2022 Software Survey Results
Below are the results of the software survey. Our general approach this year is to make incremental improvements throughout the course of the year, combining related enhancements and tackling them at the same time. Once we have a schedule we will post to the Help Desk.
If any of the charts are hard to read, right click on them and open it in a new tab. This will display the chart in the full size.
The first few questions of the survey were related to the improvements in 2021.
Question 1 - How happy are you with the improvements from 2021?
We were surprised this wasn't a little higher, but a couple 1 stars pulled the average down.
Question 2 - Which new 2021 features are you currently using?
No surprise that the search from the Tool Bar is extremely popular. We are also pleased to see a majority of the people using the new service call screen along with the forever notes.
Question 3 - Which features, when completed do you plan to use?
No surprise to see Drag and Drop at the top of the list. We are also pleased to see that the To Do List and App Scheduling will be highly used as well.
Question 4 asked for general feedback and we have elected to not display the individual responses as it would be hard to summarize as the feedback varied.
The rest of the survey was focused on new functionality. We first asked everyone to rank big picture concepts and then within specific modules we asked everyone to select the enhancements that would be used if completed.
Question 5 - Rank the Concepts
Out of 9 concepts we asked everyone to rank which was most important. The following chart provides the weighted ranking with Improved Reporting and Job vs. Call being the top 2 overall ranked concepts.
Communication Enhancements
Seeing the most accurate status of the Email is a no brainer. The next three require significant work but definitely value enhancements.
Customer Record Enhancements
The first and third enhancements are tied together around the concept of making notes available across locations. The second ranked enhancement ties together with the general theme of improved reporting.
Diagnostic Enhancements
We are confused by this one as we don't see how it is possible to create a diagnostic from the command center without the necessary information about what happened which can only come from the tech out in the field. Making the Diagnostic required would definitely help enforce workflow.
Dispatching Enhancements
The second enhancement has already completed earlier in the month, so we are off to good start.
To remind the tech to mark a call is done must combine notifying them outside the app - for example, via text message - and also include a time element as we don't necessarily know when the call is done except for the anticipated time for the call.
ESM Enhancements
Most of these enhancements were highly ranked.
Flat Rate Enhancements
Same as above, the top 2 enhancements here were the most ranked enhancements in the whole survey. This is signaling a shift towards greater control over pricing, especially considering the current economic climate. This will be towards the top of the list.
General Enhancements
This list includes some very complex and some very easy enhancements.
Invoicing Enhancements
The top ranked enhancement is widely popular with those that are not using the diagnostic report. It makes a lot of sense why it is ranked high, but it would require a significant format change to the invoice.
Reporting Enhancements
Much opportunity for improvement on the reports.
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