This section will cover how to enable and incorporate the Satisfaction Survey feature, view Satisfaction Ratings, and Satisfaction Reports. Satisfaction Ratings can be given when the status of a request has been updated to Approved, Canceled, Closed, Completed, or Denied. Tenants can update their rating at anytime.
To activate the Satisfaction Rating feature, navigate to the Preferences section within the Service Request application.
Select Application Preferences and the building you want to update from the lefthand side.
Scroll down to the Tenant Center Service Request Preferences and click yes to Enable the Satisfaction Survey.
If you want to enable the Satisfaction Survey for all buildings, check the box next to Apply all above application preferences to all buildings at the bottom of the page. Please Note: This Bulk Update will apply all of the Application Preferences on this page to all of your buildings. When ready, click Submit.
Once enabled, Tenants will be able to rate requests in the Tenant Center from a desktop computer or from the Mobile Tenant Center app.
There’s also an option to include a Satisfaction Survey in the status update emails that are sent to Tenants. When this feature is enabled, the email will include a satisfied/dissatisfied option within the body of the email. Tenants can click an option, which will record their rating.
To enable this feature, in Service Request Preferences select Email Template Preferences.
Select the applicable building on the left.
Click to expand the desired template from the list.
Check the option to Include Satisfaction Rating on Email at the bottom of the template.
When ready, click Save.
There is a bulk update option at the bottom of the page if you'd like to apply these template preferences to all your buildings.
Property Management staff can view Satisfaction Ratings in the Maintenance Center on the Service Request List page. If a request has been rated by the Tenant, the rating will be shown in the column on the left. If the circle is blank, the request has not yet been rated.
Note: If you are not going to use the Satisfaction Ratings Feature, you can turn off this column in the Display Preferences of the application.
Satisfaction Ratings can also be viewed on the Service Request Details page. If the request has been rated by the Tenant, there will be a thumbs up or thumbs down icon at the top of the page.
The Communication/Status Log will also show the date and time of when the rating was given by the Tenant.
In Mobile Task Manager, requests that have been rated by the Tenant will display a thumbs up/down icon on the Task List page.
Satisfaction Rating reports can be created using the Advanced Reporting feature. Creating an Advanced Report in the Reporting section of the Service Request application lets you view the total number of requests rated, the number of satisfied/ dissatisfied ratings, and overall rating percentages. To learn how to create Advanced Reports, click the link to view the video tutorial regarding the Advanced Reporting Feature.
Staff members have the option to receive emails when Service Requests are rated.
To enable this setting, navigate to the User List within the Contact Management application.
Find the user whose setting you’d like to update by scrolling through the User List or using the Search User field on the lefthand side.
In the User Details page, scroll towards the bottom of the page to the Groups & Notification Settings section, then click Service Request on the left. On the right, you’ll have the option to select whether you’d like to receive Positive Satisfaction and/or Negative Satisfaction emails.
You can use the Bulk Update feature from the User List page if there are multiple users who would like this notification enabled.
After clicking Bulk Update, check the boxes next to each applicable user.
Scroll to the bottom of the page and select Manage Notification & Group Settings from the dropdown menu before clicking Submit.
Select Service Request on the left, the type of Satisfaction Rating emails they should all be receiving on the right.
Click Update.
If you have any questions or need additional information, please reference the Help Center within the Maintenance Center or contact our Support team at [email protected].