Difference between revisions of "Customer Feedback"
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| − | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/customer-feedback/ Hornbill Document Library]. | |
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| + | [[file:hornbill-document-library.png|Customer Feedback|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/customer-feedback/]] | ||
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| + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > [[Services Request Configuration]] > Customer Feedback | ||
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== Introduction == | == 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. | + | 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. |
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| + | == Related Articles == | ||
| + | :* [[Service Details]] | ||
| + | :* [[Services_Request_Configuration|Services Request Configuration]] | ||
| + | :* [[Self_Service|Self Service]] | ||
| + | |} | ||
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| + | {{#ev:youtube|q6b4zbVIF0k|400|right}} | ||
With the Customer feedback feature, you can invite your customers to provide feedback on their requests once the requests are in a closed status. | With the Customer feedback feature, you can invite your customers to provide feedback on their requests once the requests are in a closed status. | ||
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If you have chosen a '''Type''' which requires options such as a Button List, it is at this point you will be able to define the available options which will be presented to your customers. | If you have chosen a '''Type''' which requires options such as a Button List, it is at this point you will be able to define the available options which will be presented to your customers. | ||
| − | : * '''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 '''Add Translation''' button and choose the additional language or languages you wish to provide the question in, and | + | : * '''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 '''Add Translation''' button and choose the additional language or languages you wish to provide the question in, and define the question and options in those languages. |
The same technique can be used to offer the available answers in different languages, by configuring each answer in the languages you require. | The same technique can be used to offer the available answers in different languages, by configuring each answer in the languages you require. | ||
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). | 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). | ||
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| + | : * You can easily choose to reorder how the questions are presented to the customer on the Customer or Service Portals, by simply picking up and dragging and dropping the questions into the desired order on the list of questions. | ||
| + | : * You can change the maximum number of questions which can be defined via the the admin tool. Under '''Service Manager > Settings''' and the '''app.request.customerFeedback.maxQuestion''' setting | ||
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| + | == Providing Feedback == | ||
| + | [[File:Customer_feedback.png|thumb|right]] | ||
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| + | On both the Customer and Service Portals, customer will see a new '''Awaiting Feedback''' option on their request lists, when one or more of their closed requests is awaiting feedback. There is also a '''Drop Down''' option on their request list views to move between Active, Closed and '''Awaiting Feedback''' requests. | ||
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| + | On opening a request which is awaiting feedback, the customer will be presented with the Customer Feedback pop up, presenting the options to complete the star rating and or any feedback questions which have been configured. The customer has three choices at this point: | ||
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| + | : * '''Submit''' - They can complete all or any mandatory questions and submit their feedback | ||
| + | : * '''Later''' - They can choose not to submit feedback at this time, and simply close the pop up - this feedback will then be presented again when they revisit the request | ||
| + | : * '''No Thanks''' They can choose not to provide any feedback, and the pop up will disappear and they won't be prompted again on this request for feedback. | ||
| + | |||
| + | == Viewing Feedback == | ||
| + | [[File:Review_Feedback.png|thumb|right]] | ||
| + | |||
| + | If a customer chooses to provide feedback, their feedback will be available on the request for them, and the owner or anyone else who has rights to view the request to see. A Collapsible panel will appear under the main details of the request, which will contain both the questions and the customers answers. | ||
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| + | == Reporting on Feedback == | ||
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| + | It is possible to use the reporting and advanced analytics options in the admin tool to create reports, measures and widgets to analyse the customer feedback received. | ||
| + | --> | ||
| + | [[Category:HDOC]][[Category:Videos]] | ||
Latest revision as of 00:06, 17 February 2024
This document can now be found at its new location in the Hornbill Document Library.
