Thumbs-up/thumbs-down feedback provides an overall measure of how successful your customer service is. You can also view the aggregate response data in the reporting dashboard.
The after-sales care portal allows customers to provide feedback in the form of text. Listening to customers allows you to work out where you might be falling flat.
Awareness of what your customers like and don't like is the first step of improving customer satisfaction. The after-sales care portal data provides an opportunity to strengthen your services.
Listen to your customers
Everyone wants to be listened to. Once the sales process is complete and the customer has paid their final invoice, send them a request for feedback via email. Then, they either give you a thumbs up or thumbs down and also have the option to include a text response. This gives your customers an outlet to voice their opinions and gives you insightful information to optimize your services.
Analyze feedback data
A record of each customer’s feedback is saved to the related work order for your records. Look at the individual data for jobs and see what’s working and where there are issues. If you’re having repeat negative feedback from jobs with certain employees or services, our portal builds awareness as to who or what could use improvement. This helpful feature empowers you to make the necessary changes to move your business forward.
Follow up with customers
Get a glowing review? Ask if they’d be willing to write a public review sharing their thoughts. Receive a complaint? See how you can address it, mend the relationship, and implement changes to avoid it happening again.
Track customer satisfaction
A rolling measurement of customer satisfaction is viewable within the reporting dashboard. This is a percentage based on the number of positive and negative responses you have received from customers, providing a general way to understand how happy customers are with your work.
Ready to take your business to the next level?
Discover the many ways that Commusoft can help your business become more organized, efficient, and profitable by booking a call with our team. Hundreds of field service businesses have already taken this step. They have successfully expanded their businesses with the help of our all-in-one work order management software.
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