One of the key features of the CRM (Customer Relationship Management) System is the ability to record customer satisfaction surveys and monitor the results.
A set of up to ten questions can be maintained for each Contact group within a department in the CRM Miscellaneous Menu, Questionnaire set-up form.
The Customer Satisfaction option can be accessed from the main CRM menu. Alternatively, within Contact Types, the option is available to access the CSI via a contact.
Surveys can be conducted either by telephone or by letter. If the letter method is used, any changes in the questionnaire file should be reflected in the standard letter.
If the telephone method is used, reports are provided to determine which customers to survey on which days. These reports will then act as a task list for the satisfaction surveyor.
The report will list the customer number and name, the department for which a survey should be carried out, and the home and work telephone numbers.
Armed with this report, and a telephone, select the option Customer satisfaction from the main CRM menu.
The first grid shows a list of available questionnaires.
The first column is the department/Department, followed by the contact code and the text of the first question.
Select a questionnaire from the list.
The screen will then be updated to show the standard survey questions.
Key in the customer surname to be surveyed.
Tip: Clicking the ellipsis 
button looks up all available customers.
Once the customer record number has been entered, the customer's name, home telephone number and company name (if applicable) will be updated to the screen.
Enter the location or click on the drop-down menu facility 
to view and select the appropriate location.
Enter the source or click on the drop-down menu facility to view and select the appropriate source.
It is then simply a case of asking the questions and entering the appropriate score against each one.
Scores can be rated on a scale of zero to ten, with zero reserved for any questions which cannot be answered by a particular customer. Scores of zero will not be included in averages and will not therefore distort the statistics.
The Notes allows you to enter up to three lines of fifty characters of text detailing any additional customer comments or observations by the satisfaction surveyor.
The Follow-up required check-box, if set to a tick, will cause a contact sheet to be produced after a number of days, for the sales executive nominated as the contact person for the customer involved on behalf of the department being surveyed. This check-box should only be ticked if you feel that the customer should receive a follow-up call. If the Follow-up required check-box is left blank, no contact sheet will be produced.
Click the Save button to write the details back to the file.
When all surveys have been carried out, you can return to the main menu by clicking the Exit button.
| File | Amend |
| Save | Customer |
| Cancel | Company |
| Exit | Vehicle |
| Case file |
| Icon | Option | Description |
 |
Save | or choose File/Save. This allows you to save the CSI results to the customer record. |
 |
Cancel | or choose File/Cancel. This will allow you to cancel the CSI that you are currently in without saving it to the customer record. |
 |
Exit | or choose File/Exit. This option allows you to exit to the CRM main menu. |
 |
Customer | or choose Amend/Customer. This option allows you to load and edit the selected customer record. |
 |
Company | or choose Amend/Company. This option allows you to load and amend the associated Company record. |
 |
Vehicle | or choose Amend/Vehicle. This option allows you to load and amend the associated vehicle record. |
 |
Case file | or choose Amend/Case file. This option allows you to load the case file. |
Tip: You can also use the following Shortcut keys:
CTRL + Z Cancel
CTRL + S Save
The results of the last three surveys, and the average score for a given customer for a specific department, can then be viewed from the My desktop option, as well as being available against a Company record, if applicable.
The notes at the foot of the page will relate to the most recent survey carried out.
Note: There is a facility available in User access control which determines whether you should be notified if a customer has given a below-average CSI score when you select the customer record. User access control is a Priority 8 option on the CRM system maintenance menu.
