As you know we have a FORM called ‘Customer Survey’ that is sent to customers to get their input after a sale. The email is sent, the customer clicks the link in the email and the online form opens. The customer completes the form and clicks SUBMIT. The results are inserted into the Responses page, and when processed the PEQ (Performance Evaluation Questionnaire) field is automatically updated.
This is a valuable tool and a great way to measure the general performance of your team.
There are two major enhancements to the Customer Survey process. First, we have added a second field in the Referrals List page; the first field measures General Performance (Question 1 on the form) and the new second field measures the Agent’s specific performance (Question 2 on the form). And, when you ‘process’ the Response, both Referrals table fields are updated automatically.
This means the agent’s performance won’t be minimized due to circumstances beyond his/her control, and, you’ll have a more accurate Survey result.
The second enhancement is that when the customer clicks the SUBMIT button, an email alert will be sent to the sender. That way, in addition to seeing the full Survey result in the Responses page you’ll also get an email letting you know it has been submitted.