There are a lot of NetSuite customers out there.
There are a lot of NetSuite customers out there who are using NetSuite’s support tools to keep their customers happy.
But how many of you are measuring just how well your support reps are doing at increasing customer satisfaction? After all, that is the goal isn’t it?
It’s perfectly possible to use a NetSuite custom record, a couple of saved searches, a form, and, optionally, a script to automate things, to track and report on satisfaction. Once a case is closed, the system can send out an email to the customer contact asking for their feedback. The customer clicks, fills in a simple form, and they’re done.
If you don’t know how to set this up, give us a call and we can walk you through it, or set it up for you. If you do know how to do this, then just go set it up!
Consider tracking the rep who is assigned to the case, the customer, the contact who created it and the product or other main category you use to manage cases.
Also allow your customer to put in some comments and you’ll now have a great way to see how your support team is doing and hand out some pats on the back, cupcakes, or cold hard cash for those reps that exceed at keeping customers happy.
Related posts tagged with: Best Practise, Customer Service
Good thought Rob, Surveys are an under utilized tool in NetSuite. Excellent way to measure support, return policy, etc.
Good to talk to you couple of weeks ago. Stay in touch,
Tom
This was a very popular post. We’ve set up a bunch of case satisfaction surveys for NetSuite users as a result. Let us know if you need help doing it!