Prerequisites

• Access to the Configuration > Category (CT005) menu.
• Configured survey template.
• Created category.
• Created quality level.

Introduction

Customer evaluations are performed through SoftExpert Survey. They allow for measuring satisfaction, identifying opportunities for improvement, and tracking service quality progress. 

This resource must be configured in a customer category.

See below how to configure an evaluation in the category:

Configuring an evaluation in the category

1. Access the Configuration > Customer > Category (CT005) menu.

2. Select the desired category.

3. Click on the button.

4. Access the Electronic file tab and fill in the Complex file container field.

5. In the Evaluation tab, enable the Perform evaluation option.

6. In the Survey template field, select the survey template that must be sent to the contacts.

7. In the Quality level field, select the ranges to classify the score. 

8. In the Deadline and Unit fields, set the deadline for the survey to be answered.

9. In the Recurrence pattern section, configure how often the surveys will be sent, choosing the available options:

• Daily: enter the number of days for the evaluation survey to be sent.
• Weekday: enter the number of weeks and the week day for the evaluation survey to be sent.
• Monthly: enter the day and the number of months for the evaluation survey to be sent.
• Yearly: enter the date of the year for the evaluation survey to be sent.

10. In the Range of recurrence section, enter the start date of the evaluations. If it is necessary to generate retroactive evaluations, simply enter a past date. This way, the Generate retroactive recurrences option will be automatically checked by the system.

11. Lastly, click on the button to save the changes.

Conclusion

With the category configured and a customer created or associated with it, when the configured date is reached, the system will send the survey evaluation to all default contacts with a valid e-mail registered. Access the Adding a default contact article and learn more.