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 the quality and timelines of service
- Add a comment to the work order to furnish additional information
With the Provider Reviews and Ratings feature turned on, you can leave reviews on work orders through the ServiceChannel Mobile app, Service Automation, and Dashboard. You may also initiate a review from the feedback reminder emails. Please contact your ServiceChannel representative to have this feature enabled for your company.
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.
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.
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.
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
- On the home screen, tap Reviews. A list of locations appears.
- 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.
- On the Work Orders tab, find the work order you need to review, and tap it.
- Mark whether the work is complete or not.
- Select Yes under the Is the work complete and to specifications? question.
- 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.
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.
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.
- Select Yes under the Is the work complete and to specifications? question.
- Select No under the Is the work complete and to specifications? question.
Leave a comment explaining why the work is incomplete.
- Tap Send Provider Back. The work order moves to the In Progress status, and the provider receives a notification about the status reversal.
- Select No under the Is the work complete and to specifications? question.
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.
- On the home screen, tap Reviews. A list of locations appears.
- 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.
On the Work Orders tab, find the service request you want to update the review for, and tap it.
Reviewed service requests are marked with a star rating on the work orders list.
On the screen displaying the previously provided rating, tap Edit Rating.
You cannot change the responses to additional survey questions submitted upon review earlier.
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.
Update the submitted review by marking whether the work is complete or not.
- Select Yes under the Is the work complete and to specifications? question.
- 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.
- Tap Done. The work order advances to the Completed / Confirmed status.
- Select Yes under the Is the work complete and to specifications? question.
- Select No under the Is the work complete and to specifications? question.
Leave a comment explaining why the work is incomplete.
- Tap Send Provider Back. The work order moves to the In Progress status, and the provider receives a notification about the status reversal.
- Select No under the Is the work complete and to specifications? question.