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Using the Customer Satisfaction Survey in Siebel Energy (End User)

Customer satisfaction surveys allow end users to conduct a survey with the person who initiated a trouble ticket. If they have Chart Works Server (a third-party application) installed, a chart displays a measurement of the customer's satisfaction as they record the customer's responses. On a subsequent occasion, they can conduct another survey without overwriting existing survey records.

As part of closing a trouble ticket, end users can conduct a customer survey in person, or they can use the Correspondence screen to send a letter and survey to the originator of a trouble ticket. When they mail a survey, an activity is automatically generated for the mailing.

For information about using the Correspondence screen to send out customer satisfaction surveys, see Applications Administration Guide.

To conduct a customer survey

  1. Navigate to Trouble Tickets > Trouble Ticket list.
  2. In the Trouble Ticket list, click the Ticket Id of the trouble ticket.
  3. Click the Customer Satisfaction Survey view tab.
  4. Scroll down to the Survey Details form, and add a record.
  5. Ask each of the questions on the Survey form and record the customer's answer for each field.
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