CMS3 Client Satisfaction Survey Module

Transcription

1 CMS3 Client Satisfaction Survey Module CMS3 Client Satisfaction Survey Module Page 1

2 Introduction This module is designed to encourage clients to complete a "satisfaction survey" and to collect results. We expect that most firms will want to do this on a monthly basis in which case the overall process can be summarised as follows: 1. First you export information about all cases closed during the month 2. Open this in Excel, review the information and prepare a set of clean data 3. Login to the website and go to the "/site/invitations" page 4. Upload the datafile and select which satifaction survey to use (there may be different satisfaction surveys for different types of work) 5. The system will send an attractive, HTML to each Client inviting them to complete the survey (link) 6. The Client clicks through to the one-page survey form which has been pre-populated with their information (if necessary fields can be pre-populated but hidden from view) 7. On completion a copy of the survey is sent to you 8. Formal analysis of the result is best done in Excel - simply login to the "Forms" area of your website and use the "download" option to export a CSV file of all data for a specificed period. The process can also be triggered on a one-by-one basis by completing an invitation form for a single Client rather than having to upload a datafile. Why Not Use A Standard Survey Tool? There are several reasons why "standard" tools don't work very well in situations like this. Most survey products are generalised tools which often have restrictions which make them unsuitable. Some survey tools are better than others but all we have considered have suffered from one or more of these problems: Inability to pre-populate the form with Client data (including some hidden fields) Inability to design and send attractive HTML invitations (containing personalised information) Restrictions on question formats and limited control over the the overall look-and-feel of the survey Exporting Case Data In order to send invitations out in bulk at the end of each month, we assume that you can export a list of all cases closed in the period together with some basic information about the client (including address). CMS3 Client Satisfaction Survey Module Page 2

3 Format for the Data File The ClientSatisfactionSurvey Module needs you to import data as a "tab delimited file" with field in exactly this order: 1. client_id - your unique identification of the Client 2. first_name - the Client's first name 3. last_name - the Client's last name 4. salutation - Mr, Mrs, Dr etc 5. company_name - the name of the Client's company (if any) 6. _address - the Client's address 7. record_id - this could be your "case number" or perhaps the internal record ID for the client in your CRM system 8. distribution_ - an alternative distribution address for completed forms (see notes below) By default, all completed survey forms are sent to a fixed address (e.g. surveyresults@lawfirm.com) but this field give you the option to send a copy to a different address. For example, you may want to circulate results to different departments based on the type of work that was completed. CMS3 Client Satisfaction Survey Module Page 3

4 Data Preparation and Cleaning Open your datafile in Excel so you can review it. Move the columns around to ensure that they are in exactly the right order (see 1) Remove any records that have invalid addresses (see 2) Sort the sheet by address and remove any blank records (see 3) Make sure that all records have a client_id (see 4) CMS3 Client Satisfaction Survey Module Page 4

5 Save as TAB Delimited Company Names can sometimes have commas in them which causes problems when saving in CSV format, so make sure that you save the file as TAB delimited instead (see 1). CMS3 Client Satisfaction Survey Module Page 5

6 Login to the Website Visit the Invitations section of your website <yourdomainname>/site/invitations/ - you will be required to login if you haven't already done so. Any Administrator CMS3 Client Satisfaction Survey Module Page 6

7 Upload the File Use the Browse button to select the correct datafile for upload (see 1) then "Load CSV" (see 2). Remember, the file must be in TAB delimited format (if saved from Excel the file extension will be.txt) CMS3 Client Satisfaction Survey Module Page 7

8 Review Data Errors As soon as you upload a file, the system performs some basic checks and will report on the most obvious errors (see 1). If there are any errors you must correct these in the original XLS, resave the file and upload it again. CMS3 Client Satisfaction Survey Module Page 8

9 Correct Errors and Re-Upload Correct the errors (see 1, 2 and 3) and resave the file as before. Re-Upload the File Use the "Back" button (see 1) to return to step 1 and re-upload the file CMS3 Client Satisfaction Survey Module Page 9

10 Specify Subject and From Address for Mailshot Make sure that you specify a Subject for the invitation (see 1) as well as the From-address (see 2). The address must be in form "clientservices@lawfirm.com" (not the more complex syntax of "Client Services <clientservices@lawfirm.com>") CMS3 Client Satisfaction Survey Module Page 10

11 Confirmation If all data errors have been corrected the system will respond with a page to confirm that the mailshot has been queued. View The Mailshot Navigate to Newsletters under the "Admin" menu to review the status of all mailshots. CMS3 Client Satisfaction Survey Module Page 11

12 Monitor the Status of the Invitations Invitation are treated by the system as a special type of Newsletter so you'll see each batch of invitations listed (see 1) together with any newsletters that you might have sent. The status of each invitation newsletter is shown (see 2). The Invitation ( ) The Client receives an HTML and needs only to click the big red button (see 1) CMS3 Client Satisfaction Survey Module Page 12

13 The Survey (Webpage) Having clicked on the link in the Invitation , the Client is then presented with a well formatted web form. The details of this particular form have been deliberately obscured (see 1). CMS3 Client Satisfaction Survey Module Page 13

14 Survey Submission (Webpage) We recommend that the forms are made as brief as possible - completion in 15 seconds would be ideal. At the end of the process the Client submits the data (see 1) CMS3 Client Satisfaction Survey Module Page 14

15 Survey Results ( ) The results of each individual survey are sent via to a defined address (which is often a distribution list). A copy is also sent to the address specified in the datafile as the "distribution_ " field (if any was specified). The is formatted as bar charts to give some visual indication of results. The details of this particular form have been deliberately obscured (see 1). Optionally, a copy of the survey results for this particular Client can also attached to the in CSV or XML format. CMS3 Client Satisfaction Survey Module Page 15

16 Download Survey Results To download all results data, go to the "Forms" section of "Admin" (see 1) and select the correct type of form (see 2). Specify a date range (see 3) and select the correct form from the drop-down list (4) then "Search" (see 5). The system responds with a CSV file of all results which can be analysed and charted using tools such as Excel. CMS3 Client Satisfaction Survey Module Page 16