Difference between revisions of "Customer Feedback"
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: * '''Question''' - As it will appear to the customer on the customer or service portal | : * '''Question''' - As it will appear to the customer on the customer or service portal | ||
| − | : * '''Type''' - Choose how the answer can be provided - Single or Multiline Text, Dropdown Box, Checkbox or Option Group, or a Button list (Configuring the choices as required) | + | : * '''Type''' - Choose how the answer can be provided - Single or Multiline Text, Dropdown Box, Checkbox or Option Group, or a Button list (Configuring the choices as required) |
: * '''Mandatory''' - Choose if the customer is required to provide an answer to this specific question before they can submit their feedback | : * '''Mandatory''' - Choose if the customer is required to provide an answer to this specific question before they can submit their feedback | ||
: * '''Language''' - By default the question will be created in the default language of your instance, if you wish to provide the question in different languages for your customers, simply choose the additional language or languages you wish to provide the question in, and create the question and options in those languages. The customer's language will automatically be picked up from their profile, and the questions presented to them in the correct language (if this has been configured, alternatively they will be presented in the default language for your instance). | : * '''Language''' - By default the question will be created in the default language of your instance, if you wish to provide the question in different languages for your customers, simply choose the additional language or languages you wish to provide the question in, and create the question and options in those languages. The customer's language will automatically be picked up from their profile, and the questions presented to them in the correct language (if this has been configured, alternatively they will be presented in the default language for your instance). | ||
Revision as of 09:23, 14 September 2016
Home > Service Manager > Services > Request Configuration > Customer Feedback
Introduction
To improve on the service you provide to your customers it is important to gather feedback from your customers on the level of service they have experienced when interacting with your teams. This feedback will enable you to highlight where exceptional services is being provided (and reward it), as well as highlight areas in which service could be improved and also if a consistent level of service is being provided overtime.
With the Customer feedback feature, you can invite your customers to provide feedback on their requests once the requests are in a closed status.
- Feedback can be requested and provided through the customer and or service portals
- You can include a link in your closure email templates directing customers to where the feedback can be provided
- Feedback can be requested in the form of a simple star rating and or configurable feedback questions
- Feedback can be enabled per request type (Incidents and Services Requests) and per service where it is required.
- Feedback requests can be open ended, or time limited
- Feedback information can be viewed on the related request and or reported against using the reports building and advanced analytics in the admin tool.
Enabling Customer Feedback
In each service record, under Request Configuration there is an option to enable Customer Feedback against each request type.
- By Default the Enable Star Rating will be enabled.
- By Default the Enable Questions will be disabled.
When configuring the customer feedback options, it is important to remember that you are only enabling or disabling the options for the specific request type, and against the specific service. Change configured here are not global and will not impact other request types on the same service or other services you offer.
- * Enable Star Rating - With this set to enabled, the customer will simply be able to provide a 1-5 star rating to feedback on the service they have received.
- * Enable Questions - With this enabled any questions which have been configured will be presented to the customer when they are providing feedback. If you do not wish to show configured questions to the customer, simply disable this option you do not need to remove the questions themselves.
- * Feedback Expiry - If required you can define the number of days the customer has to provide the feedback. If the value is set to 0, the request for feedback will NOT expire. If a number of days are selected, the request for feedback on a request will automatically be removed once the specified number of days has passed.
Creating Customer Feedback Questions
If desired you can configure up to 5 feedback questions.
To add a new Question, simply select the Add Question button and complete the configuration options.
- * Question - As it will appear to the customer on the customer or service portal
- * Type - Choose how the answer can be provided - Single or Multiline Text, Dropdown Box, Checkbox or Option Group, or a Button list (Configuring the choices as required)
- * Mandatory - Choose if the customer is required to provide an answer to this specific question before they can submit their feedback
- * Language - By default the question will be created in the default language of your instance, if you wish to provide the question in different languages for your customers, simply choose the additional language or languages you wish to provide the question in, and create the question and options in those languages. The customer's language will automatically be picked up from their profile, and the questions presented to them in the correct language (if this has been configured, alternatively they will be presented in the default language for your instance).