Post-Service Employer Satisfaction Survey
- Meagan Prost
Cloud Knowledge Base Home / Client Engagement / Account Management / Employer Feedback Collection / Post-Service Employer Satisfaction Survey
Unlock comprehensive client satisfaction tracking with our survey features.
Effortlessly document and monitor satisfaction, gathering feedback from employer contacts. Identify strengths and growth areas across services and events, ensuring a well-rounded understanding of stakeholder satisfaction levels.
In this guide, we’ll review:
Feature Add-On: Enhancing your employer feedback process is easier than ever with our survey automation add-on. Streamline your data collection process and save valuable time with features such as scheduled email dispatch and automated reminders for completion. Reach out to your Account Manager today to explore all the benefits in detail!
Capturing employer consent for survey participation
EAP Expert Cloud streamlines the consent process with a dedicated checkbox in each employer contact file. This makes it effortless to note the client's permission for future surveys and ensures a seamless agreement experience.
Let's walk through the steps:
Navigate to the client organization profile using the Organization/Groups Module
Upon opening, navigate to the Contact People tab
Locate the correct contact and click the row to open and edit the profile
Check the ‘Consent to Survey’ box when granted permission or leave it unchecked if the client has declined permission
Important: Please ensure the contact's primary email address is up-to-date to ensure receipt of the survey electronically via EAP Expert Cloud.
Click Save to save changes and continue working, or Save and Close to save and exit the file
When your team employs the automated survey feature, clicking 'Save' will prompt EAP Expert Cloud to initiate surveys for this client based on the predefined schedule established by your system administrator(s).
If manual survey distribution is required, please refer to the following section for step-by-step instructions.
Sending a survey manually
The manual survey deployment feature allows you to trigger and send surveys at your discretion individually. This is particularly useful when you want to promptly gather feedback or responses outside the automated schedule, ensuring flexibility and responsiveness to specific needs or time-sensitive scenarios. Employers can receive surveys relating to manager consultations and auxiliary services.
Manager Consultations: Streamlined Survey Dispatch
Open the Organization Consultation ‘O/C’ case through the Client Files Module
Tip: To find manager consultation files, optimize your search by choosing 'Organization Consultation' from the File Type drop-down menu in the Client File Search.
On the top menu bar, locate the three horizontal dots button and select File Utilities > Send Survey
From the pop-up window, select the survey and date to send
The email address field will automatically populate from the contact’s primary email address listed on the Details tab of their ‘O/C’ client file.
Click the Send button to finalize the process
Note: If you have multiple surveys to send, kindly follow these steps for each subsequent survey you wish to distribute.
Survey Dispatch for Auxiliary Service
Open the specific case for which you want to send a survey via email from the Organizational Services Module
On the top menu bar, locate and click the Send Survey button
Important: If you receive a pop-up reminder to ensure the ‘Send Survey' option is checked, navigate to the 'Contacts' tab for this event. Click on each person intended to receive the survey and ensure the 'Send Survey' checkbox is marked in their 'Contact Details’ tab.
Save your changes and attempt to initiate the survey again for each designated contact.
From the pop-up window, select the survey and date to send to the employer contact
The email address field will automatically populate from the contact’s primary email address on their contact file.
Click the Send button to finalize the process
Note: If you have multiple surveys to send, kindly follow these steps for each subsequent survey you wish to distribute.
How to generate reports on completed surveys
Multiple methods exist to access reports on survey data collected through EAP Expert Cloud. Let's explore them together.
This module is a central location where all completed customer satisfaction surveys are stored, making it easy to view and generate reports based on client feedback.
Navigate to the Satisfaction Survey Module
Click on the Tabulate Survey button from the top menu bar
In the pop-up screen, input the report parameters to specify the data for review
Click the Generate Report button to run the report
The report will appear with options to print, print the page, or export:
Print: This button will launch the print preview along with settings related to the report.
Print Page: This button will open the print preview and settings for the currently viewed page.
Export: This button provides options for selecting the preferred file type for exporting the data.
Click the gear icon on the right side to adjust settings before or after initiating the export process.
Click the Close button to exit the report and return to the Satisfaction Survey search screen
Assessment Log Integration
This dashboard presents a comprehensive log of sent surveys, showcasing timestamps, status (completed, pending return), and relevant details.
Navigate to Integrations from the main navigation
Next, click on Assessment Log
Filter the log using various parameters, including date range and survey type
EAP Expert Term | Meaning |
|---|---|
Date Pushed Start | The date pushed start signifies the initiation date for transmitting an email from EAP Expert Cloud to the mail server. |
Date Pushed End | Date pushed end refers to the final date the system considers for surveys sent from EAP Expert Cloud to the mail server. |
Date Returned Start | The beginning date the system uses to analyze and review survey responses that have been received. |
Date Returned End | The end date EAP Expert Cloud considers for analyzing received survey responses. |
Click Search to view the results
View any line item, and please be aware that the survey responses are reported in the Satisfaction Survey Module, as listed above.
Utilization Report Module
This module is a hub for generating single or batch utilization reports. Follow a few simple steps to incorporate satisfaction survey data into a utilization report:
Navigate to Insights from the main navigation
Then, click Utilization Report
Under Organizational Details, add relative information to populate the report settings
Scroll down the page until you see Satisfaction Surveys
Check the box to include data and specify which survey to pull from to show in the utilization report
Select the Preview button from the top bar to view the complete report with the newly included data
To save this setting for future reports, click the Settings button and choose 'Save Settings'
After completion, exit the utilization report section
Troubleshooting Information
Listed below are some commonly recommended troubleshooting tips:
Verify Survey Dates: Confirm that the date range selected for exporting aligns with when surveys were sent and responses were received.
Clear Filters: If using filters, clear any unnecessary filters that might limit the data displayed or exported.
Check Permissions: Confirm that your user account has the necessary permissions to view and export survey data. If necessary, contact your system administrator(s).
Review Error Messages: Consider any error messages or notifications during export. These messages often provide insights into issues that need attention.
If these troubleshooting steps do not resolve the issue, contact your system administrator(s) for assistance. Provide details about the problem encountered and steps taken.
