and 3.69 (displayed as stars)

How does the Benchmark scoring work?

The questions are categorized into a section based on its "Benchmark score". To generate the score, the system compares the question results with external and/or internal benchmarks.

• All numerical questions from the &frankly library will be compared with both the external and internal benchmark. The benchmark score (the stars) displayed on the dashboard is an average of internal and external. By clicking on it, you can see the exact scoring for both of them individually. 
• Tailormade numerical questions designed by the company will be compared with only its own internal benchmarks.
  

What is counted on the Benchmark score? 

When calculating the benchmark score, the parameter that is accounted is the average results on the question, meaning that the higher the users reply, the better positioning the score will have. 

Even though the response rate benchmark is also displayed in the benchmarks, this one is meant for guidance and it does not weigh in the benchmark score (meaning the stars). 

On the Dashboard you can find Actions connected to the results. The actions are context specific suggestions to the questions and the results. This helps you act on and work proactively with topics that can be improved in your team.

Have a closer look at the questions that are categorized into “Results to improve” or “Polarized results” and see if any of the suggested actions suits you - or create your own personal action. 

If you are using tailormade questions, you can still access the following insights: 

• Result scoring - Understand if your results are good or bad and which results you should celebrate and/or act on.
• Polarized results - Easily identify questions with differing results where opinions within the team strongly differ.
• Internal benchmark - Compare your group result on specific questions with the average in your organization. 
• Internal response rate - Understand if your employee participation is high or low compared to other groups in your organization.

With sentiment analysis, you can gain insight into what your employees feel when it comes to free-text answers and comments. Here is a summary of what the sentiment analysis includes:

• Comments/free text responses are analyzed and associated with a sentiment based on a scale of negative-neutral-positive and polarized
• The most relevant key phrases are extracted and summarized in an overview
• Makes it possible to easily identify phrases mentioned frequently in the answers

When can I use sentiment analysis?

The sentiment analysis can be used on answers received via the question template for free-text answers or on comments that have been left on questions.

Question template for free-text answers

With the help of the question template for free-text answers, it is possible to dive deeper in different topics by asking open-ended questions, which the employees can answer in their own words. Asking open-ended questions and getting free-text answers can help you to provide valuable insights and capture hidden feedback.

Comments on questions
Comments are optional to leave on all questions by clicking on the comment button in the corner of the question when answering it.

How do I use sentiment analysis?

If you have received free-text answers or comments on questions, the sentiment analysis is available in connection with the result. You can see the sentiment analysis in the results views:

• Start > Dashboard
• Results > Individual Questions
• Mobile App. 
  
  

To note! If it is the first time you are viewing any of the above results views, we recommend starting with reading these guides on how to find the results: 

• About the Dashboard
• How to use Individual questions 
• Navigate in &frankly - Mobile app

In connection with filtering the results for a free-text question or comments left on a question, click on sentiment analysis to take part of the analysis. 

To note: The text from free-text answers and comments is always translated into English before being analyzed. Read more about this here. 

The sentiment analysis is divided into the following three parts:

Analysis
In the analysis section, you can see the overall sentiment of the free-text answers or comments, as well as a phrase cloud that summarizes all key phrases that have been extracted.
The overall sentiment shows an overall percentage distribution of each sentiment for the selected question. The phrase cloud helps you quickly understand the most common and relevant topics extracted from the answers/comments.
The more often the key phrase occurs in the various free-text answers/comments analyzed, the larger the key phrase will visually appear in the word cloud.

Key phrases
This section will show the key phrases that have been extracted and how often they have been mentioned in a positive/negative/neutral or polarized context. 
Note that the sentiment shown per key phrase does not mean that the key phrase itself is positive/negative/neutral or polarized. The sentiment instead refers to how often the word appeared in a response or comment that is positive/negative/neutral or polarized.

Example:

In this example, we can see that the key phrase "places" appeared a total of 2 times in all responses.
Under "Positive" we can see that the key phrase was mentioned in a positive context in 50% of the total number of times the phrase has occurred.
This means that the phrase "places" has appeared 1 time in an answer or comment that has been reported as positive. In other words, it does not mean that the word "places" itself is positive.

To note: The percentage distribution of each sentiment may not always add up to 100%. Read more about this here. 

Answers/Comments
In the answers/comments section, you can see a list of all free-text responses or comments that also show the overall sentiment of each response/comment as a whole.

The sentiment analysis translates all comments and free-text answers to English before they are analyzed.
The reason for this is to bring various user texts to a unified language (English) for simple keyphrase extraction and sentiment analysis.

Example:

In this example, the free-text answers have been submitted in multiple languages.

To extract the most common and relevant keyphrases, these various texts are translated into English when applying the sentiment analysis, so that the text easily can be analyzed and associated with a sentiment based on a scale of negative-neutral-positive or polarized. 

Alerts is a function in &frankly that helps you find alarming results or outliers amongst the answers. Using Alerts makes it easier for you, as an administrator or manager, to put your focus on the most important results, and also to address possible problems early. 

Certain topics, such as discrimination and wellbeing, are areas that are extra important to address early and work with proactively. When the system identifies an alarming result or an outlying answer, you will be notified with an Alert in the Dashboard. 

Note: Results are as always anonymously presented. 

