Client Feedback Tool: Roles & Permissions Guide

USER GROUP ROLES

Firm Administrator:

Firm Administrators have full control over the configuration of the client feedback tool. They are responsible for adding and removing users, setting up system-wide permissions, and managing all technical aspects of the tool, including integration with other systems, configuring email settings, and setting up any automated processes. They ensure that the tool remains operational and is tailored to the specific needs of the organization.

How to Add or Remove This Permission:

Admin access is required to configure permissions.

Steps:

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Users/Security
Search for the user by name or email in the search box
Select Edit next to the user
Go to the User Groups section and select Edit
To add the Firm Administrator permission: locate it in the left box and click the (+) to move it to the right box
To remove the Firm Administrator permission: locate it in the right box and click the (−) to move it back to the left box

Firm Managers:

Firm Managers have the highest level of visibility across all feedback data collected within the firm. They can view all projects, clients, and related feedback, providing them with key decision-making input for firm-wide improvements. Firm Managers can receive high-level alerts about important client interactions, such as low feedback scores or significant trends, helping them stay informed and act proactively to address client concerns or to identify opportunities for improvement.

How to Add or Remove This Permission:

Admin access is required to configure permissions.

Steps:

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Users/Security
Search for the user by name or email in the search box
Select Edit next to the user
Go to the User Groups section and select Edit
To add the Firm Manager permission: locate it in the left box and click the (+) to move it to the right box
To remove the Firm Manager permission: locate it in the right box and click the (−) to move it back to the left box

PROJECT MANAGEMENT ROLES

Project Group Managers:

Project Group Managers are assigned to specific groups of projects within a functional area, and often align with your existing org structure (e.g., by profit center, business unit, or office). Their role is to ensure that feedback within their project group is being managed effectively. They have visibility into all feedback related to the projects in their group and can receive alerts tailored to their area of responsibility. They also play a key role in supporting their team in responding to client feedback and ensuring high levels of client satisfaction within their group.

How to Add or Remove This Permission:

Admin access is required to configure permissions.

Steps:

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Users/Security
Search for the user by name or email in the search box
Select Edit next to the user
Go to the Managed Project Groups section and select Edit
To add access to a Project Group: locate the Project Group in the left box and click the (+) to move it to the right box
To remove access to a Project Group: locate the Project Group in the right box and click the (−) to move it back to the left box

Project Managers:

Project Managers are responsible for managing the feedback related to their specific projects. They are typically the main point of contact for the client during the project lifecycle and should follow up on any feedback that directly relates to their work. They will receive alerts whenever feedback is provided for their projects, allowing them to quickly address any issues or concerns raised by clients. Within CFT the project manager role can also be used to include any other project team members that need to see all feedback on a project besides the PM, group manager(s), and/or firm manager. This is often senior technical staff or consultants who engage directly with the client.

How to Add or Remove This Permission:

Admin access is required to configure permissions.

Steps:

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Users/Security
Search for the user by name or email in the search box
Select Edit next to the user
Go to the Managed Projects section and select Edit
To add access to a Project: locate the Project in the left box and click the (+) to move it to the right box
To remove access to a Project: locate the Project in the right box and click the (−) to move it back to the left box

Client Managers:
Client Managers are often involved in the sales or account management side of the business. Their role is to maintain ongoing visibility into the health of the client relationship, even after a project has been handed off to a project delivery team. They act as a liaison between the sales team and project delivery, ensuring that the client continues to receive the best experience possible. Client Managers have access to all feedback related to the clients they manage and can receive alerts about feedback that might affect the overall client relationship.

How to Add or Remove This Permission:

Admin access is required to configure permissions.

Steps:

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Companies/Clients
Search for the company name in the search box
Select Edit next to the company
Go to the Client Manager section
To add a Client Manager: locate the user in the left box and click the (+) to move them to the right box
To remove a Client Manager: locate the user in the right box and click the (−) to move them back to the left box

Survey Senders:

Survey Senders are the individuals whose names appear on the feedback request. When surveys are sent, they are attributed to a specific person, typically someone the client has interacted with directly. Survey Senders will receive alerts whenever feedback responses are submitted, so they can be aware of what the client is saying about their work. This ensures that the feedback loop remains personal and that clients know their input is being heard by the person they have worked with most closely.

USER PERMISSION SETTINGS

Send Survey: Typically, all users. This permission allows the user to send surveys that they are directly responsible for. They can also modify the survey, receive email notifications, and view the responses for their surveys sent.

Send On Behalf: The "Send on Behalf" permission allows designated users, such as project administrators, to send surveys on behalf of others (e.g., project managers or account managers). This is helpful in maintaining efficiency and ensuring that surveys are sent out in a timely manner, even if the primary sender is unavailable. This permission is restricted to prevent unauthorized individuals from sending surveys, ensuring that all client communication remains professional and appropriate.

Reply on Behalf: The “Reply on Behalf” permission allows designated users to respond to a survey on behalf of an intended recipient, providing responses to a survey as if those answers came directly from the recipient. This might be necessary for a client who either doesn’t have access to email or prefers to give feedback over the phone or in person. In such instances, this allows you to still capture their feedback in Client Feedback Tool.

Send Vendor Surveys: This permission allows the user to Send Vendor Surveys.

View Vendor Surveys: This permission allows the user to View Vendor Survey results. If designated, visibility into data is dependent upon Project Management Permissions above. Users can modify the survey, receive email notifications, and view the responses for their surveys sent. Additionally, if designated, visibility into data is dependent on Project Management notifications above.

Send Company Employee Survey: This permission allows the user to Send Employee Surveys.

View Company Employee Results: This permission allows the user to View Employee Survey results. If designated, visibility into data is dependent upon Project Management Permissions above. Users can modify the survey, receive email notifications, and view the responses for their surveys sent. Additionally, if designated, visibility into data is dependent on Project Management notifications above.

Data API: This permission allows the user to access data via the API. Data accessed is dependent upon user permissions.

How to Add or Remove These Permissions:

Admin access is required to configure permissions.

Sign in to the firm account. Firm Administrator access is required to proceed.
Go to My Firm → Users/Security
Search for the user by name or email in the search box
Select Edit next to the user
Go to the Permissions section and select Edit
To add access to a permission, check the box and click Update
To remove access to a permission, uncheck the box and click Update

ORGANIZATION STRUCTURE

Project Groups: Project groups are used to organize projects within Client Feedback Tool by grouping them based on their functional area, such as by profit center, industry, practice area, or geography. This categorization allows Project Group Managers to efficiently manage the feedback process for all projects within their purview. Grouping projects helps streamline the feedback management process, providing a structured way to analyze client satisfaction and identify trends within specific areas of the business. Project Groups are a unique metadata in that they act both as a reporting breakdown criterion and serve as a security/permission function.

Assigning Projects to Project Groups: When assigning projects to project groups, it is essential to categorize them based on their organizational characteristics. Assigning projects correctly ensures that the appropriate project group manager(s) have access to the necessary data and can effectively manage the client experience. This also helps in generating accurate reports, enabling the identification of group-specific trends and areas for improvement. Matrix organizations may assign projects to multiple project groups, e.g., by industry and by geography. You may have an "institutional" project in the "southeast region." By assigning a project to both of these project groups, you ensure that the director of the "institutional" group sees all the feedback for "institutional" projects, regardless of geography, while the office manager for the "southeast region" sees all the feedback for projects being delivered out of the southeast region, regardless of industry.