System Guides

The Customer Feedback feature in CIMSNex serves as a valuable platform for capturing insights, suggestions, complaints, and praise from customers. It enables organizations to actively engage with their customer base, gather feedback, and take proactive steps to enhance products, services, and overall customer satisfaction. With its user-friendly interface and intuitive fields, the Customer Feedback module simplifies the process of logging, analyzing, and verifying feedback. By leveraging this feature, organizations can strengthen their customer-centric approach, bolster their reputation, and drive continuous improvement. Below is a comprehensive guide on effectively utilizing the logging, analysis, and verification fields within the Customer Feedback feature of CIMSNex:

Logging Customer Feedback:

1. Feedback No.: Assign a unique identifier to the feedback for tracking and reference purposes.

2. Date: Enter the date when the feedback was received.

3. Time (24Hr): Specify the time of the day when the feedback was logged.

4. Respondent: Indicate the name or contact information of the client's personnel/ representative providing the feedback.

5. Customer Organization: Enter the name or identifier of the organization to which the customer belongs.

6. Business Service: Specify the specific business service to which the feedback relates. If it applies to all services, select all services elese select the specific one.

7. Feedback Type: Select the appropriate type or category of feedback, i.e. 

   • Customer Change Request: This category pertains to feedback related to requests made by the customer for changes in products, services, or processes.

   • Online Experience: Feedback concerning the customer's experience while interacting with the company's online platforms, such as website usability, navigation, and functionality.

   • Product Experience: Feedback related to the customer's experience with the company's products, including quality, features, performance, and overall satisfaction.

   • Technical Support Experience: Feedback regarding the customer's experience with technical support services, including responsiveness, expertise, problem resolution, and satisfaction with the support received.

   • Service Experience: Feedback on the overall service experience provided by the company, encompassing aspects such as responsiveness, professionalism, helpfulness, and satisfaction with the service received.

   • Billing/Pricing Experience: Feedback concerning the customer's experience with billing and pricing practices, including clarity of invoices, accuracy of charges, transparency in pricing, and overall satisfaction with billing-related processes.

   • Sales Experience: Feedback related to the customer's experience with the sales process, including interactions with sales representatives, clarity of information provided, responsiveness to inquiries, and overall satisfaction with the sales experience.

   • Customer Service Experience: Feedback specifically focused on interactions with customer service representatives, including professionalism, responsiveness, problem resolution, communication effectiveness, and overall satisfaction with customer service interactions.

   • Delivery/Logistics Experience: Feedback pertaining to the customer's experience with product delivery or logistics services, including timeliness of delivery, condition of goods upon receipt, communication regarding delivery status, and overall satisfaction with the delivery/logistics process.

8. Feedback Description: Provide a detailed description of the feedback provided by the customer.

 Analyzing Customer Feedback:

1. Re-Occurrence: This field captures whether the feedback or issue reported by the customer has occurred multiple times or if it is a one-time occurrence.

2. Feedback Classification: This field categorizes the type or nature of the customer feedback based on predefined categories or classifications. It helps in organizing and analyzing feedback data effectively.

3. Correction/Containment: This field specifies the actions taken or measures implemented to correct or contain the issue reported by the customer. It may include troubleshooting steps, problem resolution, or preventive measures.

4. Additional Description: This field provides space for additional information or details related to the customer feedback, such as OBSERVATIONS or ROOTCAUSE ANALYSIS

5. AssignedTo: This field indicates the person or team responsible for analyzing and addressing the customer feedback. It assigns accountability for taking appropriate actions.

6. When: This field captures the date when the analysis or assessment of the customer feedback was conducted. It helps in tracking the timeline and ensuring timely response and resolution.

Verifying and Closing Customer Feedback:

1. Verification Status: Indicate the status of verification to determine if the feedback has been addressed and resolved.

2. Completion Date: Enter the date when the verification process for the feedback was completed.

3. Completed by: Specify the name or identifier of the person responsible for completing the verification process.

4. Comment/Lesson Learnt: Add any relevant comments or lessons learned during the verification process.

5. Upload Support Document: Attach any relevant support documents or files related to the feedback, if applicable.

By effectively utilizing the Customer Feedback feature, you can strengthen customer relationships, drive continuous improvement, and enhance overall business performance.