Member Feedback for Issue Resolution
- Meagan Prost
Cloud Knowledge Base Home / Client Engagement / Account Management / Employer Feedback Collection / Member Feedback for Issue Resolution
In handling member escalations, you must know how to capture service member feedback within EAP Expert Cloud. This insight is invaluable for continuous improvement, fostering a culture of responsiveness and client-centricity.
Whether it's praise or complaints, this data is your strategic tool. By understanding how feedback is documented, you can enhance service quality, engage employees, and stay agile in addressing evolving needs.
In this guide, we’ll review:
Data collection
Record pertinent information about a complaint, encompassing customer details, the nature of the issue, and any supporting documentation, all neatly documented within a Feedback file.
The green New button from the top menu bar is the most efficient method to collect client feedback:
Then, select Feedback
Initiate the process by entering the information gathered from the client into the designated fields within the "Details" tab
The file search feature aids in pinpointing an existing member's record for seamless feedback attachment.
Important: While feedback can be submitted anonymously, assigning the organization's name is beneficial for inclusion in company-based reporting and analytics.
Utilize the notes box within the ‘Details’ tab to provide in-depth details regarding the praise or complaint for comprehensive documentation
Click the Save button to continue through the workflow or Save and Close to save changes and exit the Feedback record
Note: Employer feedback can be documented directly within the client organization file.
Navigate to the Organization/Groups module, search for the employer, open the relevant case, access the 'Feedback' sub-tab, and click the green "Add" button to include your feedback.
Communication tracking
Next, log all communication related to the complaint, encompassing emails, calls, and notes, within the file. This ensures a comprehensive history for reference and analysis.
Tracking Activity Time
Navigate to the 'Feedback Activity' tab within the Feedback file
Leverage the green New button to input communication records and/or document the time spent working on this file
For instance, you could log 15 minutes dedicated to conversing with clients to understand their concerns.
Click Save and Close to save and exit the Feedback Activity
Additional Information
The ‘Additional Information’ tab serves as a tool for collecting extra details, with questions crafted and overseen by your system administrator(s). Note that this tab may not require completion.
Uploading Documents/Attachments
Adding extra documentation to the feedback file is a straightforward process:
Click on the green New button to add a new document
Non-Secure File Attachment: This attachment is secure despite being labeled 'non-secure.' This indicates that the file will be accessible to an EAP Expert Cloud user without requiring a password for viewing.
Secure File Attachment: Opting for this feature ensures visibility solely to EAP Expert users possessing the requisite password or permission for accessing this file type. This is particularly useful in cases where safeguarding information is crucial.
Locate the document from your device from the ‘Browse' field, enter a ‘Name’ for your document, and select the 'Document Type’ from the drop-down menu. Notes can also be entered here
Click the Save and Close button to save the document and close the window
Escalation and assignment
If needed, the concern can be raised to higher levels of management or specialized teams for resolution based on specific criteria.
Find the 'Staff Involved' sub-tab within the Details tab of the Feedback file
Utilize the Add button to incorporate one or multiple colleagues or managers who should be involved in this feedback case
If you need to disassociate yourself or have inadvertently added someone, choose the respective individual and click on the Remove button
Tip: You can further enhance communication with colleagues by utilizing universal file alerts and to-dos, both of which are accessible within Feedback files.
Click Save to save and continue working in the Feedback file; click the Save and Close button to save your changes and exit the file
Resolution and follow-up
You can update the Feedback record status as you work toward resolving the complaint. Once resolved, EAP Expert Cloud lets you document the resolution details and any necessary follow-up actions.
Plan of Action
Navigate to the 'Details' tab within the Feedback file
Leverage the ‘Plan of Action’ notes field to outline plans for the next steps and/or conveniently copy and paste information into this file
Click the Save button to save and continue working in the Feedback file, or click Save and Close to save and exit the record
Outcome
Navigate to the 'Details' tab within the Feedback file
Utilize the ‘Outcome’ notes field to record the outcome and/or quickly copy and paste information into this area to document the resolution
Add in the date and time the Feedback has been resolved
Click the Save button to save and continue working in the Feedback file, or click Save and Close to save and exit the record
Reporting on feedback
Enabling the reporting of documented feedback fosters transparency and empowers your team to proactively identify trends, thus making informed decisions that enhance client and service member satisfaction. There are several avenues to access feedback from EAP Expert Cloud.
Standard Report:
Navigate to Insights on the left-hand menu and select Reports
Use the keyword search to-text box and enter ‘Feedback’
Select the 'Feedbacks by OrganizationGroups' report from the list, specifically designed to gather feedback data. This report will extract data from the corresponding module
Enter report parameters, if applicable, to specify the desired level of information to include.
Click the Preview button to run and preview the report
Use one of the buttons to export or share the report outside of EAP Expert Cloud:
Print: Use this button to send the full report to a physical printer or save it as a PDF in the desired location.
Print Page: Utilize this button to print a selected page from the report.
Export To: Select from various file formats to export your data.
Click the Close button to exit the report and return to the Report Module
Note: Reports can be tailored to your preferences, allowing you to include or exclude specific data and adjust the presentation style. This customization extends from the information displayed to aspects such as incorporating your company’s brand colors and fonts and arranging the sequence of information.
Click here for further guidance on enhancing report customization. If you need additional assistance with your reporting requirements, consider contacting your system administrator(s).
Utilizing Module Search and Export Functionality
Navigate to the Feedback Module
Use one or more available fields in the search screen to populate the information you are seeking
For example, perhaps you schedule a weekly review of newly documented feedback for a client organization. Utilize the ‘Date Reported' feature to set a starting date, and specify the 'Organization’ to search for.
Tip: You can also find documented feedback where you've been involved to facilitate resolution. Locate your name in the 'Staff Involved' field to access these results.
Enhance your results by adding more criteria and clicking Search, or start fresh using the Clear Search button
To export the search results, select a row and click the Export button to access the 'Export To' file options
Note: While you can select individual line items, the Export feature, when activated, exports all data included in the search result list.
Ensure to save your exported data securely
Clear your search or exit the module once you've finished
Troubleshooting Information
Here are a few troubleshooting tips when managing client feedback:
User Permissions: Confirm that you have the necessary permissions to add and monitor complaints in EAP Expert Cloud.
Browser Compatibility: Check to ensure you are using the latest version of a supported browser (Chrome, Edge, or Firefox).
Clear Browser Cache and Cookies: Clear your browser cache and cookies to eliminate potential conflicts.
Check Internet Connection: Verify a stable and reliable internet connection to prevent data transmission issues.
If the problem persists, contact your system administrator(s). Please provide them with a detailed description of the issue and any relevant error messages.
