This feature released in 02/17/19 is available to Pro 2019 and Badass plans. User profile needs permission to edit surveys.
The inclusion of notes in the survey makes it easier to register the actions taken towards a survey, insights from customers received via email or by phone, or even internal observations made by employees. The practical applications are endless for your business to explore.
We all work to avoid negative ratings in a survey but they will eventually come. The best practice is to take actions to minimize the damage caused to an unsatisfied client. A phone call or an email asking for more details or even granting a bonus to the client are a few examples. With the Survey Notes, you will be able to register these actions in the survey page to keep a record of:
- communications and feedback from the client received outside of the ticketing system or the survey;
- insights from the employee that received the bad rating in order to avoid the same problem to happen in the future
- any relevant information that can be presented to the client in case you meet them to discuss what went right or wrong with the service provided.
Survey notes should also be used to register things that worked well and that you want to repeat and foment among your employees
To add a note to a survey, locate and double click on the survey to open the Survey page. Note that in the example below the chosen survey already has one note. The number of notes added to a survey can be seen between parenthesis as highlighted in the image below:
Once in the Survey page, scroll down to find the Notes section. The list of notes contains the date and time of creation, the name of the employee that added it and a preview of the comment. All profiles with access to the Survey Page can see and add new notes but only the user that created it is able to edit it. Users can add as many notes as necessary.
To create a new note, simply click on the +Add button, write or paste the information and save it marking it as reviewed or unreviewed:
Once saved, you will be taken back to the list where you can see and edit the note that you just created:
Go ahead and start to add valuable information to your surveys.
If you integrate to Connectwise REST or Autotask SOAP, Surveys Notes can be written back to the ticketing system. Take a look at this link: Survey Improvements: Writeback Survey Notes to Connectwise or Autotask