Case is created in order to resolve an issue states in a customer satisfaction survey.

Companies will send their customers satisfaction surveys on a regular basis in order to collect information on their performance. The main objective of these surveys is to find way that the Company can improve. Central allows a Company to convert any negative remark in a customer satisfaction survey and turn it into a call for action via a Case.

USER EXPERIENCE :

• Link for customer satisfaction survey is sent to customer to complete on a 3rd party survey website
• Customer's responses are automatically entered from survey into Quest form
• Quest form acts as case launcher, creating a case for every negative remark or response that does not meet criteria
• Cases are assigned respectively to employees who are responsible for the particular business are in question
• They will follow up with customer, resolve the issue and improve the customer experience 
• Progress and status of cases assigned can all be tracked using reports