Quality Survey Functionality
Table of Contents
3.1. Company Table Level Setup 5
3.2.3. Private Party Partner Type 7
4.3. Service order selection logic for sending emails 18
Update history
General
Companies offer surveys to their customers post job completion in order to get insight regarding the quality of service rendered. In this case the surveys pertain to overall moving experience of the shipper as well as specific parts of it. The results of surveys can give a better picture to companies, which may help in making key operational improvement decisions. These surveys can be configured through RedSky, where an email can be sent to the shipper and the survey results are displayed at the service order level.
This document provides a guide on how to setup and use the survey functionality within RedSky.
Survey types
The Corp id’s can select to have ‘Just Say Yes’ or ‘Quality Survey’ for their partners.
Just Say Yes: The coordinator sends an email to the customer with a request, to give an evaluation on the services delivered. The evaluation is given by replying to the email (free format). The evaluation (email) is manually uploaded to the File Cabinet.
Quality Survey: The customer receives an email with a link to an online survey form. This functionality will be explained in this document.
Survey Setup
To be able to use the Survey functionality, this has to be configured on multiple levels:
Company Table Level
Partner Level
Customer File level
Company Table Level Setup
This setting is applied by RedSky. Based on what is selected at the company table level, the users will able to add more details for each partner.
Survey types
If at the company table level only the ‘Just Say Yes’ option is checked, then at the Partner level you will only be able to select the ‘Just Say Yes’ option and the same option is available at the service order level.
If at the company table level only ‘Quality Survey’ option is checked, then at the Partner level the users will be able to view details related to the quality measurement and same option will be available at the service order level.
If at the company table level both the options are selected, then the user will have an option to select the customer feedback at the partner level in the additional info page.
If at the company table level, the partner code for private clients is missing and the user selects to have quality survey for a private customer, then no email will be triggered. For an email to be sent to Private clients it is mandatory to have the standard partner code mentioned in the company table and ‘Quality Survey’ checked at the partner level.
Partner Level Setup
The Partner level setup is done for Account, Agent, and Private Party types only.
Account Partner Type
Once the Quality Survey check box is checked at the company table level, the Quality Measurement section is made available in the Additional Info page at the Partner level.
Quality Measurement (‘Administration’ → ‘Partner’→ ‘Account’→ ‘Additional Info’)
If the account user selects the ‘Just Say Yes’ option, then the user will be able to view only this option under the customer feedback section at the service order level.
If the account user selects the ‘Quality Survey’ option, then the user will be able to view only this option under the customer feedback section at the service order level.
The account user can select the check box for ‘No Transferee Evaluation’ in case if they wish not to send in any survey emails to the transferee.
The account user can select the check box for ‘One Request Per CF’ in order to send only one email to the transferee per customer file. Whenever this option is selected the system applies a filter with regards to the Job type of the shipment. The job type should match that of the customer file. If there are multiple orders with the same job type, then the next preference will be given to the mode of the shipment. The shipment with the Mode Sea will be given first preference. The next preference will be given to the Road shipments, then Air and then Long-term storage. When there are multiple shipments with the same mode then the email is sent for the one which has the lowest ID.
The account user can select the rating scale as desired and the survey result will be displayed at the service order level based on the rating scale selected.
Under the Quality Measurement section there is sub section for Quality Survey Results. This section is utilized to display the survey reports at the account portal.
Quality Survey results (‘Administration’ → ‘Partner’→ ‘Account’→ ‘Additional Info’)
The Description field will form the report name.
The link field will map the report from the Key Survey website.
These reports are displayed at the account portal under the menu Mgnt info?partner extract.
Quality Survey Results (‘Mgmt. Info’ → ‘Partner Extracts’)
Agent Partner type
The setup for this partner type is the same as Account partner type. The logic for triggering the email is also similar.
Private Party Partner Type
As there is no ‘Additional Info’ page available for Private Party partner type, a new section ‘Customer Feedback’ is made available at the partner details page.