You can see all Alerts, for the group(s) you have access to in the Alerts widget in the Dashboard and in the mobile app. Click on “Details” to see the question results and why/where the Alert was triggered. 

If an Alert was triggered for a certain question, you can see why the Alert was triggered and specific details by holding your pointer on the Alert. Some questions templates will trigger an Alert on the average results, while some templates will trigger an Alert on the spread of the result. 

Alerts can only be seen by administrators and by managers, who have access to the results for the survey.

• Administrators can see results for all groups, and will thereby also be able to see all alerts that have been triggered.
• Managers can see alerts for groups that they have access to and surveys they are allowed to see results for. 

The alert message will give you an indication of where you need to take action. The alert will be related to a question that has a low result. The alert is there to help you see where the results are alarming, and where you need to investigate further.

Look at the results and follow the trends
It can be a good idea to have a look at all of the results in the survey where you find the alarming results, perhaps there are more questions that follow the same pattern. It is also important to follow the future result and the trend of the question.

Action plan
Create an action plan for when a result is low or alarming. Write down your thoughts and align them with your organization's circumstances, guidelines and policies. You can create your own action plan directly in &frankly, that way you will get reminded of acting and following up on the results.

Internal support and policies
Some results are difficult to deal with on your own, especially if you receive alarming results that need further action. We encourage you to talk to your closest manager or HR department to see if there is some support you can get from your organization. Some results are not always suited to discuss with your team and some results will require you to follow your internal policies.

Be prepared for group discussions
If you want to discuss an alarming result with your team, make sure you are prepared. Look into what the internal policies and guidelines are saying about the topic and perhaps you can bring someone from human resources into the discussion or a trusted colleague. It is also important to be flexible in the discussion and cut it out if it is not heading in the right direction. Make sure you have a clear picture of how you will follow up on this topic and when you will get back to your team. Make sure you communicate that you take the results seriously and be as transparent as you can be.

Follow up
We have said it before, but it is worth mentioning again. Follow up on the results, especially if they are low or alarming. If you see an alarming result we recommend you to take action quickly and communicate what the plan is with your team in one way or the other. Follow up on the results now, but also further along the road to make sure you have dealt with the alarming results properly.

Yes, you can disable Alerts when you schedule a pulse that has questions configured with alarms.

In the scheduling settings, activate the advanced settings and click on the button next to "Trigger Alerts" to disable the setting: 

In the question library, you can see which questions that have Alerts configured to them. Look for the Alert icon on the questions. 

Here's a list of all the &frankly questions that have Alerts configured and what the Alert message say: 

Question: Our workplace is free from discrimination in regards to…

• transgender identity or expression
• racial or ethnic origin
• religion or belief
• disability
• sexual orientation
• age

Alert message: Employees are experiencing discrimination 

Question: Our workplace is free from…

• stressful conflicts,
• harassment and discrimination,
• ignorant behavior
  
  

Alert message: Indications of your workplace being unhealthy  

Question: Employees get an equal treatment irrespective of…

• age

• ethnicity

• sexual orientation

• gender

• education

Alert message: Employees are experiencing discrimination

Question: If you had the chance today, would you re-apply for your current job?
Alert message: Identified risk of employee attrition

Question: How likely are you to recommend &frankly as an employer to a friend?
Alert message: Identified risk of employee attrition

Question: Describe your current stress levels

Alert message: High risk of burn-out among employees

As an account administrator, you can share specific actions. To share an action with colleagues you can follow these steps:

1. Go to Actions > Action library
   
   
2. Click on the three dots in the upper right corner of the action you want to share. You can share &frankly actions and published company actions:
   
   
   
   
3. Click on the “Copy URL” button.This will copy that action’s URL to your clipboard, so that you can share with others within your organization:
   
   

Measuring employee engagement by asking relevant questions is important to understand where your teams are right now. At &frankly, we believe that following up on your results is just as important. With Actions, you can start or create tasks based on the insights you get from your results. An Action is a context-specific activity that helps you improve.

Actions are available for both Managers and Employees, and can be specificed based on roles. This makes it possible for everyone to work actively towards higher engagement levels.

There are three types of actions available in &frankly: 

• &frankly actions, created and recommended by &frankly. 
• Personal actions are actions that you create for yourself, and will only be visible to you.
• Company actions are actions created and recommended by your organization. 

Actions can be accessed via the web and mobile app. 

 .  

Dashboard

In your Dashboard, you can find suggested actions or create your own action if none of the suggested actions appeal to you. As soon as you have started an action, the action will appear in your Action plan. The purpose of actions is to help you improve on certain areas that are relevant to you and your team. Therefore, we’ve made it easy for you to find and start actions while looking at your results. 

Find Actions on your Dashboard:

1. Go to Start > Dashboard
2. Select a group in the drop-down menu
3. For insights where actions are available the button “Take action” will show. Click here to see the recommended actions.
4. If you want to create your own action, click on the “Create action” button. 

Action library

In the Action Library, you can see all actions. These include actions that you created for yourself (Personal Actions), actions suggested by your organization (Company Actions), and actions suggested by &frankly (&frankly actions). You can filter on “tags” to easily find actions that are relevant to you and your goals.

