Customer satisfaction

Many work items contain a work party identifying someone who can be considered a "customer," whether internal to the organization or outside it.

The standard property Work-.pyStatusCustomerSat can record a measure of the customer's satisfaction with how a work item was completed.

This property appears on several standard flow actions. Your system includes standard field value rules for this property, for example:

• Open-Unsatisfied
• Resolved-Satisfied
• Not Perceived

By intent, this property records a (subjective) perception of the customer's state, not related to whether your organization performed the work properly or in accord with your standards or industry standards.

If your application uses this property, you can define other Field Value rules for this property, and managers can access reports about satisfaction from the Monitor Activity workspace.

In some business processes, a customer may become satisfied (through a refund, fulfillment, personal intervention or other means) before the work item is resolved. The standard property Work-.pyCustomerSatisfiedTimeStamp can record the date and time that the customer became satisfied, as assessed by your organization. The related standard property Work-.pyElapsedCustomerUnsat records the elapsed time that a status value of Unsatisfied applies to the pyStatusCustomerSat property.

	About Field Value rules
	Atlas — Standard properties in the Work- class

Definitions