Customer Feedback (‘Administration’ → ‘Partner’→ ‘Private Party’→ ‘Private Party Detail’)
To enable the company to have a high-level setup for all private clients, a new Account type partner code will be created and added in the company table. In the Additional info page of this partner code the admin user will define the Quality Measurements which will be standard across all private clients.
To trigger the survey email the user will have to select the ‘Quality Survey’ button in the partner details page.
The survey email setup and the logic for triggering the email will remain like that of the Account partner type.
Survey Configuration
!NOTE: Chapters 2.3, 2.4, and 3.1 contain technical information on configuring the survey output. It is highly recommended to execute this configuration together with an admin of the RedSky User Support Centre.
Once the partner level setup is complete, the admin user will need to configure surveys and emails. These can be configured through the menu Administration?Survey Configuration.
Survey Configuration (‘Administration’ → ‘Survey Configuration’)
All the active partners wherein the ‘Quality Survey’ radio button is selected at the partner level will be listed in the Quality Survey Lists. They will be listed multiple times based on the number of job types. One general setup will also be created for various mode (Air/Sea/Truck) and relocation services. Email from the general setup is sent only when email for the job type corresponding to the service order is not setup.
In order to configure the surveys and emails the user needs to click on the Partner code link. This opens the email configuration page.
Email Configuration List (‘Administration’ → ‘Survey Configuration’)
The partner code and the partner name will be mentioned on the email configuration section and will be non-editable.
The survey form drop-down will have a list of surveys configured. The admin user can add new surveys and edit existing once through add or edit icons.
Add Survey (‘Administration’ → ‘Survey Configuration’)
To add new surveys the user will have to fill in the above survey form.
All the fields on the survey form are mandatory. If the user misses out any the system will immediately prompt to add the missing details.
All the details added in this form will be copied in the ref master QUALITYSURVEYURL and ASNWERIDPARAM.
The survey ID field will have the survey number from the Key Survey website.
The user can name the survey as per his requirement.
In the URL field, the user will have to copy the survey URL from Key Survey. This link will be sent in the email sent to recipients to access the survey.
All the fields under the ANSWERIDPARAM will contain the answer id code from the Key Survey. The admin user will have to mention the type of question (whether text, radio button or a drop down value) in the ‘Type‘ field and the size (5 radio buttons against one answer id, 10 drop down values with 10 answer id’s)
JOBID – In this field the admin user will have to select the question number which has the import data option on the key survey. The answer value will be the value wherein the service order number on the survey is displayed. The type will be ‘text’ and size ‘1’ by default.
TRANSFEREE – The answer id received when we inspect element on a question related to transferee remarks will be added in this field. We do not need to map the question number. The type will be ‘text’ and the size ‘1’ by default. The remarks added in by the shipper in the survey will be displayed in the ‘Transferee remarks’ column at the service order level.
RECOMMEND – The answer id received from the key survey is added in this field. If the question is of type radio button’, there will be only one answer id and the size can be based on the number of radio buttons (positional values). The answer (radio button) selected by the shipper will be converted into a translational value through ‘ANSWERVALUE’ ref master (mentioned in the Survey result mapping section) and displayed in the ‘Recommend’ field at the service order level.
DESTINATION, ORIGIN, OVERALL, PRE-MOVE – Similarly all other parameters need to be filled in with the answer ids received from the related questions in the Key Survey. In case if a question is of type ‘Drop Down’ then the admin user will have to add all the answer id’s related to the question. Note – each drop down value will have a separate answer id. The size will be equivalent to the number of drop-down values. The translational value of each answer id will be selected through the ‘ANSWERVALUE’ ref master and displayed in their respective fields at the service order level.
Based on the rating scale selected at the account level the actual values (results) will be displayed at the service order level.
Once this form is saved, the survey will appear in the survey form drop down.
The Delay day’s field is used to define, as to when a reminder will be sent to the recipient. The first survey email is sent when the actual delivery date is populated for non-relocation shipments and the service finished date in case of relocation shipments. The system will check whether the survey has been taken by the recipient before sending the reminder for the same. The reminder will be sent after the delay days from the last email sent.
