Overview - HxGN EAM - 12.0 - Feature Briefs - Hexagon

HxGN EAM Customer Surveys

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English
Product
HxGN EAM
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Feature Briefs
HxGN EAM Version
12

The Customer Surveys feature of HxGN EAM provides the ability for a system administrator, quality analyst, or a customer service representative to create or edit a Customer Survey header record that provides the framework of the Customer Survey, specify questions that form the nucleus of the Customer Survey, define a list of permissible answers for certain question types and establish an entity trigger (Work Order, Service Request or Call Center) that would initiate the generation of the Customer Survey.

When a Customer Survey is completed, the results are made available on a tab of the Customer Survey record.

The objective of the Customer Surveys feature of HxGN EAM is to request and receive feedback from users, customers and others regarding responsiveness, effectiveness and thoroughness of Work Order, Service Request and Call Center activities.

The results of completed surveys must be stored in a location specific to the survey, easily accessed and presented in a cohesive fashion for further analysis and follow-up.

The Customer Surveys feature of HxGN EAM provides the ability for a system administrator, quality analyst, or a customer service representative to complete the following tasks:

  • Create or edit a new/existing Customer Survey header record with title, message, routing and date parameters that provide the framework of the Customer Survey.

  • Create or edit new or existing questions that provide the nucleus of the Customer Survey. Questions may be in any combination of the following types:

    • Text

    • Numeric

    • Integer

    • Radio Button

    • Check box

  • For Radio Button and Check box type questions, create a list of acceptable answers.

  • Create/edit a trigger that would initiate the generation of the Customer Survey based on actions within the following entities:

    • Work Order

    • Call Center

    • Service Request

  • When a Customer Survey is completed, the results are made available in a tab of the Customer Survey in a structured, cohesive format, easily downloaded for follow-up and analysis.