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Siebel eEnergy Guide > Service Requests and Trouble Tickets >
Using the Customer Satisfaction Survey
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.
To conduct a customer survey
- Navigate to the Trouble Tickets screen.
- Select the trouble ticket.
- Click the Customer Satisfaction Survey view tab.
- Scroll down to the Survey Details form, and add a record.
- Ask each of the questions on the Survey form and record the customer's answer for each field.
To send out a customer satisfaction survey
- Navigate to the Trouble Tickets screen.
- Select the trouble ticket.
- From the application-level menu, select File > New > Correspondence.
- In the Correspondence list, add a record.
- In the Template field, select the appropriate customer satisfaction survey template.
- Complete the remaining necessary fields in the Correspondence form.
Some fields are described in the following table.
Field Comments Label Template A template for the mailing labels. Fulfillment Center The department or company that will handle mailing the survey.- To add another recipient, add a record in the Recipients list.
- To include an enclosure:
- In the Enclosures list, add a record.
- In the Add Literature dialog box, select a record and click Add.
- In the Correspondence list, click Submit to send the survey.
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Siebel eEnergy Guide Published: 23 June 2003 |