Service desk

Do you have a question, or a problem with the Coaching Monitor? Please fill in the form below to contact our Service desk. You will then receive a response through email.

You can also view our FAQ, or call the NOBCO on 033-2473428.

Frequently Asked Questions (FAQ)

General:

Using the Coaching Monitor:

General

- Do I need additional software or hardware?

You only need a computer, smartphone or tablet with an active internet connection to use the Coaching Monitor. No additional software or hardware are needed. The Monitor is entirely web-based and accessible to the coach 24/7 through the coach account. Clients do not need an account to complete the questionnaires online.

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- What about privacy and security?

In developing the Coaching Monitor, protecting the users’ privacy and ensuring a secure environment have been a priority. The NOCBO/EMCC-NL’s Global code of Ethics applies to usage of the Monitor without prejudice. The Monitor has been registered with the Dutch Data Protection Authority under registration number: m1551631.

For each evaluation, the client is explicitly asked for permission to use his or her personal information for evaluation purposes and (academic) research.

The Coaching Monitor uses an advanced login option with username and password, which are only issued to the user. Passwords are not stored by NOCBO/EMCC-NL. All data are sent with sophisticated Secure Sockets Layer (SSL) encryption and saved in its encrypted form on servers located in the Netherlands.

For more information about this, please read our Privacy Regulations (PDF)

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- How much does it cost to use the Coaching Monitor?

Using the Coaching Monitor is completely free for clients.
Coaches can purchase a one-year licence for € 399 (excl. VAT) and evaluate an unlimited number of clients. NOBCO/EMCC-NL coaches receive 100% discount on their licence. Organisations can purchase an organisational licence. For more information about this type of licence, please contact the NOBCO/EMCC-NL secretariat.

Please note: are you a coach but not a member of NOBCO/EMCC-NL? Then join the NOBCO/EMCC-NL for only € 320 per year and you will be allowed to use the Coaching Monitor for free. 

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- How complicated is using the Coaching Monitor?

The largely automated Coaching Monitor is easy to use. This means that you as a coach only need to perform a limited number of actions. (Interim) results are also calculated automatically by the system. You therefore do not need a vast knowledge of evaluation research. The results overviews and reports briefly explain what the numbers represent and how they can be interpreted.


- Which questionnaires are used within the Coaching Monitor?

A number of different questionnaires are used within the Coaching Monitor at different times. The measurement instruments used within the Coaching Monitor are briefly summarised here: Measurement instruments

An extensive ‘Sources document’ is available, explaining, justifying and commenting on the rationale behind the composition of the Coaching Monitor. This document can only be accessed through the Coaching Monitor ‘Library’.

A number of social and behavioural scientists have been involved in the development of the Coaching Monitor, and the NOBCO/EMCC-NL’s Scientific Research Committee has acted as a sounding board.

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- Is the Coaching Monitor suitable for short coaching tracks?

Yes, the Coaching Monitor is suitable for coaching tracks with different time spans. A coach can determine himself when and at what point during the coaching an evaluation questionnaire is sent. The coaching may also prove to yield successful results or reach the final goal more quickly than was anticipated at the start of the coaching. An interim evaluation may therefore not be necessary anymore. For this reason, when sending the second set of questions, it is possible to choose whether you wish to send an interim or a final evaluation. This makes the Coaching Monitor a good tool for evaluating short coaching tracks too.

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- Is the Coaching Monitor available in other languages?

Yes, the Coaching Monitor is available in two languages. The entire Monitor is available in Dutch and in English. The Dutch and English languages can be set in two ways.

  1. As the default language, displaying the coaching profile including all texts, the entire Library contents and all questionnaires in Dutch or English.
  2. Per client, so that the coach’s profile remains Dutch or English, but the coach can indicate for each new client whether the language should be English or Dutch.

At present, the Coaching Monitor is not available in other languages. Should the need for other languages rise, then the number of languages will be extended.

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- Does the Coaching Monitor have 360-degree or peer feedback options?

Yes, in addition to questionnaires for the coachee, it is possible (with permission) to send questionnaires to a third party to involve him/her in the evaluation. This might be a manager, a sponsor, teammates, clients, family members, etc. The number of third parties can vary from 1 person to large teams. It concerns scoring and evaluating the goals set by the client (both qualitatively and quantitatively). The peer feedback forms can be sent at different times and completed (anonymously if desired), incorporating the results in the final reports.

