Path: Organization > Lookups > Customer Survey
Use the Customer Survey lookup to create one of five different survey question types for electronic surveys. The choices are Yes/No, Pass/Fail, Essay, Range (for example, 1 to 10 in customer satisfaction), and Multiple Choice. By default, the Yes/No survey is selected, and the only required field is the Question.
Type a question in the Question field and select the radio button for the desired type. To give customers the opportunity to add more feedback for non-essay questions, check the Comment box. When Comment is checked for a question, an additional Comment field is available on the questionnaire. The Comment field is not enabled for Multiple Choice questionnaires.
Be sure to check at least one of the Applicable Transactions such as Work Order and Project. Without an applicable transaction, the question is not available for selection for any repair center. The Multiple Choice Type is not available with Class and Program Transactions.
The Range and Multiple Choice Question Types include an opportunity to change the Layout of the questionnaire. You can choose Horizontal w/ Grid (lines), Horizontal w/o Grid, Vertical, and Dropdown List.
When you click the Add Value link, notice that the Range selection includes a Value field that relates to the 1 to 10 (or your preference) scale. The Multiple Choice field is labeled Sequence # to allow you to arrange these lines in whatever order you wish. Be sure to include text in the Response Verbiage field to explain the option.
Click the Update link after you enter the values and text in order to save your entries in the grid and continue adding more selections.
Use the Repair Center Tab to select the centers that can select this question. Unless you designate eligible repair centers, the question is not available for addition to a questionnaire.
Once you have created these survey items, Subtabs on the Repair Center / Customer Survey Tab are used to create an item-based list for the questionnaire. You can create separate questionnaires for projects and work orders from the Repair Center window.
If your organization uses the optional Training module, add student survey questions to the Customer Service Lookup window as well.