Feedback and Net Promoter Score (NPS)
What is Feedback?
The Feedback feature is a way for Scheduler users to submit support cases directly to the NetSuite support and product teams. Users can pick one of the 4 feedback types to send concerns, help requests, questions or suggestions and include a message. This provides more opportunity for users to engage and be heard, and they can do it without leaving the application.
The support case created automatically includes other information such as product version, account id and the user who becomes the contact for the support team. Cases created through Feedback follow the customer's agreed support policy. The customer's administrator can view those cases on the Customer Portal. Feedback sent from a Sandbox account also creates a case on the NetSuite account.
By default, the feature is enabled and shows all the supported types. For reference, see the default configuration on routes/scheduler.feedback.
Feedback Types
There are 4 supported types. Currently, adding more types is not supported. The default selected type is feedback.
|
Type |
Description |
|---|---|
|
Feedback |
This can be any thoughts on the software or about experiences the users are having while using the software. |
|
Help |
This is for asking for help on a particular problem or something that the user needs assistance on. |
|
Suggestions |
This is for any suggestions on how the software can be better or any other features that can be implemented on the software. |
|
Questions |
This is for asking questions about any part of the software. |
Disabling the Feature
Some customers may have a specific process on submitting support cases. As such, they may choose to disable the Feedback.
To disable this feature, set the enabled property to false. The feedback button will be removed from the main menu.
{
"feedback": {
"enabled": false
}
}
Changing the Default Feedback Type
The default feedback type can be changed by setting the default property with the id of the feedback type. In example below, we are setting default to suggestion.
{
"feedback": {
"default": "suggestion"
}
}
Hiding a Feedback Type
Any type can be hidden from the feedback screen by setting it to null in config. In the example below, help is being hidden.
{
"feedback": {
"type": {
"help": null
}
}
}
What is Net Promoter Score (NPS)?
Net Promoter Score is a score to measure customer experience. Users score from 1 to 5 based on how likely they will recommend the product and can also include an explanation if they want. It pops up periodically, and also whenever Scheduler users submit feedback.
When a score is submitted, an NPS record is created in the NetSuite account, which includes information such as product version, account id, customer and the user who submitted it. This feature is enabled for Production accounts only. For reference, the default configuration can be found on routes/scheduler.netpromoterscore.
NPS Request Frequency
Field Service Management requests an NPS in two ways:
-
As a popup, every 90 days, or
-
After the user has submitted any feedback through the Scheduler.
An NPS form pops up on the Scheduler 90 days after the NPS start date. From then, the popup reoccurs every 90 days after last submit. An NPS form also shows up after the Feedback form 30 days after the start date and reoccurs every 30 days after last submit. In both instances, users can ignore the prompt, and it will show up again after 30 days.
The start date and recurrence periods are defined on the customer license and can be changed by request. If the start date is not specified, the date when the Scheduler is launched with this feature is considered the start date.
Disabling the Feature
The feature can be disabled by setting the enabled property to false.
{
"netpromoterscore": {
"enabled": false
}
}