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- Is the Coaching Monitor suitable for internal coaches and organisations?

Yes, it is possible for multiple coaches within an organisation (internal coach pool) to collaborate and to collect data at an organisational level about all coaching tracks. In this way, the total results and the results for each team, department, division or the entire organisation become visible. The individual quality of a coach within the pool also becomes visible. With this kind of licence, it is also possible to combine adapted (organisational) questionnaires with the basic questionnaires. External coaches collaborating for one client can also use this coach pool option to clarify the results of their coaching.

Please note: this option comes at additional costs and is not commonly available within a coach account. For more information about this option, please contact the NOBCO/EMCC-NL secretariat.

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- Is it possible to add your own question(s) or questionnaire(s)?

Yes, but only for internal coach pools within larger organisations. These can be integrated within existing questionnaires in the Coaching Monitor.

Please note: this option comes at additional costs and is not commonly available within a coach account. For more information about this option, please contact the NOBCO/EMCC-NL secretariat.

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- Can students use the Coaching Monitor?

Yes, students in a coaching program with EQA accreditation can use the Coaching Monitor through their own institute.

For more information about this option, please contact the NOBCO/EMCC-NL secretariat.


Using the Coaching Monitor:


- How do I start using the Coaching Monitor?

Are you registered with NOBCO/EMCC-NL? Then you can easily activate the ‘Coaching Monitor’ option within your own profile on the NOBCO/EMCC-NL website’s intranet page. Set this option to ‘Yes’ and choose ‘Save’. Within 24 hours, you will automatically receive login information and a manual. After that, the Coaching Monitor is ready for immediate use.

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- What is the ‘Library’ in the Coaching Monitor?

Within your coach account, you will find the ‘Library’ tab. This contains all relevant documents pertaining to the Coaching Monitor. This includes:

  • Source documents and background articles about the Monitor,
  • A number of manuals and instruction videos,
  • Logos and other documents for promotional and marketing purposes.
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- My client is not receiving questionnaires. How is that possible?

Every questionnaire is sent as an email invitation to the client by the Coaching Monitor system. It sometimes happens that this email does not reach the recipient even though the email address is correct. In this case, please go through the following steps:

  1. Check whether the client profile contains the client’s correct email address.
  2. Let the client check their SPAM folder (unsolicited email) in their email programme to see if the invitation was received there.
  3. Try another email address. Replace your client’s email address in the client profile with another email address (do not forget to save) and resend the questionnaire (choose the ‘Action’ button behind the client’s name to ‘send reminder’. A reminder email with an invitation to complete the questionnaire is then sent to the new email address.
  4. Should all of these options fail, then deactivate the client profile and create an entirely new client profile with an alternative email address.

Additional information:

Sometimes, automated email messages sent from the Coaching Monitor are blocked by free email providers such as Gmail, Hotmail, Yahoo, etc. In this case, the email messages are viewed as SPAM (unsolicited email) and moved to the SPAM folder within the receiver’s email application. This may also happen at companies where the email settings are relatively strict. Because of this, it is sometimes difficult to determine why an email is not accepted. What can help in a situation like this is to use another email address and test whether or not this works.

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- How do I know whether or not a client has completed the questionnaire?

The Coaching Monitor has three ways of indicating this.

  1. In the user overview, you can find four grey circles behind the client’s name (three in case of a short coaching track). Every circle represents a questionnaire. When the first questionnaire is sent, the circle shows a red rim. If you move your mouse over the circle, you see a text field with the date on which the questionnaire was sent. The moment a client has completed a questionnaire, the circle shows a full red circle*.
  2. Once the client has completed the final question of the questionnaire, you receive an email notification that your client has completed the questionnaire. This email contains the client’s name and the title of the questionnaire as well as a link to the completed answers.
  3. Once the client has completed the questionnaire, the answers appear in the client profile in the coach account.

* In case the client does not complete the questionnaire directly, a reminder is automatically sent by the Coaching Monitor after 10 working days and the red rim changes into a yellow rim. You can also send reminders manually using the action button behind the client’s name. In case a client starts the questionnaire, but does not complete it, half of the circle with the red rim turns red. After the client continues with the questionnaire and fully completes it, the circle turns all red. Because of this visual representation, it is possible to see a questionnaire’s status at a glance.

