Feedback
Quality Feedback is feedback that a Customer or User offers on their satisfaction or dissatisfaction with the services or products provided by the organization. It is a formal mechanism for capturing insights that are able to directly impact product development, service delivery, and customer experience.
Quality Feedback records contain several fields to record ratings against defined parameters, along with qualitative comments. This allows both quantifiable data and qualitative comments to be captured for an overall picture of performance. Utilizing Quality Feedback Templates provides consistency by pre-populating parameters to be rated for standardized collection across various surveys, customer segments, or assessment moments.
Where feedback points out problems or falls short of expectations, a Quality Action can be triggered directly from the feedback record. In this way, corrective or preventive action is always taken based on feedback seriousness and type, closing the organizational response loop to customer input.
To access Quality Feedback, navigate to:
1. Creating a Quality Feedback
- Move to the Quality Feedback list and click on New.
- Choose the source of feedback – whether from a Customer or from a User (an ERPNext account User).
- Choose the particular Customer or User who is providing the feedback to ensure traceability.
- Use a Quality Feedback Template which will automatically enter the predetermined parameters into the record. This makes standardization and ensures less manual input.
- The date field will be populated with today's date but can be altered if need be.
- In the Parameters table, provide the following information:
- Parameter: Predefined quality characteristics or processes retrieved from the Quality Feedback Template.
- Rating: A rating for the parameter, usually on a scale of 1 to 5, indicating the degree of satisfaction or compliance.
- Feedback: Qualitative feedback explaining why a rating has been assigned, offering suggestions, or making special observations.
- Save the record after all fields are filled.
This formal process will ensure that all key areas of customer or user input are picked up faithfully, mined and ready to be analyzed/action taken.