The user can also set the number of reminders he wants to send the recipient through the Send Limit field. He can send up to six reminder emails. In all a maximum of seven emails can be sent to the recipient. Once the send limit is sent the user will have to configure those many reminders under the email configuration list. If he misses any, the system will prompt him to add the reminders.
Email Configuration
!NOTE: Chapters 2.3, 2.4, and 3.1 contain technical information on configuring the survey output. It is highly recommended to execute this configuration together with an admin of the RedSky User Support Centre.
Email Configuration List
The email sent to the recipient can be configured (personalized) through the email configuration list. The email can be added or edited through add or edit icons. The email has four parts –
Recipient – Using the add icon the user can add the recipients email address. The details added here are copied in the ref master QSURVEYRECIPIENT. The name will be added in the drop down for the user to select. The Description will have the field through which the email will be populated.
Survey Recipient
Subject – Using the add icon the user can add the subject line. The details added here will be saved in the ref master QSURVEYSUBJECT. The name will be added in the drop down for the user to select. The description can be personalized as per the user’s requirement.
Survey Subject
Body - Using the add icon the user can add the email body. The details added here will be saved in the ref master QSURVEYBODY. The name will be added in the drop down for the user to select. The description can be personalized as per the user’s requirement. (the name of the recipient, SO #, mode, origin and destination city and the delivery date can be personalized).
Survey Body
Signature - Using the add icon the user can add the signature details and the senders email address. The details added here will be saved in the ref master QSURVEYSIGNATURE. The name will be added in the drop down for the user to select. The description can be personalized as per the user’s requirement.
Survey Signature
The survey and emails details can be copied to the child account only when the user clicks the ‘Update Child Account’ button.
The child account will be excluded from the parent account update if the ‘Exclude from Parents update’ check box is selected.
The user can complete the email configuration list and save this page.
The below mentioned parameters with descriptions to be used for survey configuration and anything bounded by the delimiter ^$ is dynamic and can be replaced by real values when the email is created to be sent out.
.
Tags for Relocation Services –
Based on the above parameters set a survey email is sent to the recipient.
Example –
Dear Mr. Wlsan Watan,
The delivery of your SEA shipment from Bangkok (TH) to Seoul (KR) was on
9-Jul-2011. We as well as your employer are interested in your experiences. We
would like to ask for 1 minute of your valued time to fill out an online
questionnaire. The personalized questionnaire for the specific shipment can be
found [Here].
Please note that in case of multiple shipments (i.e. an AIR and a SEA shipment)
a separate questionnaire will be sent for each shipment. We ask you to limit
this evaluation to the SEA shipment from Bangkok (TH) to Seoul (KR).
Kind Regards,
Harmony Relocation Network
Leeuwenveldseweg 16m
The Netherlands
Tel: +31 294 415012
Email: customerservice@uts-int.com
Internet: www.uts-international.com
Customer File
The only Survey setting, that can be made in the customer file, is a checkbox which disables the survey emails to the transferee.
If the transferee selectively elects not to receive any survey emails, then the coordinator needs to select the ‘Do not send quality request’ check box at the customer file page
Customer File
Once this check box is selected no emails will be sent to the transferee even if a survey has been configured.
System Behaviour
A survey email will be triggered only when the following parameters are met
Service order must have an actual delivery date, or a service complete date and the date should be less than 90 days from the system date.
Quality survey return date should be null.
The account / agent in the service order should have “No transferee evaluation” check box unchecked.
The service order should not be under the customer file wherein the “Do not send Quality request” check box is checked.
For the sending of the survey emails there is an advance selection logic. This logic can be found in chapter
Once a survey email is received, the recipient will need to click on the link mentioned in the email. This link will take him to the survey form at the Key Survey website. The recipient will key in the answers and submit the survey.
Survey result mapping
!NOTE: Chapters 2.3, 2.4, and 3.1 contain technical information on configuring the survey output. It is highly recommended to execute this configuration together with an admin of the RedSky User Support Centre.
The answers to the survey questions received from the key survey are further translated into desired values. These values are configured by the admin user in the ref master ANSWERVALUE.
