The Feedback Dashboard streamlines resolution tracking and helps your team respond faster. It monitors open and completed items, tracks response times, and shows resident satisfaction with each resolution. By highlighting trends and high-priority issues across departments, it empowers staff to take timely action and continuously improve the resident experience.
You can access the Feedback Dashboard from the TSOLife home page by going to Feedback > Feedback Platform.
You'll land on the Feedback Dashboard. From here, you'll have access to view snapshots of the following areas:
- Active Resolutions
- Completed Resolutions
- Speed to Solution Rate
- Resident Acceptance of Resolution Rate
- Resolutions by Department
- High Priority Resolutions
- Net Promoter Score (NPS)
What is a Resolution? A resolution is automatically generated when a resident provides negative feedback on a survey (a score of 1 or 2, indicating "very unsatisfied" or "unsatisfied).
These snapshots can be filtered by date range, care level, survey type, and can be further broken down by survey audience (Resident, Family, Resident + Family):
There are a number of key areas on this page to check out:
- Resolutions Breakdown
- Open Resolutions: Displays all ongoing feedback cases that have been submitted but not yet resolved. This section helps staff monitor and manage issues in real-time to ensure prompt responses. Clicking High Priority displays resolutions that have been marked as urgent (rated a 1-2 from the survey). High Priority Resolutions highlight urgent issues that require immediate attention. These may include safety concerns, critical maintenance requests, or time-sensitive resident needs. Clicking View Open will present a complete listing of all open resolutions.
- Closed Resolutions: Tracks feedback cases that have been fully addressed and resolved during the selected time frame. It allows staff to review past resolutions to identify trends, measure success, and improve service.
- Speed to Resolution Rate: The average number of days it takes community staff to resolve feedback cases. This figure is configured by your community on the backend, and helps to evaluate response efficiency and identify areas of improvement.
- Open Resolutions by Priority
- Low Priority: Resulting from survey questions that were rated a 4-5.
- Medium Priority: Resulting from survey questions that were rated a 3.
- High Priority: Resulting from survey questions that were rated a 1-2. High Priority Resolutions highlight urgent issues that require immediate attention. These may include safety concerns, critical maintenance requests, or time-sensitive resident needs.
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Net Promoter Score (NPS): Ongoing figure displaying results from the selected date range. Check out the article Net Promoter Score (NPS) Overview for more information.
- Resolutions by Department: Chart of closed resolutions based on the responsible department during the selected time range. Clicking into each department's figure within the chart will open more information from the resolutions page.
Clicking into the resolutions will take you over to the main Resolutions page where you can get to work on assigning actions and resolving issues.
Jump to another article to learn more about feedback and resolutions:
Survey Dashboard Walkthrough
Net Promoter Score (NPS) Overview
Survey Snapshot