FEEDBACK TEMPLATE MAINTENANCE

Using this option, the System AdministratorAdministrator is a set of individuals that administer the applicant/Affiliate entity. For example, Accountants, Authorized Signatories for organizations, Power of Attorney for individuals. can maintain the feedback templates by defining the feedback question, selecting the rating scale, adding new questions along with new options, selecting the transactions for which feedback capture needs to be enabled.

The administrator can also decide whether an additional question is to be asked for a scale weight and select the applicable options for the question.

How to reach here:

System Administrator Dashboard > Templates > Feedback Template
OR
Bank Administrator Dashboard > Others > Feedback Template Maintenance
OR
System / Bank Administrator Dashboard > Toggle Menu > Others > Feedback > Feedback Template Maintenance

Feedback Template Maintenance - Search

To search feedback template:

• In the Template ID field, enter an appropriate template ID if you wish to search by template ID.
• In the Template Name field, enter the name of the template to be searched.
• Select appropriate role(s) if you wish to search the template based on the parameter Applicable to Role.
• Click Search.
  OR
  Click Clear to reset the search parameters.
  OR
  Click Cancel to cancel the transaction.

• Click the link under the Template ID column. The Feedback Template Maintenance screen appears with the details of the feedback template i.e. template ID, template name, feedback question, question and option set along with the set of transactions for which template is applicable.

• Click against the respective section to edit the feedback template.
  OR
  Click Cancel to cancel the transaction.
  OR
  Click Back to navigate to the previous screen.

Feedback Template Maintenance - Edit

Using this option, the administrator can modify details in the feedback template i.e. update feedback question, change the rating scale, add new questions and options, add / remove transactions from the template.

To edit or modify feedback template:

1. Search the Feedback template by specifying different search criteria and click Search. The search results appear on the Feedback Template Maintenance screen based on the search parameters.
2. Click the link under the Template ID column. The Feedback Template Maintenance screen appears.
3. Click to edit the details in respective section of the feedback template. The Feedback Template Maintenance - Edit screen appears.
   OR
   Click Cancel to cancel the transaction.
   OR
   Click Back to navigate to the previous screen.
4. The administrator will be navigated to the respective section i.e. feedback template details or scale definition or select question or link transaction depending on the edit option selected against the respective section.
5. As part of feedback template details, feedback question, template ID, template name and applicable to role can be modified.
6. As part of scale definition, the administrator can change the rating scale.
7. As part of select question section, the administrator can add new questions and also add new options for existing as well as new questions defined.
8. As part of link transaction section, the administrator can add new transactions as well as remove existing transactions. Administrator can also add new options, to the existing questions associated to each scale weight of the rating scale applicable to general feedback as well as for transactions
9. Edit the required details in the respective section and click Save if you need to go to review page.
   OR
   Click Next, to go to the next step in the process and edit details wherever required.
   OR
   Click Back to go to the previous page.
   OR
   Click Cancel to cancel the transaction
   

• The Review screen appears. Verify the details, and click Confirm.
  OR
  Click Back to go to previous screen.
  OR
  Click Cancel to cancel the transaction.
• The success message with reference number appears.
  Click OK to complete the transaction.

Feedback Template Maintenance - Create

Using this option, the administrator can create feedback template for a specific user type i.e. retail / corporate by defining the details i.e. the feedback question, selecting the rating scale, addition of new questions along with options, select transactions for which the feedback capture needs to be enabled.

To create feedback template:

• Navigate to the Feedback Template Maintenance screen and click Create. The Feedback Template Maintenance - Create screen appears.
• In the Template ID field, enter the template ID.
• In the Template Name field, enter the name of the template.
• Select the role(s) for which the feedback template is applicable by selecting check box in the Applicable to Role field.
• In the Feedback Question field, enter the name of the feedback question.

• Click Next . The select scale screen section in the feedback template maintenance screen is displayed.
  OR
  Click Cancel to cancel the transaction.
  OR
  Click Back to navigate to the previous screen.

• In the Select Scale field, select the appropriate option.
• Click Next . The select question section as part of Feedback Template Maintenance screen is displayed.
  OR
  Click Cancel to cancel the transaction.
  OR
  Click Back to navigate to the previous screen.

• Click in the Options field to add more options to the existing questions.
• To add a new question, type the question in the text area in ‘Add another question’ and click the Add button.

• Once the question is added, click in the Options field to add answers to the newly added questions.

Note: Click to delete the newly added question.

• Click Next . The Feedback Template Maintenance screen is displayed.
  OR
  Click Cancel to cancel the transaction.
  OR
  Click Back to navigate to the previous screen.

• Select the applicable feedback type i.e. general or transactions or both.
• If you select General option, there will be a panel available to define questions along with options against each of the scale weights of the rating scale. It is not mandatory to assign a question to each scale weight.
• If you select Transaction option, there will be a panel available to select the transactions in the ‘Select transaction’ field and also define questions along with options against each of the scale weights of the rating scale. It is not mandatory to assign a question to each scale weight.
• Click Save to save the template information.
  OR
  Click Cancel to cancel the transaction.
  OR
  Click Back to navigate to the previous screen.

• The Review screen appears. Verify the details, and click Confirm.
  OR
  Click Cancel to cancel the transaction
  OR
  Click Back to go to previous screen.

FAQs

Can I define multiple feedback questions as part of the template definition?

No. Only one feedback question can be defined as part of the template and this will be asked to the business user on which he/she will rate. The same question will be applicable to General feedback and for transactions.

What is the relevance of the questions and option set defined as part of select question section?

The questions and options defined as part of the select question section are used for association to the scale weights if required which will be asked to the user on he/she selecting the weight on the rating scale as part of actual feedback capture.

Can I have separate questions associated at scale weight level for different transactions?

Yes, you will need to select and group transactions for which you wish to have common questions and options at scale weight level. Click on Add Another Transaction to add transactions that require different set of questions and options at scale weight level.

Can I remove the questions associated at scale weight level as part of edit?

No. Currently questions once defined can’t be removed.

Can the same feedback template be applicable to multiple roles?

Yes provided multiple roles have been selected in the ‘Applicable to Role’ field.

 

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