How to track Complaints and Compliments
This is one of the most important if not the most important metric to track from your cleaning employees.
To use this tool at full capacity, you need to create/import clients inside the system.
NOTE: Compliments and Complaints will directly affect the score in the "top performing cleaning technician" quadrant.
The "top performing cleaning technician" quadrant is on the Dashboard module on the left menu.
Make sure every Compliment and Complaint is tracked inside the system. This will display a visible leaderboard so that you can have a complete picture of your best-performing employees.
Tracking Compliments and Complaints Steps:
Go to the left menu and click on "Compliments" or "Complaints."
Click on "Add New"
Fill in the questions on the new complaint page to ensure every field is complete. When ready, you have two options:
• Save the new compliment.
• Save and send a notification to the employee.
A new quadrant will display if you have decided to send the compliment notification.
You can customize the email subject, delivery date, delivery time (EST), and SMS/Email text here.
Ensure you don't remove the following information:
[URL] => Link where an employee can view complaint details
[companyName] => Your company name
With the latest update, we want to be sure that the employee receives either the SMS/email or both. Unfortunately, SMS can be restrictive sometimes because of cell phone carriers' spam politics.
Pipehire has been approved to send SMS notifications to US cell phone carriers; even so, we don't guarantee 100% deliverability, so we decided to add email notifications.
(⚠️ To ensure the notification email arrives in your Inbox, please add notifications@pipehire.com.co as an email contact).
Please remember to add notifications@pipehire.com.co as an email contact.
Note: All fields should be filled for the compliment/complaint to be saved to the employee profile, the same process applies to both compliments and complaints.
Buttons at the end Explained:
Only Save: This will only save the entry for the owner or manager of the company. The employee will never be notified about his.
Save compliment/complaint: The entry will be saved in the employee record, and the employee also will receive a SMS/email with the following info:
- Date of compliment/complaint
- Name of the client
- Reason
- Description of the compliment/complaint
The employee will never see the client's personal info, like email, name, or address; they will see just their name. If the employee doesn't speak English, we have built a google translate into this text message so employees can see it in Spanish.
The little checkbox: If you uncheck the box, the employee will not see the description or full text of the complaint; we built this because we needed to let the employee know about the compliment/complaint without hurting their feelings.
Scoring Explained:
Compliments Score (1 to 5):
When you create a complaint or compliment, in the end, you will be asked to score it from 1 to 5.
One was just ok feedback that the client is happy, and 5 was an AMAZING over-the-top compliment; the client said many nice things about the employee!
Complaints Score: (1 to 5)
The complaints have a score too, 1 being a Light Complaint, like "they forgot to clean a mirror," and 5 being a Hard Complaint like they almost killed my dog, flood my house, or something extreme.
We use these scores to feed the Leaderboard, which rates your employees from 1 to 5, 5 being the best.
We hope this article helps you clarify the setup of this useful feature.
Just start a chat if you have any questions. We are here to help! 😃
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