Support for viewing and analyzing the “customer history” in a Form when the same person/client participated in the survey multiple times has been added. This new logic improves the follow-up process as makes it easier to perform relevant actions by analyzing the history of the client.
Example: A Car Workshop company performs a short follow-up survey as soon as a client used their services. In case of giving a low recommendation score the company creates a plan based on a defined action process. In these cases, it is very valuable to understand the history of the client: is it the first time the same client is unsatisfied or has it, in fact, happened several times? By having this information, the relevant action, perhaps a call back to the client will be better managed as the history is available
This process has until now not been possible to perform in Dapresy Pro as the same client will get different respondent ids each time he/she participates in a survey and the Form shows data for one certain respondent id only. Now using the new Customer History tracker setting in the Respondent data table in the Form this process can be achieved as long as there is a unique identifier in the data files which represents the same client.
Here we have an example of a Form that uses the Customer History Tracking feature. The Customer data section shows the information uploaded for the selected client and the user actions are logged in the Actions section. The Customer History section shows that this client has been involved in three earlier follow-up processes and the content of these can be reviewed by clicking the “View” links.
How to set this up?
To show the customer history in a Form you should use the Respondent Data table and you need to have a variable that identifies a specific entity, e.g. client or company, it can be a categorical, numeric oran open-ended variable.
The following is required to apply the Customer History Tracker logic (see setup interface further down)
- Add a Respondent Data table to the Form report
- Add the desired variables to be shown in the table
- Go to the Settings tab and the Customer History Tracker panel
- Enable Customer History Tracker function (the Respondent Data table will now only show data for other respondents which belongs to the same entity, let’s say a client in this case)
- Select the variable that identifies the client
- Select if Hierarchical Filter access rights shall be considered or not*
- Define the sorting in the table, shall it be sorted by response date or any other variable in the table like for example a Recommendation score.
*If the access right to Hierarchical filters are applied the Report user will only show respondents that belong to any of the hierarchical filters the user has access to, if these access rights are not considered all Report users will see all response data that belongs to the same client no matter what hierarchical filter units they belong to. Which option to use depends on what business rules are required.
Here we see the setup interface of the Customer History Tracker in the Respondent Data table in a Form report.