Symptom Surveys

 

Introduction

Customers and dealership personnel can now complete symptom surveys directly from the Service Workflow Suite applications in order to effectively describe and communicate specific vehicle problem areas.

The surveys will provide technicians with accurate and comprehensive symptom information directly from the customer. This should improve Better Fixed Right First Time scores, assist with warranty compliance, and increase overall productivity by eliminating guesswork when trying to understand the concerns.

The following surveys are included:

  • Audio/navigation/bluetooth/telematics
  • Automatic transmission (non-CVT)
  • Drivability
  • Heating and air conditioning
  • Pulling and steering off center
  • Squeak & rattle

 

The customer can complete the surveys in Online Scheduler (OS) when making their appointment, or the advisor can complete them in Advisor Check-In, with customer input, during the pre-write.

The technician can review the survey results and add comments when working in Technician Inspection.

Online Scheduler: Completing a Symptom Survey

The customer can complete one or more symptom surveys when creating or updating an appointment in Online Scheduler (OS) in order to better explain the problem they are experiencing with their vehicle.

To complete a survey, they click "Add" beside the appropriate template at the bottom of the Customer Concerns screen. The survey appears as in the following example and can be saved, canceled or printed.

Note: The customer can complete any of the available surveys but only one survey per survey-type.

After completing (saving) the survey, the customer can edit or remove it from the Concerns list if needed before continuing.

Completed surveys are included with the appointment summary for final review.

To make survey updates before confirming the appointment, the customer can click beside an individual survey or to return to the Customer Concerns screen.

Advisor Check-In: Completing/reviewing surveys

Survey templates are shown on the Concerns tab of Advisor Check-In.

indicates a survey completed by either the customer in OS or by the advisor during the write-up. The advisor should review any customer-completed surveys prior to continuing the write-up.

  • To open the survey to review and/or update it, click .
  • To delete the survey from the write-up, click (or click the checkmark ). A deletion confirmation appears.

indicates an uncompleted (or deleted) survey.

  • Click the line to open and complete the survey.
  • The advisor can complete both the main and dealership-only sections of the template.

At the bottom of the window, the survey can be printed, canceled or saved. If saved, the window is closed and the survey appears as completed ( ).

Note: If a survey is completed and the customer has noted that a concern needs to be diagnosed or a repair done, the advisor must still select the appropriate service item(s) on the Concerns page from the Customer Concerns section. This ensures that the concern or repair and its associated costs are included in the pre-write and actioned by the technician.

When the write-up is finished, any completed symptom surveys are listed in the confirmation pop-up window.

Technician Inspection: reviewing/Updating surveys

In Technician Inspection, any completed surveys are listed on the Inspection tab.

The technician clicks beside a survey to open and review the details.

The customer's survey information is read-only but the technician can add information in the dealership-only section at the end.

At the bottom of the window, the survey can be printed, canceled or saved.

Enabling the surveys

Note: Symptom surveys have been pre-enabled for each application.


Online Scheduler

OS surveys can be enabled or disabled by the Dealer Administrator in OMM Admin:

  • Go to OMM Admin > Admin > Online Appointment Scheduling
  • Enable Symptom Surveys in OS - default is set to 'Yes'.

 

Advisor Check-In and Technician Inspection:

AC and TI surveys are enabled/disabled by an MTI Admin.

 

Future functionality

Additional functionality will be available with future releases:

  • The completed symptom survey PDFs will be available to the full service team via Service Dashboard.
  • A data extract of the survey results will be available to support OEM and dealership-level reporting.