Areas For Focus On The Reporting Website

Areas for Focus (AFFs) identify an aspect of the location experience with the greatest opportunity for improvement or an area that most strongly correlates to high levels of satisfaction. It's a snapshot on your dashboard that quickly identifies what to focus on to have the biggest positive impact on Overall Satisfaction. This article will define Areas for Focus (AFFs) and how they are determined.

At the location level, AFFs will look like this, showing the two measures.	Above the location level, it will list key locations that need to improve in those areas.

How Are AFFs Determined?

The following key factors determine AFFs:

• The importance of that aspect of the location experience on Overall Satisfaction
• The variability in performance on the survey measure across all locations
• The location's performance on that aspect of the experience compared to the company's average
• The location's most recent performance on the measure vs. the previous quarter’s performance

How Often Are AFFs Determined?

• AFFs are determined on a quarterly basis to allow time to develop and deploy plans focused on promoting continued improvement. 

Will the AFFs for a Location Always Change Every Quarter?

• No, a location may receive the same AFFs the following quarter if the location continues to underperform on that aspect of the location experience or did not experience any improvement.

What if a Location Does Not Qualify for an AFF?

• The report will display the default AFF, as selected by the company. Even if a location scores high on the default AFF, the location must continue that focus and identify what can be done to improve.

What Are Other Considerations for the AFF?

• Measures must have met the minimum number of successful survey responses in the timeframe to qualify (both in the current and previous quarters used in the algorithm)
  
  • The company determines the minimum number of responses in consultation with SMG.
• Measures performing above 96% will not appear as an AFF.

Why is there a data discrepancy between 360 and Reporting? 

• This is because the Enhanced AFFs are currently set to display data from the last 90 days by default.
• In some cases, your v5 AFFs may have been configured to use a different time period, such as the last 30 days or a custom range, which could explain the discrepancy. We chose to default to 90 days based on the most common client use case, and we’re actively working to enhance time filtering capabilities in future iterations of the Enhanced AFF experience.

Why was 90days chosen as the default?

• We chose to default to 90 days based on the most common client use case, and we’re actively working to enhance time filtering capabilities in future iterations of the Enhanced AFF experience.