Alert for customers who have not submitted a survey response recently, and the technician is dispatched to a service call for the customer.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert is designed to increase the response rate to our closed call survey ID109 (our most popular process). We've had a few clients implement policies where the tech mentions to the customer that they will be getting a survey request, highlights the importance of feedback to get the customer a better level of service, and encourages the customer to respond with what we could have done better. We even have a couple who not only bonus on the response to “Rate our technician overall,” but also bonus based on the number of responses to survey requests. This has a big impact on the number of responses. This alert will notify the technician when they are dispatched to a call where the contact has not responded to a survey in a specified number of days, so that the tech can stress the importance of feedback.
The alert is looking at Customer Level (not Equipment Level) - it's considering the Customer on the call and when/if at all, was the last time they submitted a survey response.
Run Schedule: Every 15 Minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Number of Days - The number of days since the customer last submitted a survey to trigger the alert. The default value is 30.
Variable X: Customer Numbers to Exclude - List any customer numbers to exclude the alert from triggering on.
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Alert Functionality
Alert Functionality
1. The alert triggers when the call is in the Dispatched status.
2. The alert will only trigger on the call once.
3. The alert will check for the last survey response from the customer on the service call. When the difference between the last response date and the date the alert is running is greater than the value in Variable W, the alert will trigger.
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Best Practices & Tips
Best Practices & Tips
1. Use the Survey Dashboard to check response rates on surveys.
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Related Alerts
Related Alerts
ID109 - Service Call Survey
ID220 - Sales Order Survey
ID312 - Equipment Install Survey
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