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- Can a client change answers afterwards or change or add goals?

A completed questionnaire cannot be adapted or changed afterwards. Once the ‘next’ button at the bottom of a page within the questionnaire is clicked, the answers to these questions will be sent to the Coaching Monitor database directly. A disadvantage is that answers cannot be corrected; an advantage is that no answers are lost in case the internet connection (unexpectedly) fails.

Adding or changing goals:

It is possible to change, delete or add new goals after completing the first questionnaire. This is a standard option in the 2nd and 3rd questionnaire. This built-in flexibility allows the evaluation process to match any practical developments in the coaching track.

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- Can a questionnaire that has been sent be revoked?

Once a questionnaire has been sent to a client, it is not possible to revoke it. You can, however, stop the evaluation by deactivating the client’s profile in your coach account. Please see: Terminating evaluation.


- How do I terminate or suspend an evaluation track with a client?

In case your client, for whatever reason, no longer wishes to participate in an evaluation, you can simply terminate the evaluation track by deactivating the client profile. From that moment on, no questionnaires can be sent to the client in question and he or she will disappear from your overview of active evaluation tracks. Your client does not need to do anything.

You deactivate a client profile by choosing the ‘action’ button behind the client’s name and selecting ‘deactivate’. This is also the way to reactivate a client’s profile, should this be relevant.

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- I want to restart an evaluation track or start a second track with the same client. Is that possible?

It could occur that you wish to entirely restart an evaluation track or start a new evaluation with the same client in a subsequent coaching track. This is possible within the Coaching Monitor, but unfortunately not with the same client profile. You will have to create a new client profile for the same client. It is important to use a different email address for your client, because you can only use an email address for one client profile within the Coaching Monitor. There is a simple workaround for this problem. Take the following two steps:

  1. Go to the current client profile and add a number, for example a ‘1’ to the client’s email address and choose ‘save’. From this moment onwards, the email address can be re-used. If you wish, you can deactivate this profile using the ‘Set as inactive’ function under the ‘Action’ button.
  2. Create a new client profile (this can be the same name as in the old profile) and add your client’s original email address. You can now send the first questionnaire.
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- The ‘Add peer’ button is grey and does not work. How is that possible?

When the ‘Add peer’ button within the client profile is grey, it is not possible to add a peer. Adding a new peer (reference) within a client profile is only possible when the first questionnaire has not yet been sent to the client in question. This is because information from this first questionnaire is necessary for peer evaluation. Because of this, adding peers afterwards is not possible. Would you like to use the Peer option? Then make sure you create peers within the client profile before sending the first questionnaire to the client in question.

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- I cannot use the Peer option to send questionnaires. Why not?

It is not possible to send questionnaires with the Peer option. Should you wish to use the Peer option, all you need to do is add the peer’s/peers’ email address(es) to your client’s profile. After that, the Coaching Monitor will automatically send peer questionnaires. No further action is required.

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- The peer is not receiving questionnaires. How is that possible?

Every questionnaire is sent as an email invitation to the peer by the Coaching Monitor system. It sometimes happens that this email does not reach the recipient even though the email address is correct. In this case, please go through the following steps:

  1. Check whether the email of the peer is correct.
  2. Let the peer check their SPAM folder (unsolicited email) in their email programme to see if the invitation was received there.
  3. Try another email address. Replace the peer's email address with another email address (do not forget to save) and resend the questionnaire (choose the ‘Action’ button behind the peer’s name to ‘send reminder’. A reminder email with an invitation to complete the questionnaire is then sent to the new email address.
  4. Should all of these options fail, then deactivate the client profile and create an entirely new peer with an alternative email address.

Additional information:

Sometimes, automated email messages sent from the Coaching Monitor are blocked by free email providers such as Gmail, Hotmail, Yahoo, etc. In this case, the email messages are viewed as SPAM (unsolicited email) and moved to the SPAM folder within the receiver’s email application. This may also happen at companies where the email settings are relatively strict. Because of this, it is sometimes difficult to determine why an email is not accepted. What can help in a situation like this is to use another email address and test whether or not this works.

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The Coaching Monitor is a product of the Dutch Association of Professional Coaches (NOBCO) and the European Mentoring & Coaching Council (NOBCO/ EMCC-NL)
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