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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== Providing Feedback == | == Providing Feedback == | ||
| + | [[File:Customer_feedback.png|thumb|right]] | ||
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. | 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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== Viewing 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. | 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.
