The ability to review service provider performance with both ratings and reviews through Provider Reviews and Ratings provides more information and hence the ability to make better decisions.
Ratings are based on a five-star scale, while reviews provide the opportunity for a more detailed description.
This capability incorporates subjective feedback from location managers as part of your service provider performance measurement. Combined with the objective performance measurement in the Contractor Scorecard, you get an overall picture of service provider performance.
When you review a work order that a service provider marked as complete (in the Completed/Pending Confirmation) status, you can:
- Mark the work order as complete or not;
- Provide a star rating for completed work based on factors such as the quality and timeliness of service;
- Add a comment to provide additional information.
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With the Provider Reviews and Ratings feature, you may leave review on work orders through Service Automation, Dashboard, and SC mobile app. You may also initiate review from feedback reminder emails. Please contact your ServiceChannel Administrator to enable Provider Reviews and Ratings for your company. |
The Review Process
Once a service provider marks a work order as complete, the work order status changes to Completed/Pending Confirmation. Following this, an email is sent to the original work order requestor and/or the location contact every night for the set number of days (usually 3 to 5 days), notifying that the work order is awaiting review.
It is best practice to provide feedback within this timeframe. After this period, work orders are usually set to Auto-Confirm, and progress to Completed/Confirmed status.
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Your Service Channel administrator determines your review configuration. |
Through your review, you may:
- Advance a work order to the Completed/Confirmed status by selecting Yes.
- Reverse a work order to the In Progress status by selecting No.
Leaving Work Order Reviews from the Dashboard
All work orders requiring your review list in the Leave Review page of your dashboard. In addition to adding reviews, from the Leave Review page, you may also add a note or download the work orders.
When you leave review on work orders through the dashboard, your history of reviews is stored. You may view your review history as well as that of other users for service providers assigned to your locations.
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| title | ⦿ How to How to Leave Review through Dashboard 2.0 |
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- On your dashboard, click the # Leave Review tab. All work orders requiring review appear.
- Mark a work order’s completion:
- To mark as Complete:
- In the desired work order listing, select Yes in the Is Work Complete? Section. The Select a Star Rating field appears.
- Select the appropriate number of stars.
- (Suggested) Enter comments describing the quality of service.
- Click Send Review. The page refreshes, and a grey check mark appears next to “x Stars chosen”, where x is the number of stars chosen.
Mark the work as incomplete: - In the desired work order listing, select No in the Is Work Complete? section. The Leave a comment box appears.
- Enter a comment explaining why the work is incomplete and click Send the provider back to complete the work button. The work order moves back to In Progress status and the service provider receives a notification to contact the location, along with information on the status reversal.
- Repeat step 2 for all desired work orders.
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Adding a Note from the Leave Review Page
Before you leave review on a work order, should you want to add any note to the work order, you may so do from the Leave Review page.
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| title | ⦿ How to How To Add a Note from the Leave Review Page |
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- On your dashboard, click the # Leave Review tab. All work orders requiring review appear.
- Mark a work order’s completion:
- To mark as Complete:
- In the desired work order listing, select Yes in the Is Work Complete? Section. The Select a Star Rating field appears.
- Select the appropriate number of stars.
- (Suggested) Enter comments describing the quality of service.
- Click Send Review. The page refreshes, and a grey check mark appears next to “x Stars chosen”, where x is the number of stars chosen.
Mark the work as incomplete: - In the desired work order listing, select No in the Is Work Complete? section. The Leave a comment box appears.
- Enter a comment explaining why the work is incomplete and click Send the provider back to complete the work button. The work order moves back to In Progress status and the service provider receives a notification to contact the location, along with information on the status reversal.
- Repeat step 2 for all desired work orders.
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Downloading Work Orders Awaiting Review
To download an Excel report of the work orders awaiting review, click the Export to Excel button. Work order details such as the tracking number, problem details, NTE, and troubleshooting download to your device.
