Customer Ratings

A customer rating is the customer’s own answer to “how did we do?” on a run of one of your processes. You collect it with pieces you already know: Rating fields, a public form that shows them, and an Email automated action that goes out from your account when a run completes. The answers land on the run as field values, the overall score shows in your process lists and reports, and the AI Strategist reads it to find what in the process moves the score.

For example, a property manager’s “Maintenance Request” asks the tenant three questions when the job is finished: how easy it was to report the issue, how the tradesperson was, and whether they were kept informed. A fourth Rating field averages the three into an overall score. Every finished request now carries a number the manager can filter on, chart, and ask the Strategist about.

The pieces

1. Rating fields. Add one Rating field per question to the process (see Types of Process Fields). Each is answered with one click on 5 stars, or on a 10-point scale chosen in the field’s Scale setting.
2. The overall rating. On one of the Rating fields, turn on This is the overall rating in its Scale settings. That field’s value is the run’s customer rating: it appears as the Customer Rating column in process lists, on the Process Statistics dashboard, and in the Strategist’s analysis. A process has one overall rating; turning it on for another field turns it off on the first, and the save tells you so.
   • Ask it directly, as a question such as “Overall, how did we do?”, or
   • calculate it: give the field a Calculated Value such as =AVG([[How easy was it?]]; [[How was the tradesperson?]]; [[Did we keep you informed?]]) set to calculate on every save. A question the customer skips is left out of the average rather than counted as a zero. See =AVG.
3. The survey form. Create a public form on the process that shows the Rating fields (and, if you like, one text field for a comment). Show only the fields you want the customer to see; a calculated overall is read-only and can stay off the form.
4. The invitation. Add an Email automated action on the trigger Process Completed. Address it to the field that holds the customer’s email address, and put the form’s link token in the body. The email goes out from your account, in your words, the moment the run completes.

What the customer sees

The email arrives from your organization with one link. The link opens your survey form with your name and logo, the questions as stars, and a Submit button. Nothing is recorded until they press Submit. Opening the link again shows their answers, which they can change while the link is live. Each run is asked once: the completion email goes out once per run, and re-sending it carries the same link.

When the email leaves through ProcessPlan’s mail server it ends with an unsubscribe line. One click, and that address receives no further automated email from your account. An account that sends through its own Gmail or mail server sends its email as it always does.

What the run shows

• The rating fields show on the completed run’s page like any other field, drawn as stars.
• Process lists offer a Customer Rating column (hidden until you turn it on in the column picker) with number filters and sorting, so “runs rated 2 or less” is a saved filter away.
• A rating is deleted with its run, like every field value.
• Anyone who can see the run can see its rating. The survey’s fields stay blank until the customer answers after the run completes, so nobody working a task sees a score before then. (A Rating field you place on a task is an internal rating and shows there like any other field.)

Loading a score another programme collected

If your customers are already surveyed elsewhere, you need not ask twice. Make a Rating field with the matching scale (0 to 10 for a Net Promoter Score style programme), mark it as the overall rating, add no completion email, and load the programme’s scores through a CSV import whose unique key matches a field the run already carries, or through the API. The Strategist reads a loaded score exactly as it reads an asked one.

Letting the AI Strategist set it up

In an AI Strategy Session, ask for it in your own words: “Set up a customer survey on Maintenance Request, three questions and an overall, sent to the tenant’s email.” The Strategist shows you the questions, the scale, the form and the email it will create and asks for your yes before creating anything. It may also offer a survey itself on a process that completes runs, has exactly one email-address field and asks nothing; the offer names that field as the address it would write to, approving the card creates the same three pieces, and declining is remembered. If the field it named is not the customer’s, decline and ask for the survey in a strategy session instead, naming the right field.

When a customer may be asked about several runs, such as a customer who opened three support tickets, have the survey say which one it is about. Ask the Strategist: “Make the survey form show the ticket number and subject.” It changes the form’s instructions so each customer’s form opens with that run’s own values, and shows you the new wording before saving anything. See Personalizing what the form says.

What the Strategist does with the ratings

See What I do with customer ratings on the AI Strategist page, and the Customer Rating cards on Process Statistics.