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Survey system for RepairShopr, integrated with customer tickets

Include functionality similar to MarketR where a customer receives an automated email response after a ticket has been closed, asking them to rate the company/tech, using custom fields. This would be a nice way to gauge customer satisfaction and can be kept as simple as possible. The survey will be tied to the customer and / or ticket for later review, and reporting module could be incorporated.

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Premier Support Solutions, LLC shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
under review  ·  AdminTroy (Founder, RepairShopr) responded  · 

Hey there -

Can you just sign up for a free surveymonkey account and put the link in a Marketr campaign?

My feeling is this already works, and we probably don’t need to build anything

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  • mike commented  ·   ·  Flag as inappropriate

    I would like to see an integrated system that would track the responses along with the ticket. Using a third party system to send surveys is too disconnected.

  • Evan Root commented  ·   ·  Flag as inappropriate

    I would find a solution like this super useful, some food for thought: maybe an option in the marketing section to send a survey intergrated into the email that allows some customization to an external link that collect info biased on questions we set to the specific survey, like the customized lead option.

  • Doug Pettigrew commented  ·   ·  Flag as inappropriate

    Just posting here to see if this is still a thing that is getting worked on or it has been dropped? It would be an awesome feature.

  • William Newcom commented  ·   ·  Flag as inappropriate

    I know this is an old ticket but my marketing person just asked the same question. Can we get something like this?

  • Chris commented  ·   ·  Flag as inappropriate

    If you are open to keeping it simple and asking one question (with a follow-up) then take a look at https://www.rekommend.io. You can add the addressee's email right into the link which auto-populates the identifier field. Just add ?email=john@doe.com at the end - with john@doe.com being your variable.

    Example: https://www.rekommend.io/REKOMMEND_B322/4858?email=example@mail.com

    The addressee can of course delete their email if they prefer to stay anonymous but most don't mind and leave it.

  • Attila commented  ·   ·  Flag as inappropriate

    "MikeD: Problem with the free surveymonkey account is its not possible to see who posted the survey."

    We are experiencing the same problem with Jotform. It would be nice if the survey would be linked to the customer's profile. Actually good few people assume that when they fill out our survey.
    I hope this feature will come in the next update.

  • thomas commented  ·   ·  Flag as inappropriate

    I would personally like to see if a client has been happy or upset with service in the past. Survey monkey or other survey programs are good for marketing purposes, but not customer relations.

  • MikeD commented  ·   ·  Flag as inappropriate

    Problem with the free surveymonkey account is its not possible to see who posted the survey.

  • Ben Waters commented  ·   ·  Flag as inappropriate

    Yes!!! reading all through the comments - and your competition from other vendors who implement this seamlessly should be putting a fire under you to develop and release this!

    Making decisions on real data from our customers allows us all to make real decisions based on fact.

    Looking forward to seeing this developed.

  • jscremin commented  ·   ·  Flag as inappropriate

    Hello Troy,

    A sister company of ours uses Connectwise for its service tracking with a built in email survey tool that is OK. However, we are about to subscribe to an add-on tool called Nex.To to have a very easy to use customer survey response system. The key advantage after talking to a number of companies using Connectwise and Nex.To is the percentage of clients who now complete the survey (from under 5% to over 40% of tickets). With a reasonable percentage of responses attained, you have quality data to then make informed decisions on increasing customer satisfaction.

    CustomerThermometer appears to be a good add-on option as well. Our research also indicates a system based on the NPS (Net Promoter Score) probably wont work in our market - if on average we saw a customer once a year it may be appropriate, but our (and I guess other RS users) would have repeat customers which need a simpler interface to get regular usage. I would assume that Brad Brenner form Nex.To would be interested in working with you to get his tool working RS and I think it would be a very simple job to do it. Effectively it simply requires embedding some code in an email, which will then give you metrics in a dashboard and the ability to be notified of poor responses immediately.

    Happy to discuss, but it is one of my key priorities - measure customer satisfaction and reward my engineers based on the score the achieve.
    James.

  • Chris commented  ·   ·  Flag as inappropriate

    Hey Troy,

    Yes, we have setup SurveyMonkey to send out a survey link, but there are 3 problems there.

    1 - Some users don't remember the tech they worked with, or the date, or really the reason for their call. This wouldn't be a big deal for one off clients as we could figure it out, but companies with larger numbers of tickets would be impossible to track which ticket the survey is for.

    2 - Now we're splitting into separate systems to track our client's satisfaction, whereas other ticketing companies (not going to mention names here) integrate with services like SurveyMonkey to automate the process, and bring results into the system.

    3 - Marketr only sends out emails after the first ticket is closed, so they wouldn't get a survey after the first ticket. This seems like it should be changed anyway for other campaigns, like the automated follow up emails, but that's a completely different issue.

  • Lindsay commented  ·   ·  Flag as inappropriate

    It would be great if there was a way to create a Customer Service Survey that could be filled out online and that would automatically be sent via email to our Clients upon completion of a job. It would be helpful if the data then fed back into the Customers Account in Repair Shopr.

  • Chris commented  ·   ·  Flag as inappropriate

    @Troy this is something that I have been talking with Pam and another person on and it does NOT do this as I was originally told. Its not possible. The wording was even changed because it was not doing what it said. We attempted to send out emails to clients (within a certain search criteria to not email bomb our clients that we are frequently at) after 2 weeks after service was completed but it will ONLY do the first ticket on the account and will stop sending them emails after that.

    We also attempted to setup marketr to send out emails to clients through marketr if the client has not opened a new ticket or had an invoice on their account for XX amount of days.

    The system currently does NONE of that. Not good. BUT i will be clear that I am off subject a little as the submitter is talking about an actual survey but I am talking about general feedback from the client.

  • Anonymous commented  ·   ·  Flag as inappropriate

    I would have to agree that we don't want to take the customer to a different page (avoiding Links ) and the survey should be integrated within RS. A customer survey should be short and simple . i was looking at a software called customerthermometer which sends a simple survey one click , unfortunately i cannot use as i cant tie this up with my customers in RS. It has an excellent reporting tool ,looks good and professional. If a customer is not happy i want to know immediately so it can be dealt with. Just a thought. We currently use a shortcut which is added to the customers desktop but they have click their way through and takes too much time and does not have a reporting system. Chances are if a customer is not happy they wont complete the survey and not return and we will never know !

  • John Heida commented  ·   ·  Flag as inappropriate

    I have this set up now linking them to a form on my website. But it would be cool for the integration.

  • dave.greene commented  ·   ·  Flag as inappropriate

    Plus one Vote (if I had three left, I would have used them) this survey system should be built in to RS, and not redirect customers to another page (surveymonkey, jotpro, etc). The drop out rate would be too high.

    Integration for the individual customer would be great, if the customer comes back it would be handy to be able to view his review, if he was negative about customer care, we could go the extra mile for him, negative about repair time, we would prioritise it, etc.

    I personally wanted to insert a short survey into a 7 day follow up email, but I don't like the idea of placing a link in there, should be an all-on-one-page type thing.

    We integrated RS because of the hassle we had using multiple programs for different functions, the idea for us, was to centralise everything........

  • August commented  ·   ·  Flag as inappropriate

    What if there was a way to send a marketr email with a short survey that had this information in it? I think the marketr template setup needs to be spruced up a bit but that would be a way to accomplish this important task.

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