Client evaluation of the response

Your System administrator can include an option in the response email for the client to provide an evaluation of the response and service they received.  It is easy for clients to use and it puts the rating and any comment provided into the question record that it relates to without reopening the question.  Staff can be advised when an evaluation comment arrives.

If your System administrator has allowed it (click here to see information about configuring this Evaluation feature), clients can click a rating right in the response email.  Here’s an example:

When a rating (the star or the rating name) is clicked, a confirmation screen will show.  At this point the rating has already been stored but the client can change their rating by clicking a more appropriate star, and/or adding a comment if they wish.

When clients provide a rating or comment, their feedback is saved to the record for that question and made available for immediate reporting.  The client will be shown the following thank you screen, if they update their rating or provide a comment.

Clients can also provide or change their evaluation for closed questions using the client interface, when allowed for the Request form in use.

Clicking the “I want to provide feedback on this service” (or “I want to update my previous evaluation” that can appear in the same place), will display the same screen that allows an evaluation to be provided, with any already selected values showing.  If an evaluation has not previously been provided the evaluation page will display with a default rating of the middle value (normally labelled “Good”).

System administrators can report on these values, and comments, and can determine who will be sent an email when comments are received (as the comment might warrant reopening of the question). 

When a rating is provided without a comment, an email is not sent.  Here is an example of the email that can be sent about an evaluation comment received.  System administrators can decide to whom these emails go (Allocated staff, Work reviewer, Supervisor, Administrator, and/or a specific email address/es).  Some customers prefer to have the comments go to a Reviewer or above so that comments can be selectively sent back to the staff member.  They can also determine who gets to see comments from within RefTracker as some customers want to tightly control who can see this information.

If the System administrator has allowed it for a staff member (using the “View client evaluation” option in the Functions tab of the user’s signon), the staff member can see Evaluation ratings and Evaluation comments in the Response data section of the Details tab, and see those events in the History screen, if this information has been provided for a question. Because evaluation information is usually sensitive information, the default setting for “View client evaluation” in the Details tab and History is that ONLY System administrators can see it.  Evaluation rating and Evaluation comment are also provided in the Data extract reporting, so System administrators may also want to change the Functions setting for “Statistics reports”, as it is normally available to Supervisors and System administrators.

If a staff member uses the Evaluation link in the client interface (they can easily get to it by using the [Client options] link in the details tab of the relevant question), the History will show the name of the staff member who recorded that information.  This means that staff members trying to improve their ratings will soon be found out!  Importantly if allows inappropriate comments can be overwritten by system administrators.  The History will still show the original comment but the Details screen and the statistics will show the new comment.

Reply emails that contain evaluations

Your system administrator may have configured your system so that imported emails arriving from clients cannot reopen the question. If that is the case, and this client evaluation functionality has been set up for the form used by that request, an email that arrives from the client can be treated as an evaluation.

If reopen by the client is allowed, and an email arrives that would reopen the question, the system provides a Manage reopen request function that provides options for handling reopen requests including an option for them to be handled as an evaluation. 

Setting up client evaluations and reporting on the feedback you receive

System administrators can turn on this evaluations system, according to the needs of each individual request form (type of request).
When a rating is recorded by a client, it is available for  statistical analysis immediately.
When a comment is received it is immediately emailed to the contacts that are specified for evaluations for that request form so they can take remediating action if necessary, and is also available for reporting on the ratings received and on the comments received.

System administrators should click here to see information about configuring this Evaluation feature.

System administrators should click here for information about the two specialized reports on evaluations.

Exercise
We are now going to look at some of the options provided via this email. Clicking on Ask a different question does the equivalent of clicking on “Ask a question” in the client interface – as investigated fully earlier in this manual.
So, let’s investigate the View this answer in a web page link by clicking on it.