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Customer Feedback

To improve the service provided to your customers it is important to gather feedback on the level of service they have experienced when interacting with your teams. The Customer Feedback feature allows a customer to provide feedback on each incident or service request after it has been closed. This feedback will enable you to highlight where exceptional services are being provided, as well as highlight areas where improvements can be made.

With the customer feedback feature, you can invite your customers to provide feedback on their requests once the request has been closed.

  • Feedback is provided through the Customer Portal and the Employee Portal.
  • 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 configurable feedback questions.
  • Feedback can be enabled for incidents and services requests.
  • Feedback on a request can be open-ended or time-limited.
  • Feedback information can be viewed on the related request or reported on using the reports and advanced analytics.

Enabling Customer Feedback

In each service record, under Request Configuration, there is an option to enable Customer Feedback on incidents and service requests.

  • 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. Changes configured here are not global and will not impact other request types on the same service or other services you offer.

Enable Feedbac

  • Enable Star Rating
    With this enabled, the customer will simply be able to provide a 1-5 star rating to feedback for the service they have received.

    Tip

    The Star Rating has the label Please rate our service to you. This label can be changed using the Service Manager Translations. Star Rating

  • 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.

Tip

The Star Rating is saved to the request record as a value between 1 and 5. In the request’s workflow the Get Request Information Automation can retrieve this value and then perform some actions based on the feedback. For example, a request with a low feedback value might result in an email or notification being sent to the owner, or the owner’s manager.

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 employee portal.
  • Type
    Choose how the answer can be provided - Single or Multiline Text, Dropdown Box, Checkbox or Option Group, or a Button list.
  • Mandatory
    Choose if the customer is required to provide an answer to this specific question before they can submit their feedback.

If you have chosen a type that requires options such as a Button List, it is at this point you will be able to define the available options that 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 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 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).

  • You can easily choose to reorder how the questions are presented to the customer on the Customer or Employee Portals, by simply 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.

Providing Feedback

On both the Customer and Employee Portals, customers 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 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:

  • 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

The feedback provided by the customer will be available on the request for them, the request owner, or anyone else who has the right to view the request. A collapsible panel will appear under the main details of the request, which will contain both the questions and the customer’s responses.

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