Edit Refmaster ANSWERVALUE (‘Administration’ → ‘Reference’)
The answer id will be the code, the Flex 1 field will have the positional value of the answer (1, 2, 3 etc), the Flex 2 field will have the actual value of the position according to the rating scale 1-10 and the Flex 3 field will have the actual values of the position according to the rating scale 1-6.
Based on the rating scale selected at the partner level the actual values (results) will be displayed at the service order level.
For the parameters which are type ‘Radio Button’ there will be one answer id and multiple positional values. Each positional value will be translated separately in the ANSWERVALUE ref master. The flex 1 field will be the positional value of the radio buttons.
Refmaster ANSWERVALUE (‘Administration’ → ‘Reference’)
For the parameters which are type ‘Drop Down’ there will be multiple answer ids. Each answer id will have a translational value in the ANSWERVALUE ref master. The flex 1 field will be the position of the answer id in the drop-down list. (Note – every position in the drop-down list has a separate answer id)
Refmaster ANSWERVALUE (‘Administration’ → ‘Reference’)
Survey result display
Once the survey has been submitted by the recipient the same will be mapped as above and displayed on the service order detail page.
Service Order Detail Page
Sent Date – The date when the first email is sent to the recipient will be displayed in sent date field.
Return date – The date when the recipient submits the survey will be displayed in the return date field.
No of emails sent – This will be displayed based on the number of emails sent to the recipient before the survey was taken. (First survey email + reminders)
Quality Survey Executed by – This will be defaulted to ‘Key Survey’
Rating Scale – The rating scale selected by the account user at the additional info page will be displayed.
Pre-Move Survey, Origin services, Destination services, Over All and Recommendation fields are not editable and, based on the survey result mapping the results will be displayed.
Remarks – Three remark columns will be displayed at the service order level.
General – This remark column can be viewed and edited by all the users.
Transferee – This is a non-editable field and the text remarks added by the recipient in the survey will be displayed.
Internal – This remark field can be viewed and edited by Corp Id users only. This will not be viewed by the account portal users.
This section of the service order has not been linked / synched. Only in case of CMM /DMM orders this section can be viewed by both the RedSky User Company involved in the move.
If an agent code has been setup for quality survey and the same is been setup by another RedSky user company, two separate emails will be sent to the transferee based on the configuration and the results will be displayed the respective service order.
Service order selection logic for sending emails
When the bill to code is either Account / Agent / Private Party only.
If there are multiple service orders with the same bill to code and “One email per CF” is checked, the system will first match the job type of the service order with the customer file. An email will be sent for that service order only.
If the multiple service orders have the same job type, then the system will check for the priority of the mode.
If the job type and mode is same in multiple service orders, then the system will send an email for first created service order.
If there are no service orders which match the job type of the customer file, then the system will check for the priority of the mode for sending an email.
If “One email per CF” is unchecked at the partner level, then email for all the service orders will be sent.
If the job type is Non Relo and the configuration per job type is not available under Survey configuration, the email template and number of reminders will be sent from the Generic setup (i.e Air/Sea/Truck) for that partner.
If job Type of the service order is Relo the system will pick the template and number of reminder and other details from Relo Setup under survey configuration for that partner.
When multiple bill to codes exists under a customer file and are of different partner type.
If there are different partner types involved, the Account partner type will be given priority followed by the Agent partner type and Private Party will be the last. The system would first look for the partner type, if it is account then it will follow the account setup and ignore the rest of the service orders. If there are multiple service orders with the account partner type it will then follow the order of preference i.e first by Job type, then by Mode and then by the lowest service order ID.
If there are multiple service orders with Account and Private Party and the Account partner type has “One email per CF” checked, then only one email will be sent for that service order.
