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The ability to record service providers performance, review the previous ratings and comments helps you make effective hiring decisions for future services.

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

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 the work order to furnish additional information
Note

With the Provider Reviews and Ratings feature turned on, you may can leave review reviews on work orders through the ServiceChannel mobile Mobile app, Service Automation, and Dashboard. You may also initiate a review from the feedback reminder emails. Please contact your ServiceChannel Administrator to enable Provider Reviews and Ratings representative to have this feature enabled 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 time frame. 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.

    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.

    A list of work orders and provider reviews history on the Reviews screen in SC MobileImage Added

    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.

    Info

    As an admin, you can activate the star review feature for specific statuses through Service Automation. Navigate to Admin > WO Properties > Statuses, and select the checkbox in the AskForReviews column for the desired status. Once the work order moves to the selected status, you or your colleagues need to leave a review on it. Some work orders might be excluded for review depending on the trade, category, or priority. You can set those preferences in the Dashboard Admin Feedback tab.

    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
    1. On the SC mobile page
    Panel
    bgColor#F9F9F9
    titleColor#0e3367
    titleBGColor#EAEAEA
    borderStylenone
    title⦿ How to leave reviews on work orders
    Leave a Review for a Work Order
    1. On the home screen, tap Reviews
    , the
    1. . A list of locations
    page Note: In case you mark a work order as complete and give less than 3 stars, comments are required.
    1. appears.

    Review work ordersImage 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.

    Mark as completeImage 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.

    Mark as incompeteImage Removedb. Enter
    1. Navigating to the Reviews module from the home screen of SC MobileImage Added
    2. 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.
      A list of locations that appears after tapping Reviews on the home screen of SC MobileImage Added
    3. On the Work Orders tab, find the work order you need to review, and tap it.
      A list of service requests for a selected location that are pending review in SC MobileImage Added
    4. Mark whether the work is complete or not.


      1. Expand
        titleTo mark as complete:
        1. Select Yes under the Is the work complete and to specifications? question.
          Marking a work order as complete in SC MobileImage Added
        2. Select the suitable number of stars to rate the provider’s work.

        3. 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.
          Providing answers to additional questions upon reviewing a work order in SC MobileImage 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.


        4. Tap Done. The work order moves to the Completed / Confirmed status.



      2. Expand
        titleTo mark as incomplete:

    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.

        1. Select No under the Is the work complete and to specifications? question.
          Marking a work order as incomplete in SC MobileImage Added

        2. Leave a comment explaining why the work is incomplete

    and click

        1. .

        2. Tap Send Provider Back
    button
        1. . The work order moves
    back
        1. to the In Progress status, and the
    service
        1. 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
        1. about the status reversal.



    Anchor
    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.

    Panel
    bgColor#F9F9F9
    titleColor#0e3367
    titleBGColor#EAEAEA
    borderStylenone
    title⦿ How to Update a Review for a Work Order
    1. On the home screen, tap Reviews. A list of locations appears.
    2. 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.

    3. On the Work Orders tab, find the service request you want to update the review for, and tap it.

      Info

      Reviewed service requests are marked with a star rating on the work orders list.

      A previously rated service request on the list of work orders awaiting review in SC MobileImage Added


    4.  On the screen displaying the previously provided rating, tap Edit Rating.
      Rating of a previously reviewed work order in SC MobileImage Added       

      Note

      You cannot change the responses to additional survey questions submitted upon review earlier.

      Responses to additional survey questions on the work order review screen in SC MobileImage Added

      If you don't have the feature that enables additional survey questions, contact your ServiceChannel representative to learn how you can add them to the work order review workflow.


    5. Update the submitted review by marking whether the work is complete or not.


      1. Expand
        titleTo mark as complete:
        1. Select Yes under the Is the work complete and to specifications? question.
          Marking a work order as complete when updating a review in SC MobileImage Added
        2. Select the suitable number of stars to rate the provider’s work.

        3. Enter a comment describing the quality of rendered services. The comment is mandatory if you rate the work with one or two stars.

        4. Tap Done. The work order advances to the Completed / Confirmed status.



      2. Expand
        titleTo mark as incomplete:
        1. Select No under the Is the work complete and to specifications? question.
          Marking a work order as incomplete when updating a review in SC MobileImage Added

        2. Leave a comment explaining why the work is incomplete.

        3. Tap Send Provider Back. The work order moves to the In Progress status, and the provider receives a notification about the status reversal.




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