Action plan

In the Action plan, you can manage the status of all actions that you’ve started. Always remember to click on the “Mark as complete” button after you’ve accomplished an action. You can also restart any actions that you’ve already marked as complete, or let expire by not completing it within the due date.

Note: Your action plan is only shown to you. Nobody else can see what actions you have taken.

You can create actions that are connected to a specific insight from the Dashboard. To create an action that’s not related to an insight, you can do so from the Action library (e.g. Book meeting to discuss this month’s KPI).

From the Dashboard: 

1. Go to Start > Dashboard 
2. Find a question/topic that you want to create an action connected to 
3. Click on the “Create action” button 
   
   
   
   
4. Fill in the action title and details 
5. Select when you want to complete the action
6. Start the action!
   
   

From the Action library:

1. Go to Actions > Action library 
2. Scroll to the section called “Personal actions” 
3. Click on the button “Create personal action” 
4. Fill in the action title and details
5. Select when you want to complete the action(Due date)
6. Start the action!

After you’ve started the action, it will be visible under Actions > Action plan. 

Note: this feature is only available on the web and to administrators. 

As an administrator in &frankly, you can create custom actions and connect them to the questions you send to your organization. This makes it easier for you to help your managers and employees take relevant actions that align with your internal goals and guidelines. 

Go to Actions > Action library and click on the button “Create Company Action”.

1. Add a tag to the action or connect it to a specific question.
To make sure that the action is visible next to the results on the Dashboard, you need to tag the action or connect it to a question. 



If you, for example, add the tag “Collaboration” to the action, it will appear next to all questions that are also tagged with “Collaboration”. 

You can also connect an action to a specific question, instead of all questions with the same tag. In order to connect the action to a question, you need to make sure that the question exists in the company library or in the &frankly question library. You can connect an action to one or several questions in your library.

2. Fill in the mandatory fields (title, description, specification, and background) of the action.
Try to be as specific and clear as possible, this makes it easier to understand the activity.

3. Add translations to the action if you want the action to be available in several languages.
Click on “Add language” when creating your action. The action will show in the same language the user’s preferred language.

Make sure to write the default version of the action in a language that the majority of the employees in your organization understand (e.g English). If a user selects a language (e.g Norwegian) and the action doesn’t have this translation, the system will display the default version of the action.

4. Select the size of the action. The size of the action reflects the estimated effort that the action is expected to take. Choose between:

• Small: 5 days
• Medium 10 days
• Large: 20 days

5. Save and publish the action! 

When you’ve published your action, it will be visible in the action library under Company actions for all administrators and managers in your account. If the action is connected to a tag or a question, it will also be available on the Dashboard. 

As an administrator, you can see internal statistics for Actions. You can see how many within your account have started, completed, let expire or marked an action as irrelevant. 

Step-by-step: 

1. Go to Actions > Action library 
2. Click on the three dots in the top right corner of an Action 
3. Click on the button "Internal statistics" 

By going to Results > Individual questions BETA, you can see the question results with updated chart styles alongside new additional improved features. Here is the list of the major improvements in the Beta page.

1. An updated filter

The Individual questions page has a new look. The Beta page will use the same top filters as the Segments and Heatmap page to select groups, pulse/questions and dates. You can now be more precise on how many results you want to see for a question, or how far back you want to go.

2. Improved handling of empty/blank statements

Empty or blank statements in comments and Free-text answers will be filtered out to ensure the quality of results.

3. Updated question results charts

The question results will be shown in the same updated chart styles as in the Dashboard. Here are some examples:

Additionally for Binary and Binary picture questions, the results will now be shown per week/date.

4. See question results from other pulses

If a question was included and scheduled in multiple pulses, it will be possible to see results from different pulses inside one question result. Turn on the “Results from other pulses”, and it will show that question’s result from other pulses within the filtered date range.

Limitations

There are a few things that won’t yet work in the beta page. You can still use the current Individual questions page for missing features.

Show which 2 groups are too similar when their results are hidden.

Don’t worry. The anonymity of the group’s answers will still be protected. It’s just that it won’t show which 2 groups are too similar, and by which attribute yet in the beta page. If you want to find out exactly why the results are hidden, please use the current page.

Seeing own answers

In the beta page, it isn’t yet possible to see your own answers. We’re working on making it available in the beta page, so soon you’ll be able to see your own answers here as well. You can still see your own answers in the current page.

Slicing group results by segments

The segment filter won’t be available in the beta page yet. You can use segments filter and see results for “direct members” in the current Individual questions page.

Please note that this is a beta release, so there might be a few bugs. Let us know if you find any!

By going to Results > Individual Questions, you have the opportunity to see the results and response rate per question, compare trends and groups historically. You can also export the results to Powerpoint, PDF and Excel. The result is shown here per group, pulse and period. Note that you can choose When, What and Who in what order you would like. You don't have to do it as in order as below.

Step-by-step:

1. Select a group in the "Who" section.

Administrators can see the results from all groups in the account. What managers and employees can see is determined by the result visibility chosen when the pulse is scheduled. If you as a manager or employee do not see any results from your most recent survey, ask the person who scheduled your pulse if you should have access to the results.

2. In the next section "What", select one or several pulses, or a quick question:

Note that only pulses scheduled for the group you have already selected in the first section will be displayed. You can select one or several pulses at the same time.

