Customer Surveys Overview WebTMA7

Customer Surveys are an optional feature that helps you evaluate work performance by Repair Center. You can send a survey after a set number of Work Orders or for every Work Order from a Repair Center.

You can send Customer Surveys electronically or print them. Electronic surveys are sent to the email address on the Work Order. Printed surveys appear on the Work Order. You create the questions in different windows based on how you send the survey.

In some cases, the survey can be edited. See Work Order below for details.

You use the following windows to set up and manage surveys:

• Lookups
• Repair Center
• Work Order
• Quick Post

Lookups

To create an electronic questionnaire, go to Lookups > Customer Surveys. You can add as Yes/No, Pass/Fail, Essay, Range, and Multiple Choice questions. For complete information, See Customer Surveys about how to design your questionnaires.

Repair Center

Go to Organization > Repair Center > Records / Customer Survey Tab. Select the questionnaire type and set how the questionnaire is used. For details about each setting, see Repair Center Customer Survey Tab. Questions for manual questionnaires are created on this Tab.

Work Order

The Work Order Action Menu includes three Survey links:

• Download Survey Results
• Enter Survey Results
• Send Survey

Use these links to view results, add results, or resend a survey.

You should not usually edit a completed survey. However, someone with an Administrator role can correct an answer if the person who completed the survey entered it by mistake.

To edit the survey:

1. Open the Work Order that was surveyed.
2. Select the Enter Survey Results link on the Action Menu.
3. Choose the Override Answer link below any question to be edited.
4. Revise the answer in the Override Answer popup window.
5. Enter the Reason for Override in the required field.
6. Click Save.

The Survey Result record now shows Overridden beside each changed answer. In addition, you can create a report in Report Writer to show Overridden, Override Date, and Override User.

Quick Post

Use Quick Post Survey Results to enter responses to printed surveys.