JMS Surveys
What is a Survey?
Survey at JMS is a feedback form which is filled by a customer.
Customer for Jim’s Group can be a
End user taking up Jim’s Group Services such as mowing, dog wash etc.
Franchisee
Divisional or Regional Franchisor
Based on different users, Jim’s Group have separate surveys for each type of survey.
Customer Survey
Franchisee Survey
Franchisor Survey
1. Customer Survey
By SMS
Customer Survey is sent by SMS to a customer mobile number provided at the time of booking/entering a job in FMS. It is sent only at specific times i.e 9:00 AM - 9:00 PM AEST on weekdays and 4:00 PM - 4:9:00 PM on weekends.
This survey is sent to a customer after 9 days of booking a job, as Jim’s Group has no way of tracking of job completing.
FSO/FSE both are notified with the results of a customer survey during working hours only.
SMS survey takes only Rating and Comments. Other fields are populated if a customer uses Survey management system.
Content of SMS Survey sent to a Customer by Business:
Jim’s Group | Please rate (Franchise First name) from Jim's (Division). Reply G=Good, B=Bad, O=OK some issues, P=Pricey, STOP=stop surveys. |
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Jim's Plus | Hi (customer), you contacted Jim's Plus on 29 Nov. Please rate the contractor. Reply G=Good,B=Bad, O=OK some issues, P=Pricey, STOP=Stop surveys. |
Replies to SMS: | If G: Great! Any comments? If B or O: What was the problem? Didn't call, didn't turn up, poor work, too costly, other? |
By Email
Customer survey can be sent via email if no mobile number is provided but a valid email. It is only sent to a customer from 7Am to 10 PM. Unlike SMS survey, it includes more questions such as Callback time, Turnup Tine, Uniform , Quality.
It also notifies FSE and FSO. Customers can also register a complaint via this.
Survey Results
Please follow this page to know about Survey Results in details:
https://jimsgroup.atlassian.net/wiki/spaces/PROD/pages/1807319638
“Thank You for your feedback Email“
After a survey is submitted. An email is sent to the customer saying Thank You. We have set up different content for different rating. This email is not for ratings that says “Price Too High “ or equivalent “4 star rating“.
If a customer provides 5star rating, he is invited to provide a feedback in a third party system called GMB
2.Franchisee Survey
FSE survey is sent to the FSE by Jim’s Group to provide ratings, complaints or feedback about their Franchisor. We have two types of FSE survey set up as of now
Bi-Monthly SMS survey
This survey is sent to FSE every two months by SMS.
Please refer to below page for Technical flow:
https://jimsgroup.atlassian.net/wiki/spaces/FMS/pages/775979011
Email Annual Survey
It is sent once in a year as per request. And If needed Jim’s Group can send more surveys.
3. Franchisor Survey
This survey is sent on request to FSO to provide feedback to Divisional or National Staff/Office. It is sent by Email.
4. Survey Management System
FMS5 has a special Survey management system where updates regarding subscriptions, ratings, sending messages to Customer/FSE/FSO can be performed. It is only accessible by National Staff.
Related Tables In Database:
SELECT table_name FROM information_schema.tables WHERE table_schema = 'public' and table_name like '%survey%'
survey_answers
survey_invitation_call_statuses
survey_invitation_statuses
survey_invitations
survey_runssurveysFAQ
Questions | Answers |
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