On Sunday 27 September 2020 (AEST), we're releasing some enhancements to these automated transactional survey reports:
- Daily Service Recovery
- Weekly Delighted Customers
- Monthly Survey Responses
These enhancements will reduce the number of emails we send, align the issue time of the reports, and make the date ranges of the content more intuitive.
Consolidation of Support Groups
Rather than getting an email/report per Support Group, each Contact will only get one email/report showing surveys for all the Support Groups they're associated with.
For example, if Sam is the Support Lead for the Service Desk and an Also Alert for Field Support and The Genius Bar, Sam will no longer get (up to) three separate Service Recovery reports each day. Sam will only get one, listing the service recovery opportunities for all three Support Groups.
Support Group information in emails
The report emails will include a list of the Support Groups whose surveys may be included in the attached report.
The Support Groups listed in the email will depend on:
- Which Support Groups the Contact is a Support Lead or Also Alert for.
- The setting of the 'Also Alerts For SR Only' flag in your Preferences. When this is set to 'Yes', Also Alerts only get notified of Service Recovery (SR) opportunities. When this is set to 'No', Also Alerts get the same daily/weekly/monthly information as Support Leads.
- The setting of the 'Department Reporting Preference' in your Preferences. This governs what surveys Department Leads (and Also Alerts for Departments) get about the teams that belong to their department.
Clearer hyperlinks in the reports
Our reports currently have hyperlinks to the Service Recovery Notes function and, optionally, to ticket records in your customer support system. However, the location of the hyperlinks is not clear. To find them, you have to hover your mouse over the location.
We are making these hyperlinks clearer. Links to the Service Recovery Notes function will be shown as pencil icons. And, if you have configured CIOPulse to hyperlink ticket numbers to records in your customer support system, the ticket number will be underlined in the report.
Hyperlinks in your on-demand Survey Responses report, when requested with &srn=y, will also be shown this way.
Changes to the issue time and reporting period of all three reports
Service Recovery Report (Daily)
The Service Recovery Report currently includes surveys submitted up to midnight of the day before the alert. For example, if a Detractor submits a survey at 7am on Monday, and your daily Alert Time is 8am, you would not be notified of that survey until 8am on Tuesday.
Going forward, the Service Recovery Report will include surveys in the 24 hours up to your Alert Time. For example, if a Detractor submits a survey at 7am on Monday, and your daily Alert Time is 8am, you will be notified of that survey at 8am on Monday.
This change enables more timely service recovery.
Delighted Customer Report (Weekly)
The Delighted Customer report is currently issued at 6:50am Melbourne/Sydney time each Monday. It includes surveys from delighted customers from 7 days ago to the issue time.
Going forward, the report will be issued at your Alert Time each Monday. It will include surveys from delighted customers from the preceding Monday to Sunday.
This change makes the date range of the weekly report more intuitive, especially for clients outside of the Melbourne/Sydney timezone.
Survey Responses Report (Monthly)
The Survey Responses report is currently issued at 8:30am Melbourne/Sydney time on the 1st of each month. It includes all surveys from 30 days ago to the issue time.
Going forward, the report will be issued at your Alert Time on the 1st of each month. It will include all surveys received in the previous calendar month.
This change makes the date range of the monthly report more intuitive, especially for clients outside of the Melbourne/Sydney timezone.
We've also attempted to make your Alert Time 'stable' even after Daylight Saving changes. If your alert time is 7am in Los Angeles, your reports should be issued at 7am all year round. Currently, we calculate your Alert Time based on a fixed offset to GMT. This can result in your local Alert Time fluctuating +/- an hour, depending on daylight saving.
CSV file attachments
The Service Recovery and Delighted Customer emails will include CSV attachments as well as the PDF report (just like the Survey Responses Report).
Minor changes to date format
Various changes/standardisation of the date/time format shown in email subjects, email bodies, SMS alert messages, report sub-headings and filenames. E.g. 2020-08 will become August 2020.
Service Recovery Notes
Service Recovery Notes will now be shown on the Service Recovery and Survey Responses Reports.