Problem reporting: FixIT 2017-08-11T09:30:10+00:00
Your are here: Home Page » Problem reporting: FixIT

Problem Reporting: FixIT

Are your restrooms clean and functional? Are your vending machines working and well stocked? Are there any other unattended areas that may have problems that you want to be aware of? Don’t wait for problems to escalate and become major issues that affect many people, increase liability and risk, and impact the customer experience (CX)!
fixit
Surveway’s FixIT Problem Reporting solution enables people to quickly and easily report problems on the spot using their cell phones by sending a text message or accessing a short web form. Designated staff members are immediately alerted by email and/or text message so that corrective action can be taken. A complete record and history of all problems is maintained in a secure web portal. A personal response can be sent to the person reporting the problem and issues can be raised, assigned and tracked for resolving complex problems.When combined with routine inspections using the CheckandTell solution, this results in enhanced customer satisfaction, reduced costs as small problem are attended to before they become more serious and lower overall risk.

Restrooms

Lavatory sinks in a public restroom

 

 

 

 

 

A significant factor impacting customer perceptions when visiting a dining, retail or other location is the cleanliness and condition of their restrooms. Nothing is more off-putting than a dirty, smelly or unhygienic restroom. Often overlooked, the restroom experience directly reflects on the management of the location and as a result the overall customer experience (CX).

Instead of ignoring any problems or relying on routine inspections, let users report problems on the spot using their cell phones. Display suitably designed signs or posters in restrooms with instructions on how to report a problem. The quickest methods are by sending a text message, or accessing a short web form via a QR code or easycode.com url.

Vending machines

vending-machine-1

Nothing is more frustrating than a vending machine that does not work due to one of many reasons:

  • The card reader/cash acceptor is faulty
  • The item purchased gets stuck or does not get dispensed
  • The machine is dirty, unhygienic or damaged
  • The items displayed are out of stock

This not only leads to a loss of revenue but also to a poor customer experience. Instead of having to phone a number to get a refund/report a problem, attach a sticker to each vending machine with instructions on how to report a problem. Let customers do this by sending a text message or accessing a short web form by scanning a QR code or entering an easycode.com url.

Instantly alert vending staff by email and/or text so they can resolve issues and communicate with the customer whilst maintaining a full history of all problems in a secure web portal.

 

 

Hotspots

hotspots

In addition to restrooms and vending machines, use the same process to report problems about any other location, equipment or hotspot e.g. dorm rooms, common areas, buses, trains, anywhere on campus, etc.

Call-to-action Materials

Key to success is to display attractive signs, posters or stickers and ensure these are visible with a strong call to action. They need to clearly tell people how to provide feedback either by text message, and/or by accessing a short web form via a QR code or easycode.com url.

Instant alerts – Immediate action

In today’s environment, customers expect immediate attention and action. FixIT has flexible alerting capabilities whereby responsible personnel are alerted by email and /or text message whenever a problem is reported without having to log into a web portal. This enables them to take quick action to resolve problems, turn a negative experience into a positive outcome and reduce risk and liability.

Reporting and management

All problem reports are stored on cloud based servers in data centers. Through a secure website, a comprehensive range of reporting capabilities is provided to enable ongoing analysis of all levels of customer interaction.

The system includes the ability to schedule and send summary reports on a weekly or monthly basis to users with the need to access the portal.

Issues Management and Workflow

FixIT includes an Issue Tracking module that enables an issue related to a specific problem to be raised. Issues can be assigned to any staff member for follow-up purposes and the system will keep track of the status of each issue with text and email messages sent to relevant people within the organization.