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In the ServiceChannel Mobile app, you can evaluate your providers’ services as well as see the provider reviews history. When you provide feedback on a work order, you can do the following:

• Mark the service request as complete or not
• Provide a star rating for completed work based on factors such as the quality and timeliness timelines of service;
• Add a comment to provide additional information.

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.

Note: 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.the work order to furnish additional information

Once you tap Reviews on the ServiceChannel Mobile home screen, you land on the list of locations you have access to. You can select a location for which you need to rate work orders or see the provider reviews history. The Work Orders tab contains the service requests awaiting your feedback, while the Providers tab shows the reviews that were submitted earlier to evaluate the provider's performance.

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Work Order Reviews

You can find the work orders for which you need to rate your providers’ services on the Work Orders tab of the Reviews screen of a specific location.

The statuses of work orders awaiting your review may vary. Based on your company business needs, different statuses may trigger the review process. As a rule, you need to review work orders in the Completed / Pending Confirmation status. You can update a previously submitted review if a service request was moved back to this status.

Leaving a Review for a Work Order

The purpose of providing a work order review is to confirm that the required job has been completed. When you review completed work orders, you star rate the provider’s work and may answer some additional questions regarding the quality of rendered services.

Should the work turn out to be incomplete or poorly performed, you can send the provider back to the location to complete the job.

In addition to providing a review, you can perform the following actions from the work order screen:

• Navigate to the details of a work order and add notes or attachments to it
• View the check-in/out details providing information on when the technician worked on the service request

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bgColor #F9F9F9 titleColor #0e3367 titleBGColor #EAEAEA borderStyle none title ⦿ How to leave reviews on work orders	Leave a Review for a Work Order
On the home screen, tap Reviews , the . A list of locations page a. Under Work Order tab, Select the work order that needs to review, select No in the Is Work Complete? section. The Leave a comment box appears. Image Removedb. Enter appears. Image Removed To mark as Complete: a. Under Work Order tab, select the work order that needs to review, select Yes in the Is Work Complete? The Select a Star Rating field appears. Image Removed b. Select the appropriate number of stars. c. (Suggested) Enter comments describing the quality of service. d. On this page, the work order details and notes under Details and Notes tab are available if you need to refresh your knowledge on the work order. Under Providers tab, you could review the previous ratings and comments for selected service providers. e. Click Done to submit the reviews. A pop-up window appears, indicating the Tracking # and an email was sent to the service provider of your request. Note: In case you mark a work order as complete and give less than 3 stars, comments are required. To mark as incomplete: Image Added Select the desired location from the list. Alternatively, switch to the Map tab, and choose a location on the map. The list of work orders pending your review appears. Image Added On the Work Orders tab, find the work order you need to review, and tap it. Image Added Mark whether the work is complete or not. Expand title To mark as complete: Select Yes under the Is the work complete and to specifications? question. Image Added Select the suitable number of stars to rate the provider’s work. Enter a comment describing the quality of rendered services. The comment is mandatory if you rate the work with one or two stars. Note If additional survey questions are enabled for your company, they appear under Feedback Questions after you leave a star rating and tap Next. Answer the suggested questions. If you need to go back to the rating screen, tap Previous. Image Added Your admin can make answering additional questions mandatory. In this case, you can submit your review on the work order only after answering all the questions. Should this step be optional, you can skip it. If you don’t have this feature, contact your ServiceChannel representative to learn how you can add such questions to the work order review workflow. Tap Done. The work order moves to the Completed / Confirmed status. Expand title To mark as incomplete: Select No under the Is the work complete and to specifications? question. Image Added Leave a comment explaining why the work is incomplete and click . Tap Send Provider Back button . The work order moves back to the In Progress status, and the service provider receives a notification to contact the location, along with information on the status reversal. c. Tap Close. On this mobile page, you have the ability to edit the reviews if needed, or see previous ratings under the same provider. 3. Repeat step 2 for all desired work orders about the status reversal.

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Update a Review Update a Review

Updating a Review for a Work Order

If a work order was marked as complete earlier but then was moved back to a status that triggers the review process, the service request appears as waiting for your review again. You can either update the previously submitted star rating and leave a new comment or mark the work order as incomplete and send the provider back to complete the job.