User guide Managing unsatisfied customers

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1 User guide Managing unsatisfied customers Last update : June 2014

2 INTRODUCTION Identification of unsatisfied customers: The list of respondents who triggered an alert is displayed directly in the interface. From the «Alerts» menu, display your statistics in different angles and consult from the «List», the alerts details by respondents.

3 INTRODUCTION Identification of unsatisfied customers: From the «List» sub-menu, the user (no matter his level and his rights) has the possibility to view the respondent answers sheet, then send an answer (if he is given the rights).

4 ALERTS ADMINISTRATION (PRO AND ENTREPRISE ACCOUNTS) This function gives you the opportunity to set your alerts and to be notified by if you wish to. Please note that this function is only available for the users with questionnaires administration rights. Click here to create a new alert The alerts you created will be displayed here. The ranking is based by default on the alert level. To modify the order, use the «Drag and drop» system by clicking on the following sign From the «properties» menu of your questionnaire, go to the left menu of your screen and click on «alerts». Note : this menu is only available once you created your questionnaire.

5 ALERTS ADMINISTRATION (PRO AND ENTREPRISE ACCOUNTS) Create a new alert Once you clicked on «New alert», this page will appear : Name your alert Select a question or a metadata for your alert. Check the responses that will be the subject of your alert Summary of your alert parameter And/Or relation between your metadata questions

6 ALERTS ADMINISTRATION (PRO AND ENTREPRISE ACCOUNTS) Create a new alert (following) Note : the creation of a new alert is only for the following questions : Closed questions (single choice, multiple choice, drop down box), survey, NPS, table (single choice, multiple choice) and finally the metadata. Click on «Envoyer un lors du déclenchement de l alerte» to receive an notification. c Sender s name Sender s s who will receive the notification subject c body. Choisissez aussi les questions/métadonné es à inclurent dans l .

7 ALERTS STATISTICS You will find on the top of each analysis, an «information» space, synthesizing your number of alerts, their processing, the average processing time and the date of oldest questionnaire unanswered. You have 4 types of analysis for your alerts statistics (details hereafter). The number of alerts compared with the alert rate The processing time compared with the alert rate The resolution The categories

8 ALERTS STATISTICS The number of alerts compared with the alert rate This type of display allows to visualize the number of customers in alert and the alert rate. The alert rate is the alert total number on the respondent total number. Display by interval

9 ALERTS STATISTICS The processing time compared with the alert rate This type of display allows to visualize the processing time and the alert rate. The alert rate is the alert total number on the respondent total number. Display by interval

10 ALERTS STATISTICS Resolution This type of display allows to visualize the number of processed alerts by type of resolution. Affichage par intervalle

11 ALERTS STATISTICS Categories Cette affichage permet de visualiser le nombre de clients traités par des catégories que vous aurez définies au préalable. Affichage par intervalle

12 ALERTS LIST By default, this screen displays unprocessed customers. You can show all the customers who have been processed (a response was previously sent) This module allows to displays the list of unsatisfied customers and to provide an answer. 2 sub-menus are available: o The list of unsatisfied customers o The statistics of responses Features: o Displays the details of the response List of respondents who expressed dissatisfaction o Respond to an unhappy customers

13 ALERTS LIST - PROCESSED CUSTOMERS Display your customers and view the reply by clicking on this icon Display your processed customers Click here to display the reply

14 ALERTS LIST - PROCESSED CUSTOMERS Example of reply sent with Sharing-Data, following an alert. In response to your satisfaction survey In In

15 PROCESSING AN UNSATISFIED CUSTOMER 2 ways to respond to a customer : The user can respond freely to the respondent He can also choose from a library of responses

16 AD-HOC REPLIES - RESPOND TO A DISSATISFIED CUSTOMER The name and from the sender are by default those of the sender, they can be changed Choose the language response Access to the response library Text formatting options Response display type Free text Send the Once the sent, the response is available from the "processed" customer list

17 MODELS OF AVAILABLE ANSWERS Access the list Search engine List of answers type Description = type of response Shows the beginning of the response type

18 AVAILABLE STATISTICS Statistics: Number of dissatisfied customers Number of clients treated = clients who have received a reply by Support rate = Number of customers to whom a response was sent / number of dissatisfied customers Response time = time between the date of response to the questionnaire and the mailing date of the response Statistics: - By Topics - By Type of Resolution Display number of answers by category

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