Appointment feedback is a very useful tool as it will allow all users to report back on any appointment interaction that they have with a customer.
Where do I update the feedback?
Appointment feedback can be updated either:
By following the 'Submit Feedback' link in the email reminder
By clicking on the 'Mobile' option within the black ribbon at the bottom left corner of The Layer
Following the link or the 'Mobile' option will direct you to the following page.
This section of the Layer has been specifically designed to be used on a mobile phone making it easy for you to record this information straight after the meeting rather than waiting until you are back in the office.
To update the feedback, click on My Appointment Feedback you will be redirected to the Pending Feedback page.
This page lists all the appointments you previously attended.
It is vital that users complete their appointment feedback immediately, as not doing so will affect your colleague's monthly targets especially if they are targeted on the number of appointments they make.
How do I submit feedback?
Now that you have located all of your pending appointment feedback you need to submit feedback for your appointments that have been carried out, to do this simply follow these steps:
Once you have selected the appointment you wish to leave feedback for, you will be presented with the below options:
(Note: we will discuss each option within a section)
The submit feature page offers you a feedback form to complete.
A dropdown list with options to select from i.e Sat-Valid, Reassigned, Rescheduled etc.
The people who sat the appointment, you're able to enter multiple names should more people attend the meeting with you
Rating of 5 being the best and 1 being the worst
Leave detailed notes to follow through when required.
For example Highlights of the meeting; customers not ready to go ahead with the deal at this stage; concerns etc.
Add the number, of how many connections for each category.
The probability percentage is dependent on the appointment and interaction with the customer.
For example, 0% Lost/Cancelled or 100% Contract e-signed by customer
Submit the form once you have completed all the fields and you will be presented with the 3 options below.
When an appointment is incomplete for any reason and another appointment is required, you can create a reminder task from the Mobile Feedback page to create a follow-up appointment.
Within the appointment reminder, you can also select to add a reminder for today, tomorrow or the day after tomorrow to help you populate this quickly.
You do have the option of overwriting the date, should you require to and leaving detailed notes within the task field.
You can create more than one reminder for the customer by pressing all of the options as they will populate extra fields for dates and task notes.
This task created will be visible in the Tasks tab within the respective Customer or Lead record and you will be reminded12 to carry out the task on the set date and time.
The Report a Problem button allows you to report any problem, by clicking this option you will be redirected towards the Report Problem page as follows:
From here you can either select I didn't sit this or return to Feedback Home if you have selected report problem in error. If you select I didn't sit this the Layer will register that you did not sit this appointment.
View Appointment Details
To view, the appointment details click on the + symbol on the left-hand side of the appointment. Clicking this option will show you the: appointment date, time, status and any details that have been added when the appointment was created. Additionally, any contact details associated with the appointment will be displayed.
Selecting Feedback Home will take you back to the Appointment Feedback homepage.
Go to Mobile Home
Selecting this will take you to the Mobile Home and not the Feedback Home.