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We have written our own e-mail and survey applications to dovetail with our website content management systems. Basically, everything fits together nicely.
A straight-forward solution would be to modify your existing Service Request form which initiates the service call in the first place, and turn it into a dynamic customer satisfaction survey system.
This is what you have coming into the system:- Customer Name and contact info
- Equipment Details
- Problem or Reason for Service Call
- Date
Separately, when a request comes through to you, this same information is forwarded to an appropriate service firm and an independent process for handling the request is initiated.
I suggest we have the service call routed through a form on your extranet. There you will select from your list of contractors and make the assignment. You may add some more detail to the service data record on-line. This will then generate a list of pending, active and completed service calls.
Once a call is complete, we can use our e-mail application and our survey application to dynamically generate an email sent to the client, reiterating the original problem as they described it, describing the firm you sent to resolve the issue, and providing a link to a custom-tailored satisfaction survey for that call.
The survey can include variables that are specific to the contractor involved, or to the type of equipment or contract you have with the customer. We can explore this in more detail. At the end of the day, within 48 hours of completion of the service call, you can have a data record we can aggregate and analyze describing the experience. Anyone who does not complete the survey within 48 hours never will, so you can determine a separate course of action for contacting those individuals separately.
My survey application does have some built-in flag features you may like, for example, if a customer indicates strong dissatisfaction with an item, you may designate a followup question to clarify and demonstrate you are taking this seriously. Also, strong negative responses may be routed to a higher response team member, like yourself to be handled immediately and personally.
Lots to discuss.
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