3. Select a period in the "When" section:

Now you get the opportunity to see the results from individual occasions or compare results from different occasions. If a pulse  has been scheduled on several occasions, you can expand and move the pink bar to change the period. By following trends in the result, you can get a better understanding of your development over time.

This article explains how to find and compare question results from different periods. Looking at the trend can give you a better understanding of how your team or organization is changing.

Step-by-step:

1. Go to Results > Individual questions.
2. Add the details you want to review: Who (group), What (pulse), When (weeks)
3. To view a trend, mark several weeks with the marker (at When). The pink dots indicate weeks with a result.

A precondition to see trends is to choose a pulse that has been sent more than once to the group, and that the question has the same question id. If a certain question has been asked several times, but in different pulses you can select all these pulses and you'll be able to see the trend for that specific question. 

The trend will be displayed per question and for all weeks that are marked.

Why can I not see the trend for some questions?
Some question templates are not displaying the trend, but instead an average of all periods selected. 

Free text answers aren’t numerical and can therefore not show trends.

While answering questions in &frankly, respondents can leave comments if they would like to share additional information, give feedback or communicate something anonymously. By looking at the comments from your employees or team members, you'll get a better understanding of the results and more detailed insights. 

If a respondent leaves a comment to a question, a speech bubble will be visible at the top right corner of the question. Click on this icon to see the comments.

Where will the comments show if I export the results? 
It is possible to include the comments to your export if you choose Excel or Powerpoint. The comments in Excel will be visible in a new tab next to the results. If you download the results to Powerpoint, comments will show in the Powerpoint notes. 

You can export results as soon as the survey has closed. Start off by finding the results that you would like to export. If you're not sure how to find the results in &frankly, read this article first: Where can I find the results?

In the bottom right corner of the page, you can see small icons. Click on the icon that says "Export results to..."

Step-by-step guide:

1. Start with selecting one or several groups in the section "Who".

2. Select which questions you would like to export under "What".

3. Under "When" you decide which week or period that you would like to export the results from.

4. Choose a format - Excel, Powerpoint or PDF.

5. Decide if you want the export to present the data as summaries or granularly.

6. Tick in the boxes "Include comments" or "Include response rate per questions" if you would like to have more details in your export. 

When exporting to PDF or Powerpoint you can decide if you want the results to be presented with or without numbers in the graph. Tick the box "Show numbers in graphs" if you want the aggregated value of the question to show in the graph. 

Good to know regarding the exports: 

• The results can't be exported if the pulse is still open. The export function is available on Monday morning when the results have been calculated and generated. 
  
  
• If you include the comments while exporting to Powerpoint they will show in the notes of your PowerPoint.
  
  
• Comments can't be included in PDF exports. 

The spread shows all answers granulary (still anonymized). This helps you see how the answers vary in your team or organization and can help you find outliers and results that are important to act on.

Step-by-step:

1. Go to Results > Individual questions
2. Add the details you want to review: Who (group), What (pulse), and When (week)
3. In the left bottom corner of the question, you can choose Graph style.
4. Select “All individual answers” to see the spread.

Why can’t I see the spread?

Not all templates in &frankly display spread results. Templates that are displayed in percentages, will not show spread results since the percentage itself indicates the spread.

Your account settings can also control if and when you can see the spread. The administrator(s) of your account can decide whether employees and managers are allowed to see the spread or not. They can also set a limit that regulates how many responses you need within one group to be able to see the spread. Contact your account administrator if you have questions about settings and access.

Quick questions can be sent at any time and day during a week and can be answered until Sunday the same week. The result is updated in real-time and is visible as soon as you have enough answers.

Step-by-step:

1. Go to Results > All questions.
2. Who: select a group that has received a quick question.
3. What: select quick questions
4. When: select which week or weeks you want to review results from a quick question. 

Remember that you can hide or show questions that have been sent within the selected period. Click on the drop-down menu on the first question to select all or just certain questions.

To get a better understanding of your team or organization, you can filter your results on attributes, such as gender, location, tenure, or &frankly roles. 

Click here to read more about attributes and how to get started.

On the page Results > Individual questions, it is possible to see all question results sliced on an attribute. Follow the steps below to learn how to filter your results.

Step-by-step:

1. Go to Results > Individual questions
2. Select a group in the first section “Who”
3. Click on the button “Add filter” and select the attribute you want to filter on.
4. Select a pulse in the second section “What”
5. Select a time span in the last section “When”.

Note: it is not possible to filter results by attributes on a pulse that is still open. As soon as the pulse closes and results have been calculated (Monday morning), you can use this feature. 

To share a result within your team or perhaps in your portal you open the results in Results > Individual questions. When the results are showing, simply click on the share button in the right bottom corner and share. 

The live link enables you to share the results using the URL and can be useful if you would like to share a result via email, to your intranet, a public screen or other devices. 

When you click on the share button, you are presented with two options under the field: "The link should only work for" 

• Time-bound link: With this option, the results can be accessed by anyone with the link address, however, due to security reasons, the maximum time you can have the link open is 14 days. The time limit is in place to prevent unintended access outside of the company that could have gained access to the link somehow. 
  
