Surveys

After order completion the customer can rate the service and provide feedback by responding to a survey.

Open

Survey entry point on order view

Survey questions

The survey questions can be defined in the VSS->Service-> Service Resource Scheduling->Customer Portal->Customer Satisfaction Survey->Define Questions IMG node.

In the question definition it’s required to specify one of the listed response types:

• yes/no

• satisfaction level in certain range

• open text

In case of satisfaction level question, it’s possible to describe the meaning of lower and upper ends.

Open

Sample questions definition

Satisfaction level range definition

By default the satisfaction level is measured in the range of 0-10. The maximum possible level can be changed in the VSS->Service-> Service Resource Scheduling->Customer Portal->Customer Satisfaction Survey->Define Max Value of Satisfaction level IMG node.

Survey definition

The survey definition specifies the questions that are to be asked. It can be maintained in the VSS->Service-> Service Resource Scheduling->Customer Portal->Customer Satisfaction Survey->Define Survey IMG node.

Survey determination

Survey determination is based on the lean condition technique.

It can be customized in the VSS->Service-> Service Resource Scheduling->Customer Portal->Customer Satisfaction Survey->Survey ID Determination IMG node.

The following fields can be used for the determination:

• Company Code

• Plant

• SRS Hierarchy ID

• Sales Organisation

• Division

• Distribution Channel.

By default the access sequence is defined as follows:

• by Plant

• by Hierarchy ID

• no criteria