Sends an emailed survey for equipment delivery calls.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Often, a client will want to survey their customer after equipment has been delivered. This survey has questions based on the interaction with the delivery team, basic training provided by the team, and the customer's overall satisfaction at the time of delivery. In order to utilize this survey, you must be using the dispatch console in e-automate to enter a service call for the delivery of the equipment. The survey will be sent for all calls with the call type you have specified in Variable W, which indicates the call is a delivery/install call. The cover email and the questions are all customizable.
There are also four cloned outputs of this survey (ID779/ID780/ID781/ID782) that can be used for additional survey options or branches that may need different settings, verbiage, or other details.
Run Schedule: The alert runs every evening and will send only one survey per contact. This prevents the contact from receiving more than one survey when multiple machines are installed.
Type of Output: A "customer-facing alert" email that is sent to your customers.
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Sample
Sample
Default Survey Questions can be customized as needed:
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Variables
Variables
Variable Y: Contact Category - Name of the contact category you would assign to a Contact Record to turn the survey off for that specific contact only.
Variable Z: All Surveys or Targeted - This variable controls how many Survey Responses from your customers you want to receive. You have the option to only receive a response if someone rates you at or below a target value and/or leaves a comment. Defaults to 'All' to receive all responses, leave blank if you only want to receive responses below a target.
Variable W: Number of days to wait - Number of days alert waits to send the survey out AFTER the call has been invoiced, default is 1 day (24 hours).
Variable 1: Call type for delivery calls - Required, specify the call types that indicate a call is an equipment delivery.
Variable 5: Branch locations to include - Enter Branch Number(s) to trigger on, separate by comma, or leave blank for ALL.
Variable X: Customer Custom Property - Custom property attribute on customer record to disable the survey.
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Alert Functionality
Alert Functionality
Key Criteria that this process considers:
- Call Types: This survey specifically sends for equipment delivery calls, specify in variable 1 the call types in e-automate that indicate a call is for equipment delivery.
Review your current call types in EA under Tools / Lists & Codes.
- The alert waits one day (24 hours) after a call has been invoiced before sending the email. There must be NO open calls or reschedules in the system for that equipment. If there is an open call, no survey will be sent on that first call, however, it will be sent on the second call once it is invoiced (one day/24 hours after). This time frame is set in Variable W. The default is 1 day and is our recommendation.
- The service call must have a contact record with an email linked in the "caller contact" field. See ID87 and ID188, which will ensure your dispatchers are entering emails on calls.
You can create a new contact by clicking on the down arrow in the Caller contact field and then selecting new:
Fill in the contact information to create the new contact:
Note that while it is best practice to select the preferred contact method of Email HTML, it is not required for ID778 to work. ID778 will work on any preferred contact method selection.
- Option to Turn OFF surveys for a specific customer who requests to stop receiving them. This is either set for a specific contact record OR the entire customer account by using custom properties. See link for more info. We have found that most customers like being updated, and if they know the survey is optional and you don't expect feedback every time, they are more likely to keep it active. See more info here on the best way to handle.
To turn off the survey for a customer in Customer Record set ZDNSInstSurvey to Yes:
To turn off a Contact Record, assign the Contact Category ZDNSInstSurvey:
Note that in the default format of surveys, if you use the Parent/Child location setup, updating the parent customer will not disable all child locations. Email help@ceojuice.com if you would like us to make that change to include all sub-locations when opting out the parent account.
- Survey responses are sent to the emails listed in the To/Cc/Bcc of ID778 and any of the check boxes you select. Remember to make sure the 'from email' you use is a monitored email in case a customer replies to the email with a question.
Survey Questions
The cover email and survey questions can be customized, however we suggest you start with our template. We give you a Dashboard where you can see what questions are being answered and the percent that are ignored. We do not set any question as mandatory.
You can email help@ceojuice.com to make any modifications to the questions.
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Best Practices & Tips
Best Practices & Tips
- Option to include Face Emoji options as a selection in the cover email for your customers to select their satisfaction, see more here
- If a customer requests to 'opt out' from receiving the surveys, we recommend sending our template email to confirm their request. More here, 90% of customers keep the surveys on after reading this.
- Check the From email on the subscription. We recommend using a monitored email to send these out in case a customer replies to the email with a question.
- As previously mentioned, the cover email is fully customizable. Add logos, links to different social media platforms, or perhaps promote an upcoming event that your company is hosting.
Why does it seem that not every service call is being sent a survey
We get this question a lot. A few points to note about how the default service call works:
- Only sent out on service calls with a call type specified in variable W.
- Only sent on a call that is not a rescheduled call, or no new call is opened up for that same equipment within 24 hours of the first call being invoiced. We wait 24 hours after the call is invoiced, before sending out a survey as long as no new/rescheduled call is in the system.
- A call must have a contact/email linked in the service call, 'caller contact' field in order to send the survey.
- Will not send if either the customer or the contact in EA has been "opted out" from receiving the survey. Click link to see where this is set.
If you believe these criteria are correct and you are still missing surveys from being sent out, email help@ceojuice.com with an example of a call, and we will confirm the details as to why a survey was not sent.
Contact Category Setup
Contact Category Setup
You can also exclude specific contacts from receiving the survey using a contact category. The contact category name is set in variable Y. The default name for the category is ZDNSInstSurvey
To create a contact category, go to Tools - Lists and Codes - Contact categories:
Custom Property Set Up
Custom Property Set Up
Attribute name: ZDNSInstSurvey
Description: Exclude Customer from ID778 Equipment Delivery Survey
Data type: Yes/No
When this custom property is set to Yes on a customer record, that customer will not receive the ID778 survey:
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Related Alerts
Related Alerts
ID87 - Reminder to link a contact on service calls
ID109 - Service Call Survey
ID188 - Daily Summary of Service Calls with and without Caller Contact
Additional equipment delivery call survey cloned IDs: ID779/ID780/ID781/ID782. Use these IDs to send different questions depending on call type or by branch.
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