Frequently Asked Questions

Coachee Set-Up

1. Where do I find my set-up links?

Your set-up links come to you via email. Look for them in your inbox. If you are a subscriber, you earn a credit for a link with each payment. Ready to use a link with your credit? Email Support@MyExcelia.com.

2. How is MyExcelia different from a 360-assessment?

There are two ways that MyExcelia is different from a 360-assessment:

MyExcelia measures improvement and growth over time, not current mastery before coaching begins. In this way, our experience has been that MyExcelia is motivating and inspiring for coachees as it helps them see what others have noticed about their improvement and growth, throughout the coaching engagement.

MyExcelia captures both non-financial and financial ROI. Non-financial ROI is reflected in improvement and growth in skills related to the coaching engagement. Financial ROI is reflected in real financial dollars and captured through the Money Talk and validated by another individual within the organization.

3. How many coaching clients can I set up with one link?

One link can be used for one coaching client engagement. One coaching client engagement includes one midpoint report and one final report.

4. How do I purchase an additional link?

You earn a credit for a new link with each monthly payment. Need more links for a special engagement? Email Support@MyExcelia.com to purchase an annual subscription or a pack of 15+.

5. Can I edit or change the information I put into the set-up?

Once you have completed your set-up form, it is not possible to edit or change the information in that form. But, you can request a replacement link and set up a new form if your survey has not yet been launched. Contact Support@myexcelia.com to request a replacement link. After you receive your replacement link, you will create a new setup and the old setup will be deleted.

We do not copyedit your input that populates the Coachee Profile Page or the Money Table page. It’s a best practice to type your responses in a Word document first to spellcheck and copyedit your entries before you enter them into the system.

6. Can I take a few hours, days or weeks to enter the set-up?

It is a best practice to enter all of your set-up data AND The Money Talk™ data at one time, preferably within 7 to 10 minutes. The system times out after 10 minutes to protect your data. will time out, potentially making it difficult to retrace your steps. Plan ahead by using the Checklist for Conversation and the Cheat Sheet for Set-Up, located in the learning portal.

7. How do I customize the measures to align with my client’s goals?

Look for a tutorial named: BONUS: How to customize measures.

8. How many skills can be selected?

You can select up to 3 competencies and up to 7 skills per competency. That total equals 21 skills. You do not have to select 3 competencies; you can select fewer. You can select fewer than 7 skills per competency.

9. How many observers can my coachee have?

You can include a total of 21 observers, including the manager.

10. Can I use email addresses with unique characters?

Please use email addresses with letters, numbers and @. Do not use email addresses with +, &, %, or other characters. For example:

BobSmith@ABCCompany.com = yes!

Bob+Smith@ABCCompany.com = no

Nearly all businesses use the standard email format. If you have a client who does not have a standard email address, contact support@MyExcelia.com for assistance.

11. Is a manager an observer?

Yes! A manager is an observer. Peers, direct reports and ‘others’ are also observers. When you see ‘average of all observers’ in the reports, that means that the manager’s data is included in the average.

‘Others’ can be vendors, customers, board members, family members, and more.

12. What if my coachee doesn’t want any observers?

If your coachee does not want any observers, enter a second email address for yourself in the manager field where an email address is required. The survey form requires a manager address be entered. Do not use the same email address that you used as your contact email on the first page of the setup.

13. How do I know if the set-up is complete?

When you complete the set-up, you will receive an email that confirms it has been completed. This email includes: coachee name, competencies selected and dates of the midpoint (if selected) and final. Look for an email from survey@MyExcelia.com with a subject line of: Confirmation of receipt of submission.

Survey Emails, Links and Responses

14. When are the coachee and observer emails sent?

The coachee and observer emails containing the survey links are sent on the date that you selected. Look in your email for your Confirmation of receipt of submission email. That email contains the dates you requested.

15. How do we let the observers know to look for the survey?

When you and your coachee have agreed on the competencies, selected the date to launch the surveys and gathered the email addresses of the observers, give your coachee the email template from the learning portal. This is critically important so their observers are made aware when to expect the surveys and why it’s important. Your coachee should also let their observers know which role has been assigned to them so that they self-select the intended role when they complete the survey. We are not able to change roles after the observers have selected their role. The coachee can write the email immediately, and schedule that email to launch 24 to 48 hours in advance of the scheduled survey launch.

Be sure to request that your coaching client contact their IT department to whitelist the email address so that the email doesn’t get blocked by a spam filter or firewall.

16. The emails arrive in the inbox from whom?

The emails come from Lisa Edwards with survey@myexcelia.com as the email address.

17. What if my coachee and/or observers can’t find the emails containing the links?

Ask the coachee and/or observers to search in their inbox and spam folder for Lisa Edwards with survey@MyExcelia.com as the email address.

18. When are reminders sent?

The reminders are sent to non-responders 7 and 10 days after the first email is sent. The first email is sent on the date you requested the survey to launch.

19. How much time does it take for a coachee or observer to complete the survey?

On average, coachees and observers complete a midpoint or final survey within 3 minutes.

20. How can I make sure my client’s surveys were sent?

Emails containing survey links are automatically sent on the date that you scheduled the survey to launch. You also receive an email when the survey is launched letting you know that the surveys have been sent. Finally, you can log in to your Coach View to check the status.

21. How can I see the response rate and who has completed the survey?

22. How can I increase response rate after surveys have been launched?

You have 3 options:

a. Ask your coachee to resend their email to their observers. Use the email template in the learning portal if the coachee never sent an email.

b. You can send the individual url to each person in the survey completion progress update. You will find the url in the Coach View.

