Service - CRM Survey Responses Real Time

Description

Once a service request is closed, a survey is sent out to the SR's primary customer contact to respond with their feedback on various aspects of the service experience such as issue resolution, timeliness and agent knowledge and responsiveness. This subject area makes it possible to build insightful reports that help obtain a summarized view of survey responses for the specific questions in a survey. The aggregated response measures serve as a barometer for Service Managers and Executives to gauge how well the team and service organization have been successful in meeting their customer expectations. A comparison of survey response measures across customer regions, products, teams, service categories and other service organizational entities helps in identifying areas for improvements.

Note: The subject area can be used for both service and employee help desk survey reporting

Business Questions

This subject area can answer the following business questions:

• What is the most frequent positive feedback we get from our customers? Most frequent negative feedback?

• Are satisfaction levels showing a declining trend over time? What specific account regions contribute to this?

• Is our resolution performance for escalated issues worse or better than non escalated issues?

• What is the overall satisfaction levels of our customers with regards to issue resolutions?

• What are the response scores for customer where we have not met SLA's?

• Which of our product lines most frequently receive suggestions for product improvements?

• Have we kept our strategic customers happy? If not, where can we improve - in timeliness, better first time resolution, etc.?

• What aspects of service delivery are customers most happy about? Which ones are they most unhappy about?

• Do one or more of the agents in my team need training to improve customer communication skills?

Job Roles

The following job roles secure access to this subject area:

• Channel Account Manager

• Channel Administrator

• Channel Operations Manager

• Channel Partner Manager

• Channel Partner Portal Administrator

• Channel Sales Director

• Channel Sales Manager

• Customer Relationship Management Application Administrator

• Customer Service Manager

• Customer Service Representative

• Human Resource Help Desk Administrator

• Human Resource Help Desk Agent

• Human Resource Help Desk Manager

• Sales Administrator

Duty Roles

The following duty roles secure access to this subject area:

• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Agent Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty

• Partner Channel Administrative Transaction Analysis Duty

• Partner Channel Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

• Service Managerial Transaction Analysis Duty

• Service Transaction Analysis Duty

Primary Navigation

Navigator > Service > Service Requests (Note: No navigation path for survey data as the UI is on external survey tool and data is sourced via REST API)

Time Reporting

This subject area reports historical data.

Time dimension is linked to Service - CRM Survey Requests Real Time."Service Request Secondary Dates"."Open Date" or Service - CRM Survey Requests Real Time."Service Request Secondary Dates"."Close Date" or Service - CRM Survey Requests Real Time."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Survey Question/Answer

Special Considerations

Survey specific data is sourced from an external survey tool of choice via REST API. SR, product, account employee, BU and other service related data are from the Oracle B2B Service application