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 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.
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.
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.
1. On the SC mobile page, tap Reviews, the list of locations page appears.
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.
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.
To 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.
b. Enter a comment explaining why the work is incomplete and click Send Provider Back 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.
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.