Customer Feedback Template
Customer feedback templates in Infraon allow admins to take post-ticket surveys from requesters to gather customer insights and drive improvements in product features. These surveys capture customer feedback to guide product development and optimize the customer experience.
How does it work?
Infraon streamlines gathering customer feedback by offering pre-built templates. Admins can either choose a default template based on the impacted services or customize one to their needs. Once a template is created, it can be easily integrated into the workflow for that specific service. This means whenever a technician resolves a ticket linked to that service, the requester automatically receives an email prompting them to rate and comment on their experience. This seamless process ensures valuable feedback is collected consistently, helping improve service quality.
What you see on the screen
Label
Action
Description / Example
Search
Search for the required Template.
Filter
Filter can be added based on the field and condition from the drop-down box below.
Field – Name, Description, Services, Link Expires in.
Condition – contains, not contains.
New Feedback
Click to add a new Template.
Available Templates
View the templates added to the configuration page.
Instructions to add Customer Feedback Template
Go to Infraon Configuration> Infraon Automation> Customer Feedback Templates.
Click the ‘Add Feedback’ button at the page's top right corner.
To the 'New Feedback’ page. Refer to the table for more information.
Label
Action
Description / Example
Basic Details
Feedback Name
Click to add a name to the template.
Description
Click to add a brief description of the template.
Services
Selected the impacted services from the drop-down box below.
For services not included in the dropdown, navigate to Service Management > Service Catalogue > Add Services to create a new one.
Link Expires In (Days)
Define the validity period for the requester's access link.
Choose a validity period (1-99 days) from the dropdown menu.
Default Star Rating
Define a default star rating that will be presented as the initial selection for the requester during the rating process.
Select from the drop-down below.
In the create form page, drag and drop to select the relevant user experience aspects you want the user to rate for the service.
Click on the configure option to make changes to a specific catalogue.
Once done, click “Save” to add the template.
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