Exact Globe+

How-to: Creating and maintaining customer satisfaction survey

Introduction

Customer satisfaction surveys are conducted to gauge the level of acceptance of a certain product or service. The results of customer satisfaction surveys are displayed in the Basics tab of debtor maintenance in the Customer satisfaction section.

Menu paths

• Finance ➔ Accounts receivable ➔ Maintain
• CRM ➔ Accounts ➔ Maintain accounts
• Inventory ➔ Items ➔ Maintain
• Inventory ➔ Serial / batch ➔ Serial
• System ➔ General ➔ CRM ➔ Activity types

Description

Topics in this document:

• Creating items
• Creating serial numbers
• Modifying and adding activity types
• Filling in customer satisfaction survey
• Rejecting customer satisfaction survey
• Saving and realizing customer satisfaction survey
• Reopening customer satisfaction survey
• Printing customer satisfaction survey
• Creating sales orders from customer satisfaction survey
• Creating quotations from customer satisfaction survey 

To create items:

1. Go to Inventory ➔ Items ➔ Maintain and click New to display the item maintenance screen.
2. Define the relevant criteria and click Save. For more information, see Creating and maintaining items. You need to create 2 items (for example IS0001 and IS0002); one for the Product and one for the Service survey.
3. At the Inventory tab, select the Serial check box to set the items as serial items and then click Save. For more information, see Creating and maintaining items – Inventory tab.

To create serial numbers:

1. Go to Inventory ➔ Serial / batch ➔ Serial and click New to display the Serial/batch numbers screen.
2. Type a serial number at Number. This is mandatory. You can have up to six serial numbers ranging from 1 to 6.
3. At Description, type a description for the survey. For example, “Very satisfied”, “Satisfied”, “Dissatisfied”, or others. You can have up to six descriptions to represent serial numbers 1 to 6.
4. Type or select the item code that you created above at Item code. This is mandatory and will link the item to the serial number.
5. Define the other relevant criteria and click Save. For more information, see Creating and maintaining serial-batch numbers.

Note: You can link an item to up to six serial numbers or descriptions with serial number 1 being most satisfied and 6 being the most dissatisfied. These serial numbers or descriptions will be color coded and reflected as the ratings for the customer satisfaction survey and displayed in the Customer satisfaction section of debtor maintenance. You need to create serial numbers/descriptions for both IS0001 and IS0002 items. The following table displays the serial numbers and descriptions as represented by the different colors. However, you can have your own descriptions. 

To modify and add activity types:

1. Go to System ➔ General ➔ CRM ➔ Activity types.
2. Select ID 10005 that is the Customer survey and click Open.
3. Select the Active check box to activate this ID. The Customer survey tab will then appear in debtor maintenance under the Activity tab.
4. Select Item 1 and click  Edit to display the activity types maintenance screen. Item 1 is for the Product survey.
5. At Label, type the survey name. For example, “Product survey” or “Service survey”.
6. At the Default section, select Value at Default.
7. Then, type or select the item code at Value. For example, IS0001 for Item 1.
8. Define the other relevant criteria and click Save. For more information, see Modifying field properties in activity types. You need to repeat this process for Item 2 and link IS0002 to Item 2. Item 2 is for the Service survey.
9. After you are done with Item 1 and Item 2, click  Add to add Serial number 1 and Serial number 2. For more information, see Inserting fields in activity types. Item 1 and Serial number 1 are for the Product survey, and Item 2 and Serial number 2 are for the Service survey.

To fill in customer satisfaction survey:

1. Go to Finance ➔ Accounts receivable ➔ Maintain or CRM ➔ Accounts ➔ Maintain accounts, select a debtor account and click Open and then click on the Activity tab.
2. Under the Activities section, click Customer survey to display the Customer survey screen. You will notice that Product survey is pre-filled with IS0001 and Service survey is prefilled with IS0002.
3. At Serial number 1 and Serial number 2, type or select a serial number code that reflects the satisfaction rating such as “Very satisfied”, “Satisfied”, “Dissatisfied”, or others.
4. Define the other relevant criteria and click Save.

Once you have completed these steps, click the Basics tab in the debtor maintenance screen. The Customer satisfaction section will reflect the ratings for Product and Service.

To reject a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Reject to display the Reject screen. In this screen you can send an e-mail regarding the reason for rejection to the resource in charge or you can skip this step altogether by clicking Skip. Reject is enabled only for customer surveys with an Open status.

To save and realize a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Save and Realize to save and realize the survey. Save and Realize is enabled only for customer surveys with an Open status.

To reopen a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Reopen to reopen the survey. Reopen is enabled only for customer surveys with a Rejected or Realized status.

To print a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Print to print the survey.

To create a sales order from a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Order to display the Sales orders screen. For more information, see Creating and maintaining sales orders. 

To create a quotation from a customer satisfaction survey:

1. At the Customer survey screen, select a survey and click  Edit to display the survey.
2. Click Quotation to display the Quotations screen. For more information, see Creating and maintaining sales quotations.

Related documents

• Creating and maintaining items
• Creating and maintaining items – Inventory tab
• Creating and maintaining sales orders
• Creating and maintaining sales quotations 
• Creating and maintaining serial – batch numbers
• Inserting fields in activity types
• Modifying field properties in activity types