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      Enabling Technician Feedback

      Learn how to configure and utilize the technician feedback in Chekhub.

      Collecting actionable feedback is essential for maintaining high performance and ensuring accountability. The Technician Feedback feature in Chekhub allows organizations to gather meaningful insights about technicians performing work on tickets with Service Dispatch enabled.

      This feature is seamlessly integrated into the ticket management workflow. When transitioning a ticket from Completed to Closed status, PMs are prompted to answer customized feedback questions. This ensures feedback is captured consistently and helps improve workflows, enhance technician performance, and inform data-driven decisions.

      Whether you're assessing timeliness, communication, or task completion quality, Technician Feedback empowers your team to identify areas of success and opportunities for growth, contributing to a culture of continuous improvement.

      How to Enable and Configure Technician Feedback

      1. Enable the Feature

      1. Go to the Admin Panel in Chekhub.

      2. Click on the Feedback tab.

      3. Toggle the feature to Enable Technician Feedback.

        *Note: Enabling this feature applies to all Service Dispatch tickets.*

      2. Customize Feedback Questions

      1. In the Feedback tab, click Edit to add questions.

        *Tip: Keep questions concise and relevant to avoid disrupting workflows.*

      2. Define the question type (e.g., text, single choice) based on the type of feedback you wish to collect.

      3. Choose whether each question is:

        • Required: Must be answered before a ticket can be closed.

        • Optional: Encouraged but not mandatory.

      4. Click Save to finalize your questions.

      Feedback Question Types

      Chekhub supports the following question formats for Technician Feedback:

      • Text: PM provides a written response.

      • Numeric: PM provides a number.

      • Date: PM selects a date from the calendar.

      • Multi-Select: PM selects multiple options from a predefined list.

      • Single Choice: PM selects one option from a predefined list.

      Example Qualitative Questions

      Here are examples of qualitative questions you can include to gather meaningful insights:

      • Describe any challenges encountered with the technician. (Text Response)

      • Rate the technician’s performance on a scale of 1-10. (Numeric)

      • What was the date of task completion? (Date Selection)

      • Select key areas where the technician performed exceptionally. (Multi-Select: Problem Solving, Professionalism, Timeliness, etc.)

      • Were there any challenges in communication with the technician? (Single-Select: Yes, No)

      Vendor Feedback Benefits

      Enabling Technician Feedback delivers several key benefits:

      1. Improves Workflow Efficiency: Identify process inefficiencies and make data-driven adjustments to improve technician dispatching and task management.

      2. Drives Technician Performance: Numeric ratings and qualitative feedback help technicians understand their strengths and areas for growth.

      3. Provides Actionable Data: Quantitative feedback allows for easy tracking of performance trends, supporting training initiatives and resource allocation.

      4. Ensures Accountability: Requiring feedback ensures that PMs consistently evaluate technicians, promoting professionalism and transparency.

      By leveraging this feature, you can foster a culture of continuous improvement, deliver higher-quality services, and streamline operations.