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Siebel eEnergy Guide > Service Requests and Trouble Tickets >

Using the Customer Satisfaction Survey

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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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