Customer feedback: a personalised access based on usage and user profile

Confidentiality, readability… How to give users the correct level of access to data from Customer Feedback?

Following the gathering of customer inputs, the data is available in your Feedback Management solution*. Who should act on this data? Who should have access to it? Indeed, some information may be confidential, or simply irrelevant for certain employee profiles.  Conversely, other information may be transversal, and can and should be accessible to everyone.

Let’s take an example using the data table below and assume that it has been imported into a Feedback Management tool.

Row, Contact, Country (personal data), Email (personal data), NPS, Score (technical data)

For the four contact persons, two countries are represented: France and the United States.

1. Management of data access (rows)

For reasons of confidentiality and/or user simplicity, we want French users to have access to feedback (NPS indicator, details of each response, etc.) from France but not from the USA.

On the other hand, central users must have a global view, both France and USA.

2. Management of personal data (columns)

There are two personal data items (contact and email): they should only be accessible for certain users. However, they are needed in the solution for sending and personalising email surveys.

3. Management of technical data or data to be hidden (columns )

Finally, the score is a technical data item which is judicious to hide from certain users for reasons of confidentiality and/or simplicity (displaying only the fields that are useful to particular users).

For a given user, it is estimated that only half the stored data is really of use to him/her.

Finally, when sharing reports within teams, sorting this information automatically can be very time-consuming, and the question of data security arises. It is necessary to industrialise the process in order to ensure that the data is correctly treated and that internal safeguards are in place to address questions of security and confidentiality.

How to industrialise the process of data sorting?

1. Data scope per user

In Instant eXperience®, the management of data access is inherent “by design”; for each user, the administrator specifies privileges that define the scope of data to which he will have access.

Once defined, this filter will be applied automatically to any request from the user: he will only see the surveys permitted by his data privileges.

This is also true for the display of available filters: the French user will not even see USA in the filter by region for example. He is not even aware of the existence of other regions outside his own perimeter, which greatly simplifies the usability and the segregation of the data.

2. Personal data

On the other hand, personal data is marked during the design of the questionnaire.

In addition, the user profile includes a privilege that indicates whether the user can access personal data or not.

This property is then used when displaying the available data for a user, and causes it to be completely hidden if the user does not have the necessary privilege.

Variable definition menu (calculated variable, auto generated, personal data)

When defining a variable in Instant eXperience, it can be configured as being personal.

 

Permission management menu

 

Access to data items is configurable for each user profile.

 

3. Hidden variables

In a similar way, each variable (column) may be masked for certain users.

When a user who has access to a “wide” view of the data (manager profile) shares a “widget **” or a report with one of the more operational profiles (thus with more restricted privileges), the widget/report concerned is automatically adapted to the level of data accessible by the destination user. Thus, there are no manual actions required to enforce the security of access to sensitive data; all access privileges are automatically managed.

These features make it easy to deploy Instant eXperience across an entire organisation (unlike certain Business Intelligence tools). This flexibility in implementation is even more significant for the deployment of international projects, as is the case for our customer Allianz. Click here to view the Allianz case study.

Do you have any questions about data access privileges, or about a Feedback Management project? Do not hesitate to contact us.

MediaTech Solutions, publisher of the Instant eXperience® SaaS feedback management platform enables large organisations in all industries to improve the customer experience.

Instant eXperience® brings the ability to industrialise the entire process of capturing customer insights – through surveys, social networks, internal systems … to centralise customer data, and to exploit in real -time all these gathered insights in order to:

  • Coach operational teams to guide them towards greater customer-centricity,
  • Exploit the insights to bounce-back to customers,
  • Manage continuous improvement plans.

Instant eXperience® optimises the customer experience at each key moment of his journey, providing a real business benefit and significantly increasing the company’s competitiveness.

 

* Feedback management: Feedback Management consists of capturing, enriching and using the feedback of people (customers, employees, partners) and/or information systems to sustainably maximise an organisation’s performance by optimising the customer experience, and by developing the commitment of all stakeholders.

** A widget : a visual element of a graphical interface

By | 2018-08-13T14:59:52+00:00 07, 2018|Feedback Management, Unclassified|
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