Surveys and Ratings FAQ

Full process https://jimsgroup.atlassian.net/wiki/spaces/ITKB/pages/2640609281

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Surveys

When are Surveys sent out and how?

An email/sms survey will be sent out to the client 9 days after the lead has been entered, if customer provided a phone number an SMS will be sent, if no phone number was provided, an email survey will be sent out.

The below is the SMS that is sent out to clients asking them for a survey.

• Please rate (Franchise First name) from Jim's (Division). Reply G=Good, B=Bad, O=OK some issues, P=Pricey, STOP=stop surveys.

• The B and P are as above = Bad and Pricey.

Franchisees can also send or resend surveys via their Jim's Online as per below:

Included are both How to send a Survey, and How to request a review survey for your Franchisees reference.

How to send out a Survey manually?

Use when no prior survey review has been received.

1. To send a survey, please follow these steps:

2. Log in to https://jimsonline.net/

3. Click Clients > Client List

4. Locate the correct client and job

5. Click “Ask for Rating”

6. This will send the survey to the customer first via SMS, then via email if no reply is received from the SMS survey after 3 days.

How to send out a Review Survey manually?

1. Use when a prior survey review has been received of less than 5 stars.

2. To resend a survey, please follow these steps:

3. Log in to https://jimsonline.net/

4. Click Clients > Client List

5. Locate the correct client and job

6. Click “Ask for Review”

7. This will re-send the survey to the customer first via SMS, then via email if no reply is received from the SMS survey after 3 days.

Ratings

My Rating is wrong

Have Franchisee provide evidence as to why his rating is wrong. Franchisees have the option to only include survey ratings from a certain date if he has been in service for over 12 months. The period of surveys must be at least 12 months.

How is my price rating determined?

Price rating is determined by the % of surveys coming back as “P” for pricy versus the number of 5-star surveys plus pricy.

Formula for this is 1 - ( #P / #P + #5-star) %