  
• IP-bound link: With this option, the results can be shown for as long as you wish without any time limit, however to ensure that the link doesn't get spread to the wrong people, you have to set an IP address which is usually the one that belongs to the company network. You can add multiple IP-addresses separated by a comma.

What results will be visible through the live link?

• The link will show the results for the specific question that you share, and not all the results of a the questions in that pulse. 
• The visibility settings are inherited from the person that generates the link. So anything you are able to see before sharing the link, will be visible through the link as well, for instance, if you are able to see comments, then people with the link will be able to see them too. 
•  Once generated, it doesn't give the possibility to switch between plot/average results. The link shows the option that was chosen before generating it. 

The employee Net Promoter Score (eNPS) is a popular metric within employee engagement. The metric is based on one simple question: “How likely are you to recommend your employer to others?".

Employees respond by choosing a number from 0 to 10 and the responses are segmented into three categories:

• Detractors (those who gave a score from 0 to 6)
• Passives (those who answered 7 or 8)
• Promoters (those who answered 9 or 10)

To calculate your overall eNPS score, you simply subtract the percentage of Detractors from the percentage of Promoters (ignoring the neutral Passives). So, if 20% of your respondents are Promoters and 20% are Detractors, your eNPS is actually 0.

What is considered to be a good score?
The most common answer to this question is that a score higher than 0 is good, having more promoters than detractors is a good sign. An eNPS around 20-30 is very good, and anything above that is excellent. The average eNPS varies from industry to industry, country to country, and is affected by many other factors. Therefore, we recommend you to focus on your score internally and set up goals in relation to your team or organization.

Why should you use the eNPS-question in &frankly?
eNPS is by no means a comprehensive way to measure employee engagement. It's a useful and simple metric to track at a regular frequency over time. It's a great way to start working on employee engagement and a number you can bring to the table at the next board meeting.

With the rising popularity of eNPS surveys, it has become an effective way to benchmark satisfaction across organizations. Most importantly, it provides managers with a tangible starting point to tackle issues in their team. 

Keep in mind that the eNPS-question only indicates how a company is doing but not why. Therefore, we recommend you to also ask more in-depth questions to get a better understanding of the engagement within your team or organization.

The eNPS in my team is low, what can I do?

Here are a few things you can do to work on your team's or organization's eNPS:

Be transparent.
Most employees are aware when there are problems within the organization. People can lose respect for you and your organization if they feel that issues are being sugar-coated or deliberately not communicated. Open communication is one key to improving employee wellbeing. It creates trust and engagement, two vital factors of employee performance. This means you shouldn't shy away from communicating issues, challenges, or even mistakes that you or the business have made. Be sure to highlight what steps you are taking to solve problems and overcome troubles.

Give attention to promoters and detractors.
If you want to see a better eNPS, you must engage with your detractors and address their concerns. Don't be afraid of criticism. Chances are that they have valuable feedback for you or management as a whole. To improve their happiness, develop steps and strategies to solve the issues they highlight. Turning Detractors into Promoters (or at least Passives) is the most effective way to improve your score.

It is also important to maintain the happiness of your Promotersalso. When it comes to improving your score, it's easy to neglect Promoters and only focus on Detractors. This is a mistake. Promoters can have plenty of valuable input when it comes to improving practices. Listening to their reasoning can highlight things that other employees may have missed out on but that greatly impacted others' satisfaction. Everyone needs to be included in your action plan to improve eNPS.

Feedback is king.
The more feedback you can get from your employees, the better. Make sure you allow comments when you send your survey and follow up results with open discussion sessions. Ideally, you offer both anonymous and public ways to deliver feedback. This way you are most likely to discover more personal issues that employees feel uncomfortable discussing with others as well as major issues highlighted by a discussion. Feedback can be the deciding factor when it comes to developing your eNPS Improvement Action Plan.

Heatmap displays results, response rates, and KPIs for multiple groups - all in one view.

At a glance, you will be able to identify which groups are performing well and which ones need some extra support. The Heatmap saves you time searching for outliers so you can focus your time on supporting your team instead. 

The green-to-red coloring helps you understand how the different teams are scoring. Groups that are colored green have high results whereas groups that are colored red have low results.

This function is the HR manager's and Management Group's best tool. With this quick overview you will find out how the entire organization is doing, but it also helps you as a manager or leader to see which issues you need to prioritize in each team.

To simplify this view, you can filter on different levels, deselect certain questions or KPI:s and sort your results. Click here to learn more about the Heatmap.

Heatmap is available for administrators and managers in your organization. Administrators can see the results for all groups while managers can see the results for the groups they have access to.

Users can not see or use the heatmap. 

The Heatmap can be accessed in your &frankly account on the web. 

Step-by-step:

1. Sign in to your account and go to Results > Heatmap.
2. Select a group in the menu at the top of the page.
3. Select a week on the timeline and the Heatmap will display the results for all questions sent that week. 

The Heatmap displays all question results, KPIs and response rates available for a specific week. If you've sent several pulses the same week, all of them will show. You can not select pulses sent on different weeks. 

On the Heatmap, you’ll find filters to show or hide certain details. Find more information about each filter below:

• Manager of group
  You can see the name of the person that is assigned as the group owner of a team.
  
