Path: Organization > Repair Center > Records / Customer Survey Tab
Use the Customer Survey Tab to generate one of two types of work performance evaluations: print or online. Surveys apply to the Repair Center. Completed evaluations provide feedback to management about the performance of the technician and the quality of the work performed. The feature is optional. Use the fields and Subtabs on the Customer Survey Tab to set up the customer survey. Be sure to check the Enabled check box.
Work orders eligible for a survey are selected at the interval you specify. The interval is called the Trigger Quantity, such as every 50 work orders.
Print forms are enabled only if you type questions on the Text Subtab. The printed questionnaire generates only once, the first time you print a work order. Look to the Work Order / Identity Tab—More Info Subtab for the Last Print Date field. If the field contains a date, it indicates the survey has been printed and will not print again. The questions from the Text Subtab are included on this evaluation. If the work order is printed and given to a technician, he or she can leave it with the customer who completes the form and sends the hard copy back to the Repair Center.
To record printed form results, go to the Work Order record to enter the answers using the Survey Results link on the Action Menu. The Transactions > Quick Post > Quick Post Survey Results is another way to track the results.
The Action Menu on the Work Order and Project windows includes a Send Survey link to send an e-mail survey for the selected work order or project or to send it again. If the survey has been sent in the past, an alert gives you the option to re-send the survey or cancel the action. Once a survey is completed, it cannot be submitted again. If you re-send a link for a completed survey, the person who attempts to complete the survey will get an error.
If the Text Subtab is blank, the system looks to the Work Order Question or Project Subtabs. In Edit mode, select from questions set up in Organization > Lookups / Customer Survey. Project surveys are available in online format only.
If you use online surveys, the system sends an e-mail to the address on the transaction when an eligible work order or project is completed. The e-mail includes a URL link to the survey questions. If you wish to change the WebTMA e-mail format, you can customize the message from the Repair Center / WO E-mail Tab–Customer Survey Subtab.
For those that have the iServiceDesk module, an iServiceDesk radio button is available for selection as the destination for the survey form. If your organization does not use the iSD module, the radio button is not visible. The default setting sends it to WebTMA.
If you use Range or Pass/Fail questions, you can also notify interested persons about low or failing rates. See Customer Survey Notification Options for more information.