Ecotrak has introduced the ability for customers to submit feedback on their service provider experience! Once the service provider marks the work order as complete, a survey will be made available to the customer user who created the work order. This survey will allow the customers to track the quality and experience that vendors are providing when performing service, giving customers key insights to benefit their organization and help choose the best service provider for the job.
(This feedback is only available to the customer user's organization. The Service Providers will not be able to view this feedback)
Step 1: How to Submit Feedback
Once a service provider updates a Work Order to “Completed”, the Customer User who created the Service Request will see:
The "Leave Feedback" action button displayed within the Work Order Details.
A new tab labeled "Feedback" added to the top of the Work Order Details page.
Step 2: The Feedback Survey
Once the Customer user is ready to leave feedback, they will click the “Leave Feedback” Action Button or select the “Feedback” Tab. Upon doing so, they will be taken to the Feedback Survey.
The user can now answer the survey questions and leave a comment; providing feedback on their experience with the service provider that completed the work. Once done, they will click submit and the feedback will be saved.
NOTE: This feedback is only available to the customer user's organization. The Service Providers will not be able to view this feedback
Step 3: SP Performance Score
After the feedback is saved, customers will see an SP Performance Score displayed at the top of the feedback tab as well as in the Work Order Details. This SP Performance score is calculated based on the feedback provided.
We are very excited to introduce this new feature and hope that you are as excited to put it into action and elevate your service provider experience by making sure you have the right service provider for the job!