  
• Response rate
  The response rate displays the total response rate for the group as a percentage for all questions asked on the week you have selected. 
  
  
• KPI's
  KPI shows the average results for this group and pulse. This gives you an understanding of the average overall before looking into the question results. Read more about KPI's in &frankly here: Key Performance Indicator (KPI) in &frankly
  
  
• Group levels
  For large organizations with several group levels, it can be useful to select a specific set of levels to display at once. The levels are based on the group structure that you have in your account. Go to People > Groups to have a look at your hierarchy and group structure.
  
  
• Pulses
  If you’ve scheduled several pulses during the same week, you can decide if you want to look at all questions from multiple pulses in the same view, or hide pulses and look at them one at a time.
  
  
• Questions
  Select one or several questions in the pulse. If you have several questions on different topics in your pulse, you can select specific questions (such as Leadership or Collaboration questions) and focus on these separately.'

• Coloring option
  The color scale helps you easily figure out which groups have good results and which groups need attention. Question templates that have numerical results are displayed on a red-green scale where low or negative numbers are red and positive is green. Binary and non-numerical questions are displayed in neutral shades.
  
  Relative coloring means that the colors are determined by the highest and lowest results in your organization. The group with the lowest results will have the darkest red and the group with the highest result will have the greenest green on your heatmap.
  
  The absolute coloring will instead be based on a set scale where 0 gives the darkest red, and 100 the greenest green. 

The Heatmap can be exported to Excel. 

Step-by-step:

1. Filter on the group and the week you want to see
2. Click on the button “Download as XLS” in the bottom right corner of your Heatmap

Available for Workplace and Enterprise subscriptions.

Segments gives you an overview of the results categorized by different populations, such as gender, location, or tenure. Looking at the results from various dimensions gives you an in-depth understanding of your organization or your teams.

In this view, you can filter on groups, pulses, questions, and specific attributes to view a certain set of data. Segments displays the trend within a population by showing the results from your three latest measurements.

Segments displays your results categorized by the attributes you have on your account.

Step-by-step:

1. Go to Results > Segments
2. Select a group in the group menu at the top of the page
3. Select a week and pulse on the timeline

All numerical questions in the pulse will be displayed on this page. Questions that aren’t numerical, such as free text questions can be found on the page Results > Individual questions. Click here to read more and to see instructions.

In the Filter section, you can select or deselect certain details to customize what you're viewing. You can filter on KPI:s, questions, and attributes. 

The page automatically shows data from your three latest measurements (if the question has been asked at least three times). You can increase or decrease the number of data points (weeks) by highering or lowering the number in "Show last", or select from the calendar. 

If you activate the button "Show results from other pulses" the system will fetch results for questions that have been asked across different pulses. If you for example have one question that you've measured several times but in different pulses, you can activate this setting to make sure you see all data points for this question. 

Please note that the system looks at the question ID, it has to be the exact same question.

Segments is available to Workplace and Enterprise accounts that are using attributes. If you would like to add attributes to your account and get the benefit of these features, please read more here.

Administrators can see the results for all groups and all attributes in the account. Managers that are allowed to see and filter results on attributes will be able to see the Segments page for groups they have access to. If you are uncertain whether managers in your account are allowed to see attributes reach out to us at help@andfrankly.com and we’ll assist you. 

Below each question or question statement, the result within an attribute is presented in bars. To the left, the total score for the selected group is presented.

To the right, the results for each attribute are presented. If there are no graphs and it says “N/A”, the results for this group or attribute has been hidden by the anonymity rules.

With our function called Segments, it is possible to see the KPI:s sliced by attributes. In order to see the KPI result, simply go to Results -> Segments, and select the Group and Pulse you want to see the results for. By clicking on the "Filter" button, you are able to select which KPIs to display, along with the questions that are relevant to your measurement:

Please note that in this view of the results, you will be able to see the sliced result on all attributes for the group and pulse selected. Please keep in mind that all results are protected by our Integrity Framework and the smaller the groups are, the higher are the risks that the results will be hidden to protect the anonymity of our users in case they do not meet the minimum threshold of answers per attribute. 

A Key Performance Indicator, or KPI, is a set of quantifiable measures that a company uses to measure its development over time. These metrics are usually a good way to determine whether a company is achieving its strategic and operational goals.

The index in &frankly is an aggregated score, which is generated from a group of questions put together. The score is an average value from all questions included in the KPI and is presented on a scale 0-100. Following an aggregated score will not only help you get a quicker overview but also enable you to compare it to your organizational goals.

Keep in mind, benchmarks can be used for guidance but shouldn't be your only source when setting goals and targets. 

On the table below, we present &frankly's KPI benchmark for our most popular pulses:

These benchmarks are based on our benchmark criteria which means at least 10 different companies were surveyed with a minimum of 30 users per company. 

The KPI is an aggregated score, which is generated from a group of questions put together in a survey. The score is an average value from all questions included in the KPI and is presented on a scale 0-100. Following an aggregated score will provide you with a quick overview of the survey, and also enable you to compare Engagement KPIs with your organizational goals.  

How to find your KPI:s

1. Go to Results > KPI:s 
2. Select a group in the drop-down menu at the top of the page, just next to "View results for". 

