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Velocity Services Quality (VSQ) Process Using the WalkerLink Web Interface

Velocity Services Quality (VSQ) Process Using the WalkerLink Web Interface . For SmartLoyalty Users. 10-Dec-2011. WalkerLink allows partners to manage all their VSQ survey activity previously done using SmartLoyalty. View transactions requiring survey invitations to be sent

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Velocity Services Quality (VSQ) Process Using the WalkerLink Web Interface

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  1. Velocity Services Quality (VSQ) Process Using the WalkerLink Web Interface For SmartLoyalty Users 10-Dec-2011

  2. WalkerLink allows partners to manage all their VSQ survey activity previously done using SmartLoyalty View transactions requiring survey invitations to be sent Add Customer Contact for survey, OR Mark transaction (now called Service Events) as ineligible for survey Send survey invitations to customers immediately Monitor all survey activity See Service Events that are survey eligible but have not been sent See Service Events with invitations sent See Service Events with completed surveys View completed survey results Note: VSQ participation is mandatory for VSI compliance. Check WalkerLink every 2 weeks for Service Events needing survey invitations sent. Starting in 2011 VSQ replaced the ASNQ program

  3. VSQ Partner Administrator can access WalkerLink to send survey invitations and can view all pages in WalkerLink VSQ Partner Contacts Will receive by email a copy of all surveys completed by the end user VSQ WalkerLink Partner Roles

  4. Logging on to WalkerLink https://walkerlink.walkerinfo.com 1 Access this link from your browser 2 Key-in your email address and User Password from SmartLoyalty 3 Enter the NEW client password

  5. Identifying a Service Event for which a Survey Invitation has not been sentOR setting its Survey Eligibility

  6. Step 1- Set up My Contacts Filter for eligible service events 1 Select “My Contacts Filter” 2 Filter your dashboard using custom filters 3 select “Survey Eligible” from pull-down 4 Select “Yes” and “Yes-In Progress” by holding down Ctrl and clicking these 5 Click “Save”

  7. Step 2 - Set the “Status” Select on your Dashboard to see the invitations never sent Select “Never Sent” to see invitation that needs to be sent

  8. Step 3 - Select the Service Event and view Event Info NOTE: “Add New Contact, Edit Me” identifies a invite has not been sent and a contact needs to be added Click “Service Event” to sort by date 1 Select Service Event 2 Click Edit to see the Service Event Information 3 Select the Survey Eligible code to make the event ineligible, Yes-In Progress if delivery is not completed or leave as Yes if an invite will be sent 4 Click Save

  9. Entering Customer Contact Information and Sending the Survey Invitation

  10. Adding a Contact and instantly sending a Survey Invitation for a Service Event The Survey Eligibility for EMC loaded service events is “Yes” so that an invitation can be instantly sent 1 Select Contact = “Add New Contact, Edit Me”, for transaction Status = “Never Sent”. Click on Contact 2 Click “Edit/Send” to update contact information 3 Add Contact name, email and select survey language Status = ”Never Sent” means a survey invitation has not been sent. Status date will be blank. 4 Click “Save and Send”.

  11. Status for a Service Event after an Invitation has been sent When invitation is sent Contact = “Contact name”, Status will be “Sent” and Status Date will be the date sent

  12. Viewing a Completed Survey

  13. Viewing a Completed Survey 2 1 Find the Service event for which you want the survey Set Status= “Finished” to see all service events with completed surveys 3 Click on survey respondent name 4 View survey respondent information

  14. More Information

  15. WalkerLink Dashboard – what’s new? 7Add contacts independent of service event & create your own service events 9Set a filter to limited service events seen on Dashboard 8User Help • 1Multiple survey support (use VSQ Implementation) • 2Survey activity display • 3Filter boxes for events • 4Service Events (transactions) are formatted as: Event date Customer name, install city • 5Status for events (not eligibility) – see slide 13 • 6Date is for status (not event loaded date) 11See recent activity and customer comments 10Export Service Events to Excel

  16. Common: Never sent –Survey Invitation has not been sent. Contact will be “Enter New Contact, Edit Me”, or correct Contact name if entered. Sent – Customer has successfully been sent an Invitation email, but has yet to start the survey. Finished – Customer has completed the survey. Less seen: Scheduled – Survey Contact is entered, but survey send date is scheduled at time in the future. Expired – Invitation link to survey has expired (this happens 90 days after the initial Invitation is sent). Status Codes

  17. Thank You

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