Customer Satisfaction Survey
In short
Customer Satisfaction Survey captures a rating for every completed work order. The completion email carries a survey link, the requester gives a 1 to 5 star rating and an optional comment, and the response is written back against the work order. Results roll up into a dashboard and a monthly report.
Most facility teams find out a client is unhappy at the quarterly review. This closes that gap to the length of one job.
Every completed work order issues a survey link automatically, so survey coverage is one hundred per cent of completions. What varies is the response rate, not whether the survey was sent.
How the process runs
Five stages. The first three are automatic and face the requester. The last two are used by the operations team and the client administrator.
| Stage | Who | What happens |
|---|---|---|
| 1. Completion email | System to requester | The work order completion notification goes out with a survey link embedded |
| 2. Survey form | Requester | They open the link, give a 1 to 5 star rating and an optional comment |
| 3. Confirmation | Requester | The response is saved, linked to the work order, and a feedback reference is shown |
| 4. Feedback dashboard | Administrator or operations | Live view of responses, ratings, trends and survey status per work order |
| 5. Monthly report | Administrator or client | A one-click PDF export of the month for review and sign-off |
No login, and tied to the right job
The survey opens from the link in the completion email. There is no login. Each link carries a secure, single-use token bound to that one work order, which is what lets the response be written back against the correct record automatically.
The form shows the work order details at the top, so the requester can confirm which job they are rating before they rate it.
What the requester fills in
- Overall rating: Mandatory, 1 to 5 stars, with a caption confirming the choice.
- Comment: Optional, up to 1,000 characters, with a live character count.
What it covers
Both reactive or breakdown work orders and planned or PPM work orders. The survey and the dashboard run in the browser inside the portal. There is no separate app to install.
How it connects to other modules
- Task Management triggers the survey when a work order is marked complete.
- Self Services requests are rated through the same mechanism when their work order closes.
- SLA & KPI Management uses satisfaction alongside SLA performance in contract reporting.
- Reports exports the monthly consolidated feedback.
Frequently asked questions
Is a survey sent for every job?
Yes. Every completed work order issues a survey link to the requester automatically, so coverage is one hundred per cent of completions. How many people reply is a separate number.
Does the requester need an account?
No. The link in the completion email carries a token that identifies the work order, so no login is needed.
Is the comment compulsory?
No. The star rating is mandatory, the comment is optional.
Are planned maintenance jobs surveyed too?
Yes. Both reactive and planned work orders are covered.
Can the results be sent to the client?
Yes. The month can be exported as a consolidated PDF report for review and sign-off.