Overview
If CIOPulse receives a transactional survey, relationship survey, or CCS submission with invalid data (passed in via the parameters of the survey/feedback URL), both the Master and Supporting Administrators will be alerted via email and SMS.
The following data errors will trigger the alert and will need to be fixed before CIOPulse accepts the survey/feedback:
- Transactional survey: Invalid or missing Support Group Code or Segment Code. Missing Ticket ID.
- CCS submission: Invalid or missing Support Group Code.
- Relationship survey: Invalid or missing Relationship Survey Code, Segment 1 Code, or Segment 2 Code.
Once alerted of a data error, it can be fixed using the Portal. Fixing a data error can be done in two ways, depending on the cause of the error:
| Cause of error |
How to fix |
|---|---|
| Survey/feedback hyperlink contained the correct parameter value in the URL (i.e. Support Group Code, Segment Code, Relationship Survey Code), but the corresponding code does not yet exist in the Portal |
Create the missing Support Group, Segment or Relationship Survey using the Manage Support Groups, Manage Customer Segments or Manage Relationship Surveys functions. Once the corresponding Support Group, Segment or Relationship Survey exists in the Portal, the survey/feedback that was 'in error' will fix itself automatically within an hour and no further action is required. |
| Survey/feedback hyperlink contained an incorrect or missing parameter value in the URL (e.g. an invalid Support Group Code or a missing Ticket ID) |
Use the 'Fix Data Errors' functions to provide the correct the information for the survey/feedback. These functions can be used to correct the following fields:
|
Where a transactional survey is submitted with a valid Support Group, but you wish to assign the feedback to another Support Group, this can be done with the Reassign Transactional Surveys function described below. The same function can be used to reassign surveys to another Segment.
Until a survey/feedback is allocated to a valid Support Group and/or Segment, it will not appear on any displays, reports or dashboards, or contribute to the calculation of any Net Promoter Score.
Service recovery alerts will not be triggered for surveys with an invalid Support Group or Segment (unless the data is fixed before the alert time of the next day).
Needing to fix surveys/feedback should be a rare occurrence. For transactional surveys, the most common cause is when a new ticket queue has been added to your customer support software but the corresponding Support Group hasn't been setup in the Portal.
Using the 'Fix Data Errors' functions
When a survey/feedback hyperlink contains an invalid reference code in the URL (e.g. an invalid Segment Code), or a mandatory reference code was missing from the URL (e.g. the Support Group Code for a transactional survey), you will need to log in to the Portal to fix the error.
- At the client portal log in screen, enter the administrator email address and password to log in. When there are surveys or CCS feedback that need fixing, a bright banner will be displayed to alert you that action is required.
- Select the 'listening post' that you need to correct the error(s) for. If you are unsure which listening post the error relates to, just click each one to see if any errors are listed.
Fix Transactional Survey Errors
The Transactional Survey Errors list shows:
- The date/time that the survey was submitted (GMT).
- The customer that completed the survey.
- The ticket that the survey was completed for. This is the ticket reference that was passed through to CIOPulse via the
tidparameter in the survey URL. - The Support Group Code. This is the code that was passed through to CIOPulse via the
rgidparameter in the survey URL. - The Segment Code. This is the code that was passed through to CIOPulse via the
sgidparameter in the survey URL. - The overall satisfaction rating provided by the customer.
Any surveys listed here that have an invalid Support Group Code or Segment Code and an Overall Satisfaction Rating lower than your alert threshold (e.g. 6) will not have had an 'unhappy customer' alert generated for them. Therefore, you may want to notify the relevant Support Lead about any ticket on this list that resulted in an unhappy customer.
When a survey is in error, you can either fix it (pencil icon) or delete it (delete icon).
Having chosen a survey to 'fix', select the correct Support Group or Customer Segment from the drop-down list and click 'Update and go back to list'.
Having allocated the correct Support Group or Customer Segment to the Survey it will no longer appear on the list of invalid surveys.
If the Support Group was invalid but the Customer Segment was valid, only the Support Group field will appear on the edit screen. If the Customer Segment was valid but the Support Group was valid, only the Customer Segment field will appear on the edit screen.
Fix CCS Feedback Errors
The CCS Feedback Errors list shows:
- The date/time that the feedback was submitted (GMT).
- The reference number of the feedback (automatically allocated by CIOPulse).
- Feedback Type. Compliment, Complaint or Suggestion.
- The Support Group Code. This is the code that was passed through to CIOPulse via the
rgidparameter in the CCS form URL.
Having chosen a CCS response to 'fix', select the correct Support Group from the drop-down list and click 'Update and go back to list'.
Having allocated the correct Support Group to the CCS response, it will no longer appear on the list of invalid CCS feedback.
Fix Relationship Survey Errors
The Relationship Survey Errors list shows:
- The date/time that the survey was submitted (GMT).
- The Relationship Survey Code. This is the code that was passed through to CIOPulse via the
rsidparameter in the survey URL. - The Segment 1 Code. This is the code that was passed through to CIOPulse via the
sgid1parameter in the survey URL. - The Segment 2 Code. This is the code that was passed through to CIOPulse via the
sgid2parameter in the survey URL. - The Customer that the survey was completed for. This is the customer reference that was passed through to CIOPulse via the
cidparameter in the survey URL. If thecidparameter was blank this will say "Anonymous". - The satisfaction rating provided by the customer.
Having chosen a survey to 'fix', select the correct Relationship Survey or Customer Segment (1 or 2) from the drop-down list and click 'Update and go back to list'.
Having allocated the correct Relationship Survey or Customer Segment (1 or 2) to the Survey, it will no longer appear on the list of invalid surveys.
Only fields that are invalid will appear on the edit screen. For example, if only the Relationship Survey Code was invalid for this relationship survey, only the Relationship Survey field would appear on this screen.
Reassign Transactional Surveys
When you access the Reassign Transactional Surveys function, it shows your history of survey reassignments. To reassign one or more surveys (e.g. from one Support Group to anothe), click the 'Reassign Surveys' hyperlink.
Your reassignment history shows:
- The date/time of the reassignment (GMT).
- The ticket(s) whose surveys were reassigned.
- The Support Group these tickets were reassigned to.
- The Agent these tickets were reassigned to.
- The Customer Segment these tickets were reassigned to.
- The Customer these tickets were reassigned to.
- Whatever notes were entered to explain why the survey(s) were reassigned.
- The email address of the administrator who did the reassignment.
Click the 'Export' button to export your history to Excel. This is the best way to see the full Tickets and Reason fields for each reassignment.
To perform a reassignment, click 'Reassign Surveys'.
Enter one or more ticket numbers (comma-separated) in the Tickets field and the reason for the survey reassignment in the Reason field. Choose/enter values into one or more of the 'Reassign to...' fields.
If a Support Lead has already received a Service Recovery Alert for a survey that is then reassigned to another Support Group, the Support Lead of the new Support Group will not receive another alert, i.e. Service Recovery Alerts are only ever generated once.
Use the Export function to see your complete reassignment history without the 'Tickets' and 'Reason for Reassigning' fields being truncated.
When a survey is reassigned from one Support Group to another, Net Promoter Scores shown on the Net Promoter Gauges of both Support Groups may take up to 12 hours to reflect the change.
Interactive dashboards will reflect the change within 15 minutes.
Historical monthly management reports are snapshots in time and the Net Promoter Scores shown on the trend chart are never updated.