On this page, you'll be able to see all the latest KPI:s for the selected group.

Note! The page will show KPI:s from pulses that you have used during the past 6 months. If you can't find the KPI you're looking for, contact us at help@andfrankly.com.

Yes! You can see which questions a KPI is based on under Results > KPI:s or Questions > Pulse library. The latter alternative is only available if you have access to the pulse. 

Under Results > KPI:s 

1. Go to the page Results > KPI:s 
2. Select a group and scroll to the KPI you want to see 
3. Click on the button "Show/hide question results that make up this KPI" 

Under Questions > Pulse library (only possible if you have access to the pulse)

1. Go to Questions > Pulse library 
2. Open the pulse which the KPI is generated from 
3. Look at the checkboxes just underneath the questions in the KPI section. The checkboxes (meaning questions) that are checked will be included in the KPI. 

The KPI value can be exported to a CSV file.

1. Go to Results > KPI:s
2. Select a target group.
3. Click on the icon to download KPIs. 

It is not possible to export KPI:s to other formats, such as PowerPoint or PDF. If you need the KPI:s in a PowerPoint, we suggest that you take a screenshot of the KPI view and paste it into a PowerPoint file. 

The response rate can be viewed in several places in &frankly, so you always have it to hand. To see the total response rate or to see how your response rate changes over time, go to the page Results > Response rates.

Step-by-step:

1. Go to Results > Response rates
2. Select a group. If you want to, you can choose a group to compare with.

The response rate is updated in real-time (every ten minutes) and displays trends within the selected group. Hold your pointer on one of the data points to see details.

Click on the download-icon in the top right corner to export the response rate for the selected group. The exported document will display additional details, such as the total number of questions asked, the total number of questions answered, the number of skipped questions and the total response rate in percentage.

The response rate is based on the total number of answers submitted, divided by the total number of questions asked within a specific group and week.

Since users may choose to only answer some of the questions, the response rate is not necessarily an exact reflection of the number of respondents who has answered the survey even if it gives you a good indication.


How the response rate is calculated:

Response rate = (Total number of answered questions / Total number of questions sent)

*The total number of questions sent refers to the sum of questions sent to a group on a given week. 

*The total number of answered questions is the sum of actual answers and actively skipped questions.

(When a user actively skips a question (gives a non answer), the question is considered answered in the response rate calculation however not in the integrity calculations where a minimum of actual answers are required.) 


Example:
If a pulse with 10 questions is sent to a group of 5 people, the total number of questions sent would
be 10 * 5 = 50. 

Suppose that 4 users answer all questions in the pulse, while the fifth user only answers 2 questions, the total number of answered questions would be 4 * 10 + 2 = 42. The response rate would therefore be 42/50 = 84%.

In &frankly, you can see the response rate for a single group or compare between various groups that you have access to. 

1. Go to Result > Response rate
2. Select which group you want to look at under “Select group”
3. Scroll further down for a comparison of the various groups.
4. If you want another time span, you can change the date under the group.

If you hold your pointer on a group, you can see more details in a written format. For instance, you can see how many group members there are. In the example below there are 11 group members in the group, where 91 % of them have answered. 

Good to know!

You can see an overview of the response rate for the group(s) you have permission to see. To help you see where the response rate is high and low, all groups are categorized into a color scheme dependent on the response rate for each group. 

• If the color is green that means that the response rate is higher than 70 percent. 
• If it is gray the response rate is between 50-69 percent.
• If it is red it has a response rate between 0 and 49 percent. 
• If it is white, there are too few answers within that group

You can also see which groups that have the highest response rate (Top groups) and the lowest response rate (Bottom groups).

The arrows show if there is a positive or negative trend for this group, compared to their latest response rate.

Who can see this view? 

• Administrators can always see all results and response rates
• Managers that have viewing rights for one or several groups
• Users cannot see this view

A high response rate is desirable when using &frankly to collect input from a team or an organization. A representative result is important to draw relevant conclusions, but also an indicator making sure everyone is taking the opportunity to make their voice heard.  

At &frankly we want to help you reach your response rate goal. &frankly has in-tool features that help administrators and managers to work proactively with response rates. Moreover, the response rate can differ for natural reasons between branches in an organization, seasonal industries, and organizational attributes may have a certain impact. Still, a few things have been found as general factors that can trigger a high response rate. These factors are presented here, including the question’s content and its relevance to the team, suitable frequency and the number of questions, a clear purpose for everyone involved but also how the results are treated and whether the team is involved when following-up on results.  

In this guide, common factors impacting response rates in &frankly are presented. The article is a source to find information about response rates, but also a tool to use as a basis when there is a need to increase the understanding of the current engagement around the tool.  

What is a good response rate? 
When talking about the response rate, we say that reaching 70% is good – but the more responses you get, the better! However, what can be known as good is relative. Remember to see the response rate in the bigger picture, set your goal in relation to organizational attributes, historical results, and priorities, etc.   

In &frankly

Notifications
When your &frankly account is created and the employees are added to the system, the default setting for each user is to get emails as soon as a new question is open to answer. However, these settings can be adjusted. If a user needs help changing their settings, they can follow this guide: How can I change the app notifications?

