Are there modules or processes in IFS cloud for continuous NPS or other type of customer satisfaction surveying?
Currently we have been using an external survey tool, which is triggered to send a customer a short survey, by an order being marked Invoiced in IFS. The integration is not the best and we have had problems throughout the course of the surveying. Desperate need to find a better way.
Best answer by Jinal
Hi,
From what I've seen, IFS Cloud doesn't have a native, general-purpose customer satisfaction or NPS module out of the box. There isn't a standard "survey" object designed for sending something out to an external customer and tracking responses centrally.
What IFS Cloud does have is the Maintenance Surveys (eForm) functionality, but that's scoped to maintenance/service work — it's answered ad-hoc by technicians through MWO or the Technician Portal, tied to work tasks and objects. It's not built for triggering off something like an order being marked Invoiced, and it's not meant to be sent externally to a customer.
One other thing I'd flag: it sounds like the real pain point might be less "which survey tool" and more "how reliably is the Invoiced trigger being published out of IFS." If your current integration is polling or using a fragile point-to-point connection, it may be worth having your technical team look at wiring that trigger through IFS Cloud's Business Event/Event Action framework instead — a proper event-driven publish on Invoiced tends to be far more reliable than whatever's failing now, regardless of which survey tool sits on the receiving end.
+5Hi,
From what I've seen, IFS Cloud doesn't have a native, general-purpose customer satisfaction or NPS module out of the box. There isn't a standard "survey" object designed for sending something out to an external customer and tracking responses centrally.
What IFS Cloud does have is the Maintenance Surveys (eForm) functionality, but that's scoped to maintenance/service work — it's answered ad-hoc by technicians through MWO or the Technician Portal, tied to work tasks and objects. It's not built for triggering off something like an order being marked Invoiced, and it's not meant to be sent externally to a customer.
One other thing I'd flag: it sounds like the real pain point might be less "which survey tool" and more "how reliably is the Invoiced trigger being published out of IFS." If your current integration is polling or using a fragile point-to-point connection, it may be worth having your technical team look at wiring that trigger through IFS Cloud's Business Event/Event Action framework instead — a proper event-driven publish on Invoiced tends to be far more reliable than whatever's failing now, regardless of which survey tool sits on the receiving end.
Hi,
From what I've seen, IFS Cloud doesn't have a native, general-purpose customer satisfaction or NPS module out of the box. There isn't a standard "survey" object designed for sending something out to an external customer and tracking responses centrally.
What IFS Cloud does have is the Maintenance Surveys (eForm) functionality, but that's scoped to maintenance/service work — it's answered ad-hoc by technicians through MWO or the Technician Portal, tied to work tasks and objects. It's not built for triggering off something like an order being marked Invoiced, and it's not meant to be sent externally to a customer.
One other thing I'd flag: it sounds like the real pain point might be less "which survey tool" and more "how reliably is the Invoiced trigger being published out of IFS." If your current integration is polling or using a fragile point-to-point connection, it may be worth having your technical team look at wiring that trigger through IFS Cloud's Business Event/Event Action framework instead — a proper event-driven publish on Invoiced tends to be far more reliable than whatever's failing now, regardless of which survey tool sits on the receiving end.
Thx for a very useful answer!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
