Adding Survey Responses

The Customer Satisfaction Index (CSI) Survey Response Form enables you to record the answers given by the customer to a CSI questionnaire.

To complete a survey:

The form can only be opened from the My Shortcuts pane. Click the CSI note pad icon (Customer survey).

If the loaded customer record does not include the department codes saved against the available surveys the message "Cannot access surveys, No departments for this customer were found" is displayed.

After you have selected the relevant survey from the grid; clicking the next button initiates the survey process.

If the contact type code linked to the survey is a vehicle related contact you may be required to select the relevant vehicle record before the first question is displayed.

If the vehicle selection form is displayed select the appropriate vehicle and click OK.

When the survey is opened the same function buttons are available but the method of recording a customers response depends on the type of question being asked.

Note: The types of question that could be included in a survey are:

True/False: These questions can only be answered giving a true or false (yes/no) answer. For example; "Did a member of our sales team greet you as you entered the dealership?" can only be answered either yes or no.
Lickert: Questions where a number of related statements can be scored. You may have several questions about the dealership atmosphere, these can be grouped in to one question and each scored on a sliding scale, for example, very good, good etc.
Multiple choice: This type of question could have a number of answers but still enables you to maintain a certain amount of control. For example; "What impression of the dealership did you get from the first member of staff you met? The choice of answers could be 1. Welcoming and friendly 2. Friendly and professional 3. Tense and unwelcoming. The customer would be asked which one most closely matched how they felt.
Free text: This is used for such questions as "have you any other comments?".

Customer Satisfaction Index Survey Response Form

Menu bar, Tool bar and push buttons

Icon	Menu	Push button label	Keyboard short keys	Description
	File - Exit	Exit	Alt+F - Alt+X	Closes the current form and returns you to the customer record.
	View - Previous	Previous	Alt+V - Alt+P	This option is only enabled when you have viewed the second and subsequent questions, it moves you back one question.
	View - Next	Next	Alt+V - Alt+N	This option is only enabled when you have selected the required survey from the grid, at this stage the next option opens the survey in read only mode. When in the survey this option moves you forward to the next question.

Available surveys grid

The available surveys grid displays the surveys available depending on the departments linked to the customer record. It is divided into three columns:

ID: Three character identifier for the survey.

Survey description: Full name of the survey.

Total questions: Number of questions included in the survey.

The grid displays standard Autoline grid functionality. A single click highlights the grid item in blue. The survey can be opened by either double left clicking, selecting a next option from the form or right clicking on the selected line and then left clicking the appropriate menu item.

Information bar

The information bar at the bottom of the form is divided into three fields. The first of the three fields displays some prompt text to help you use the form. The following two fields only become populated once a grid item is selected. The first of these displays the linked customer magic and name and the second displays the vehicle magic and name.