CF # (Job Type: INT)
SO1# (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party} )
SO2# (Job Type: INT, Mode: SEA, Bill To Code: {P.Party} )
SO3# (Job Type: INT, Mode: SEA, Bill To Code: {Account }----- Email sent for SO3
CF # (Job Type: INT)
SO1# (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party} )
SO2# (Job Type: INT, Mode: SEA, Bill To Code: {P.Party} )
SO3# (Job Type: RELO, Bill To Code: {Account }) ------- Email sent for SO3
CF # (Job Type: INT)
SO1# (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party} )
SO2# (Job Type: LOG, Mode: SEA, Bill To Code: {P.Party} )
SO3# (Job Type: RELO, Bill To Code: {Account }) ----- Email will be sent for SO3
If there are multiple service orders with Account and Private Party and the Account partner type has “One email per CF” unchecked, then email will be sent for all service orders.
CF # (Job Type: INT)
SO1# (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party} )
SO2# (Job Type: INT, Mode: SEA, Bill To Code: {P.Party} )
SO3# (Job Type: INT,Mode: SEA, Bill To Code: {Account }) ----- Email sent for all the three service orders
The same logic will be followed when a service order has both the Partner type Agent and Private Party. The Agent partner type will be given priority in this instance.
Examples available on Dev 2 –
An example with multiple service orders with bill to code private party, same job type in all service orders but different mode. Email template from international job type setup under survey configuration. (One email per CF is true for the Private Party).
An Account partner type with the name “Quality Survey Private Customer” (T98420) has been created on Dev 2 which would be the standard setup for Private parties. For this standard account T98420, Quality survey is configured for the following job types under Administration -> Survey configuration Air/Sea/Truck, Relocation, International and European.
CF # UTSI1006264 (Job Type: INT)
SO1# UTSI100626401 (Job Type: INT, Mode: SEA, Bill To Code: {P.Party-T82642})
SO2#UTSI100626402 (Job Type: INT, Mode: AIR, Bill To Code: {P.Party-T82642} )—email will be sent to SO1.
Survey email example 1.
All the four examples used in the point 2 of Service order selection logic for sending emails section
If there are multiple service orders with Account and Private Party and the Account partner type has “One email per CF” checked, then only one email will be sent for that service order.
Test case 1 - CF # UTSI1006257 (Job Type: INT)
SO1# UTSI1006257-01(Job Type: EURO, Mode: SEA, Bill To Code: {P.Party-T41298} )
SO2# UTSI1006257-02(Job Type: INT, Mode: SEA, Bill To Code: {P.Party-T41298} )
SO3# UTSI1006257-03 (Job Type: INT, Mode: SEA, Bill To Code: {Account -T76041}—email will be sent to SO3
Survey email and output example (Testcase 1)
Test case 2 - CF # UTSI1006259 (Job Type: INT)
SO1# UTSI1006259-01(Job Type: EURO, Mode: SEA, Bill To Code: {P.Party-T82642} )
SO2# UTSI1006259-02(Job Type: INT, Mode: SEA, Bill To Code: {P.Party-T82642} )
SO3# UTSI1006259-03(Job Type: RELO, Bill To Code: {Account- T56292 })—email is sent to SO3
Survey email and output example (Testcase 2)
Test case 3 - CF # UTSI1006260 (Job Type: INT)
SO1# UTSI1006260-01 (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party-T82642} )
SO2# UTSI1006260-02 (Job Type: LOG, Mode: SEA, Bill To Code: {P.Party-T82642} )
SO3# UTSI1006260-03(Job Type: RELO, Bill To Code: {Account -T56292}) -----email will be sent to SO3.
Survey email example (Test case 3)
If there are multiple service orders with Account and Private Party and the Account partner type has “One email per CF” unchecked, then email will be sent for all service orders.
CF #UTSI1006262 (Job Type: INT)
SO1#UTSI1006262-01 (Job Type: EURO, Mode: SEA, Bill To Code: {P.Party-T82642})
SO2#UTSI1006262-02(Job Type: INT, Mode: SEA, Bill To Code: {P.Party-T82642} )
SO3#UTSI1006262-03(Job Type: INT, Mode: SEA, Bill To Code: {Account -T56292}) –email will be sent to all the service orders.
Survey email and output example (Private Party and multiple S/O’s)
Survey email and output example (Private Party and multiple S/O’s)
Survey email and output example (Private Party and multiple S/O’s)