Reminder emails 
Make sure that reminder emails and app notifications are enabled for the users. This will be sent out Friday at 12:00 to activated users who have unanswered questions from the ongoing pulse. If your colleagues would like to adjust their notification settings they can do that by going to Account > Email settings.  

Inactive users
Check if there are users that still haven’t logged in to the tool or experiencing email issues. You can filter on the status by navigating to People > Users.  

Response rate 
Under Results > Response rate you can see the response rate per group in your account. This will indicate which groups that are in need of extra support, but also which groups that have a winning strategy reaching (and keeping) high response rates. Thus, the overview gives you an indication of how you can help the groups moving forward. 

The &frankly app 
The &frankly mobile application is highly user-friendly and can have a positive impact on the response rate. In Results > Response rate, you can see how many in your account that uses the application or answers questions via the web. Encourage your employees to download the app. If your co-workers don’t have a work phone, it’s still a best practice to inform them that the application is available to use and highlight it, for them to make their own decision to use a private smartphone. 

Content and relevance 

Clear content 
Make sure questions and options are clear. Keeping it simple makes it easier for the respondents. Intricate questions lead to misunderstandings and might lower the response rate. If needed, test the questions on a test group first to see how they perceive them. See the guide Asking questions do's and don'ts to learn more.

Variation 
Creating variation is positive for pulsed surveys. Use different templates, colors and try to vary the heavy and serious topics with positive highlights and positive feedback. How can you trigger a smile on your colleagues? Examples of questions from &frankly’s library are: 

“What did you enjoy this week?”  
“How are you feeling?"
“What do you think is your team's greatest superpower?” 
“Which colleague would you like to give a hive five this month?” 

Frequency and Quantity 

Less is more 
In &frankly we recommend 4-7 questions per pulse, depending on the purpose and need. There is a limit of 16 questions per pulse, with a recommendation to ask no more than necessary. Also, take into consideration that binary templates are usually easier to answer than raters or open questions. Users want to answer questions that will be followed up-on and acted upon. Answering questions should not be time-consuming or cause anyone to lose interest or sense of purpose.  

Time for answering 
Review when questions are being sent out during a pulse week. Remember that all pulses close on Sunday evening. If experiencing not enough time answering, send the questions early on Monday to have the survey open as long as possible. On Fridays, a reminder is sent out if a user has not submitted their answer.   

Purpose 

Purpose of a pulse 
State and communicate a clear purpose when creating a pulse – this will make it easier for the respondents to answer the questions in its right context. You can add a description in the pulse view and while doing so, take the opportunity to add what the reports will be used for and how you will follow up on the results. If you have several different topics to ask about, consider splitting the questions into separate pulses on different themes so that you make it easier for the users to follow your trail of purpose.  Read this article to learn more: How to communicate the purpose of the pulse

Internal purpose  
Remind the users of the internal purpose of using &frankly in the organization. It is usually about working on increasing engagement, cultural alignment or innovation pace by making the employees and teams the owners of their future, by giving them a voice and assisting them in discussing the relevant topics for them to reach their targets.  

The role of the manager 
Make sure managers are confident about the purpose and how to work with results and facilitate discussions in their team. This will have a great impact on the response rate as they are communicating with the teams in the organization. 

Involve and follow up 
Make sure the users can take part in the reports and also are given a chance to discuss results together with their team. This will make them feel part of the process and thereby increase their participation in the pulses. 

Also, involve the users, what do they want to measure? This will make every user take ownership and answer. Additional material on how to carry out a workshop on this is available here: How to work with your results.

When a pulse is ongoing over a longer period of time, some kind of conclusion should be drawn and communicated. This is also an excellent opportunity to communicate any adjustments in the coming pulses due to the conclusions or to anchor the relevance of keeping the pulse intact. 

Your organization 

All organizations are different, which is why it is important to review your own organization from your perspective. Ask yourself what normally works in your environment and which adaptions could favor you in moving forward? Response rates can differ depending on factors such as working shift patterns, seasonal industries and certain attributes within the organization. 

Working shift patterns  
Suffering a low response rate? Are your co-workers working shift, different weekdays or even weeks? Employees that work irregular hours might have a higher likelihood of not responding to questions if certain customizations of the pulses are not made. Review how you can secure that as many as possible can receive the questions during working hours. Pulsing questions already on Monday will enable employees to answer if they are not working during the end of the week.  

Seasonal industries  
Some organizations have intensive periods that vary over the year, with changing working force. With a new crew being ready for the high-season, make sure they are well informed about &frankly and the purpose of the pulses. Too much information is rarely a problem, take part of &frankly’s material if needed. Flyers, posters, or informative letters are good ways to make sure that everyone knows what’s coming up (material is available here). Promoting the mobile application is usually a success factor among seasonal workers. 

Employee turnover in the organization 
Sometimes an organization has a phase or a permanent state of high employee turnover. In this case, or even in cases where the hiring rate is peaking and a lot of new employees have to be onboarded, it is important to make it a routine to inform of the tool &frankly along with the regular onboarding procedures. It is also crucial to keep the organization structure updated with relevant teams and employees so that the reports are reflecting a current state. If possible, we recommend to mirror an HR master system of employees, such as pay-roll or even work-scheduling tool, to keep up the pace of change being reflected in &frankly.