Overview: Negative Feedback

The Negative Feedback Notification feature in Oracle Fusion Field Service enables dispatchers or designated helpdesk teams to be automatically alerted when customers submit low ratings (for example, 1–2 stars) using the Where’s My Technician (WMT) feedback page. By using Message Scenarios with configured blocking conditions, this process ensures that negative feedback is addressed promptly, improving service recovery and customer satisfaction.

Business Benefits

• Rapid Response: Immediate awareness of dissatisfied customers enables faster resolution.
• Improved Service Quality: Continuous monitoring of customer feedback allows for quick corrective action.
• Operational Efficiency: Automated alerts reduce manual monitoring and intervention.
• Brand Reputation Protection: Proactive customer engagement helps mitigate potential public complaints.

Use Cases

• Notifying a helpdesk group when a customer leaves a low-rating after service completion.
• Triggering internal escalation workflows for follow-up calls or corrective actions.
• Assigning different helpdesk groups for different service types or lines of business.
• Initiating customer chat interactions to resolve negative experiences in real time.