15.3 Customer Feedback

The Customer Feedback Report is used to collect customer feedback after a Customer Service Incident is processed. The basic information contains the Customer ID, ShipTo ID and other related orders such as the corresponding CSI#. Also, you may design question and answer options for the customers, so as to get through feedback from the customer. Questions can be printed out or sent to customers. After you receive the feedback, you may update this information in the feedback report.

15.3.1 Question

The questions and answers should be added first before a Feedback Report is established.  

15.3.1.1 Add Questions

Under the “General” tab of the “Customer Feedback” sub module, click “2Add Question” to add questions for a feedback report. The questions will be shown in order of their Question ID, so make sure to provide an ordinal sequence for them. Fill in the Question, then click “2Add” to go to the Update Question interface.

In the following interface, fill in the question content in the upper section, and add the answers at the bottom. The question can be in both English and Chinese. 

Questions may have multiple answers. Click “2Add” to add an answer to the question. In the Add Answer Window, fill in the Answer# and description, then click “OK” to submit it. 

After all answers for a question have been provided, click “2Update” to submit the question.

15.3.1.2 2Lookup Questions

This is the basic lookup function. Fill in the complete Question# and click the button to view the Question. 

15.3.1.3 All Questions

Click this button to view all questions added. At the search results interface, select an item to update it. Click the “Print” button to print a questionnaire for all questions.

15.3.2 Add Feedback

To establish a Customer Feedback Report, click “2Add Feedback” in the “General” tab of the “Customer Feedback” sub module. The Feedback Report can be made from an Invoice, a SO or a Customer ID. Fill in one of the above-mentioned numbers, then click “2Add” to establish a Feedback Report” starting with “CFB” and open the Update Feedback interface.

The upper part of the interface collects the basic information of the Feedback Report:

• Status: The status of a customer feedback report, defined as either “OPEN” or “CLOSED,” and should be determined according to actual circumstances.
• Customer ID: The Customer ID of the feedback report.
• ShipTo ID: The original ShipTo ID of the related SO.
• Reported by: The creator of the feedback order.
• Customer Email: Customer’s email to be used for contact.
• Invoice #: Fill in the related invoice#.
• SO #: Fill in the related SO#.
• WO #: Fill in the related work order.
• CSI: Fill in the corresponding CSI# of the feedback report.
• Part #/Type/Description: Fill in the incident part# and type for the feedback report. The “description” will show up after a Part is selected. 

At the bottom of the interface, all questions that have been added will be displayed by their Question ID. Click the red textbox to open a dropdown menu of the answers. Select the answers according to the customer’s feedback and fill in the customer comments if there are any. Then, click “2Update” to finish the Feedback Report.

15.3.3 Look up & Search Feedback Reports

15.3.3.1 2Lookup Feedback

Fill in the complete CFB# and click the button to view Customer Feedback details.

15.3.3.2 2Search by Feedback#

Fill in the keyword of a CFB# to search for related Feedback Reportss.

15.3.3.3 2Search Feedback by Date

Search Feedback Reportss by Date Type, Date Range, CFB#, CSI#, Customer ID, CFB Status and customer comments.

15.3.3.4 All Feedback

Click this button to view all Feedback Reports in the system.

15.3.3.5 All Open Feedback 

Click this button to view all open Feedback Reports in the system.