Feedback
The Feedback configuration in Oracle’s WMT allows companies to gather customer opinions after a service visit by enabling rating and survey options directly within the WMT interface. This ensures customers can quickly share their experience once the technician’s job is completed, providing businesses with valuable insights into service quality.
Business Benefits
- Improves customer satisfaction by giving customers a voice.
- Provides measurable insights into technician performance and service quality.
- Helps identify training needs or process improvements.
- Enhances brand reputation by demonstrating a commitment to customer experience.
- Enables real-time monitoring of service feedback to quickly address issues.
Use Cases
- A customer receives a prompt to rate their mobile worker immediately after the appointment.
- Service managers review feedback scores to identify top-performing mobile workers and recognize them.
- Negative feedback automatically triggers a follow-up from customer support to resolve issues.
- Operations teams analyze feedback trends to adjust scheduling, communication, or mobile worker training.
- Companies use survey data to enhance overall customer experience strategies and align with KPIs.
To add the Feedback page:
| Field Name | Action or Description |
|---|---|
| Enable feedback | Select this check box to let your customers send
feedback. Your customers can see the
Feedback page even after the
appointment is completed. You can configure the duration for
which the page is available using the Allow
offline sync and update activities after overnight
within the following amount of hours setting
on the Business Rules page. The
duration within which your customers can save the feedback
is calculated as the sum of the values of the
Overnight work and
Allow offline sync and update activities
after overnight within the following amount of
hours settings on the Business
Rules page and your organization's time zone
difference. If the Allow offline sync and update activities after overnight within the following amount of hours setting isn't enabled, or the time range that's specified on the Business Rules page is over, then the Feedback page isn't displayed. |
| Feedback mode | Select how you want to receive the feedback. You can choose from Comment and Rating, Comment, and Rating. |
| Property for saving comments | Select the property that you want to use to store the comments. Use only string type of custom activity properties for comments. |
| Property for saving rating | Select the property that you want to use to store the ratings. Use only integer type custom activity properties that have the GUI as Text for ratings. |
| Localization | Change the text that you want to display on the Feedback page. For more information on this, see Localization. |