23. What do I do if my client feels uncomfortable providing their data?

Your coachees’ and observers’ confidential data is paramount to us.

If your coachee or client organization has ever shared data through a 360-assessment, you can help them understand that the data sharing for MyExcelia is no different.

All data is encrypted and housed on user-authenticated and password-protected computers and servers. Only MyExcelia personnel will have access to data. We require that you, your coachees and their observers provide personal data (e.g., email address, phone number) for the purpose of contacting you for follow-up and linking data across several protocols. Data is analyzed in the aggregate as we look for overall patterns within and between different groups. The data you provide is shared with your coaching client through coaching outcome reports.

PRIVACY ACT STATEMENT: In accordance with Public Law 93-579 (Privacy Act of 1974), participating and providing the personal information asked in this survey are completely voluntary. U.S. Code sections 1302, 3301, and 3304 of Title 5 authorize collection of this information. Completed surveys and reports are managed directly by Bloom Consulting.

24. Can I delete an observer?

If the observer has not yet provided ratings, it is possible to delete the observer. Contact Support@myexcelia.com with your request. Please allow 48 to 72 hours for this task to be completed.

If the observer has already provided ratings, it is not possible to delete their ratings.

25. Can I add new observers?

You can add new observers in one of two ways:

1. If your survey has been launched, new observers can receive the links to any of the observers who have not yet completed the survey. OR,

2. If your survey has not yet been launched, you can recreate your set-up to add new observers. Contact support at Support@myexcelia.com with your request.

If your survey has launched and all of the observers who were included in the setup, completed the survey, it is not possible to add new observers.

26. What if an observer hasn’t seen any change?

It’s not unusual for an observer to have not seen or noticed any change, and it’s not necessarily bad. The observer can select ‘no change’ in the survey. Our aim is to provide an honest assessment of progress and growth.

27. What if an observer hasn’t seen the coachee recently to be able to rate?

It’s not uncommon for an observer to have not seen the coachee since coaching began or to have had limited access to provide a fair assessment. The observer can select ‘unsure or not necessary’ in the survey. Our aim is to provide an honest assessment of progress and growth.

28. What if an observer doesn’t think the coachee needed to work on a skill?

It’s not uncommon for an observer to believe the individual never needed to grow in a particular skill. The observer can select ‘unsure or not necessary’ in the survey. Our aim is to provide an honest assessment of progress and growth.

29. Can I change the dates that the surveys launch?

Yes, if the survey has not yet launched, you can change the date through the Coach View.

It is not possible to change the survey launch date after the survey has launched.

30. Can I see what the survey looks like?

When you received your test link, you were able to see what the surveys looked like. Alternatively, you can put your name as one of the observers, so you will receive the survey and can also view what the survey looks like.

31. What percent of survey completion is needed for the report to be valid?

A response rate of 51% or higher is a great target. A recent meta-analysis on response rates across 238 studies showed an updated benchmark for organizational surveys at 51.3% (with a standard deviation of 22.3%).

The same meta-analysis showed that each subsequent reminders had progressively decreased response rate compared with the initial invitation, and response rates were actually lower in studies that had follow-up contacts. This is why we don’t send more than 3 reminders.

The response rate alone does not determine the validity or usefulness of surveys’ results. What is more important, is that the responses capture the breadth and depth of perspectives.

Reports

32. When do I receive the coachee report?

You receive the coachee report 3 business days after the close of the survey. The survey closes 2 weeks after its launch date.

33. Does a copy of the report go directly to the coachee or the manager?

We send the report to you via email. You share the report with the coachee in a coaching session. Your coachee can choose to share the report with the manager. You may decide to conduct a three-way conversation to debrief the report with the manager.

34. Can I delete an observer from the report?

If the observer has already provided ratings, it is not possible to delete their ratings.

35. Can I add new observers to the report?

If your report has been pulled and you have observers who never completed the survey, you can send unused links to new observers. After the new observers complete the survey, we can pull the report again. The fee to send emails to new observers and pull a new report is $120. Contact support@MyExclia.com if this is something you’d like to do.

36. Can I move observers to different roles?

We are unable to move observers to different roles than the one they self-selected.

37. What if an observer completed the survey twice?

If an observer completes the survey twice, their responses are averaged.

38. Is a “0” rating bad?

Not at all. It simply means that the rater wasn’t sure of the change or didn’t believe it was necessary for the coachee to grow or change in that area.

39. Is a “3” rating bad?

Not at all. It simply means that the rater hadn’t yet seen any change in the coachee.

40. I made a mistake in my coachee’s profile page or Money Talk table. Can I make copy edits or a change to the report?

We can make copyedits to the coachee profile page for you. The fee is $180 per request.

To retain the integrity and value of the brand, we cannot make edits to the remaining content of the report, nor do we allow users to make their own edits. This is for your benefit to ensure that consistent reports are shared amongst all users and so that the quality of the brand is retained in the marketplace.

41. Why does the report only come in a PDF format?

We send an uneditable PDF of reports to ensure that they retain the integrity of the data and brand so that you can be assured of the reputation today and in the future.

42. Why don’t we receive all the raw data?

To honor our data privacy commitment, we do not share raw data.

43. Can I add my logo to the report?

Yes. When you purchase a pack of 15+, we add your logo to the cover..

44. How do I get a roll-up report?

Contact Support@MyExcelia.com about how to purchase a pack of 15+.

Customer Support

Have an additional question? Contact support at: Support@MyExcelia.com.

Office hours are Monday through Friday, 8am-5pm PT.

Please allow 24 hours for a response, and 48 to 72 hours for special requests and changes to be completed.