Service Evaluations

Service Evaluations provide a structured way for customers to rate service quality. Evaluations are completed from JM Connect, and allow clients to specify areas needing improvement, request additional services, and leave comments.

Benefits of Service Evaluations	Evaluation Geofence
Adding Service Evaluations	Restrict Signature Outside Geofence
Completing Service Evaluations	Reports
Service Evaluation Summary	FAQ

Benefits of Service Evaluations

Accountability - Regular feedback uncovers issues early, allowing managers to correct them before they escalate while improving customer satisfaction.

Business Growth - Consulting with customers about their service needs may lead to upselling opportunities.

Documentation - Signed evaluations provide a verified record of service quality, offer protection in disputes, and support contract renewals.

For best results, locations should have active areas, assigned services, and a geofence.

Adding Service Evaluations

Service Evaluations can be created from the web portal or JM Connect. Evaluations cannot be backdated.

Web

1. Go to Customers > Manage Service Evaluations.
2. Click + New Service Evaluation.
3. Fill in the information.
   • Customer and Location - Where the evaluation will occur.
   • Date - When the evaluation should occur.
   • Contact Person - The client who will be completing the evaluation.
4. Click Save to create the Service Evaluation.

JM Connect

1. Tap the Service Evaluations icon.
2. Tap + in the top right-hand corner.
3. Fill in the information.
   • Customer and Location - Where the evaluation will occur.
   • Date - When the evaluation should occur.
   • Contact Person - The client who will be completing the evaluation.
4. Tap Save to create the Service Evaluation.

Completing Service Evaluations

Service Evaluations must be completed from JM Connect.

1. On JM Connect, tap the Service Evaluations icon.
2. Swipe left on an existing Service Evaluation.
3. Fill in the information. Required fields are marked with an asterisk (*).
   • Customer Review* - Acceptable or Unacceptable.
     • These ratings cannot be edited.
   • Additional Comments - Any comments related to the evaluation.
   • Requested Extra Work - Any requested services assigned to the location.
   • Areas Needing Improvement - Areas of the location that need review.
   • Manager Signature* - Manager signature.
   • Customer Signature* - Customer (contact person) signature.
     
     • Date/time is recorded when manager and customer signatures are added.
4. Tap Save to save changes.
5. Tap Complete to close the service evaluation.

Evaluation Geofence

The user's GPS coordinates are recorded when a service evaluation is completed. The GPS coordinates are compared to the location's geofence to determine if the evaluation was completed on or off-site.

To view GPS coordinates:

1. On the web, go to Customers > Manage Service Evaluations.
2. The Geofence column will show Within Geofence or Outside Geofence.
   
3. Click the GPS pin to view the coordinates on a map against the location's geofence.
   

Restricting Signatures Outside the Geofence

By default, Service Evaluations can be completed within or outside the location's geofence. If Restrict Service Evaluation Signature Outside Location is enabled, users cannot complete service evaluations if they are outside the location's geofence.

To enable:

1. On the portal site, go to Gear icon > Manage Account.
2. Open the Settings tab.
3. Enable Restrict Service Evaluation Signature Outside Location.
   

Service Evaluation Summary

The Service Evaluation Summary can be sent directly to clients, employees, or any other specified email addresses, and includes the following details:

Customer and location name Completion timestamp (EST) Contact person name Customer review (acceptable vs. unacceptable) Areas needing improvement

Requested extra work Additional comments Manager signature Contact person signature

Web

1. Go to Customers > Manage Service Evaluations.
2. Click the Email button in the Actions column for a completed SE.
3. Choose the email recipients:
   • Send to Client - Location's primary contact email address.
   • Employees - Employee email address.
   • Email(s) - Any specified email addresses, comma-separated.
4. Click Send.

JM Connect

Coming soon!

Reports

Reports > Service Evaluations > Average Evaluation Score

The Average Evaluation Score report shows the number of completed evaluations, acceptance ratio (%), and last completed evaluation date by location within the date range.

FAQ

Question: Can I use service evaluations to send customers a checklist/list of questions where they can rate service satisfaction?

Answer: No, checklists cannot be attached to service evaluations. If you would like to measure service satisfaction using a rated checklist, we suggest using Quality Checks.

Question: Are deleted service evaluations recoverable?

Answer: No, deleting a service evaluation is permanent and cannot be undone.

Question: Can service evaluations be completed outside the geofence?

Answer: Yes, service evaluations can be completed from outside the geofence by default. Enabling Restrict Service Evaluation Signature Outside Location will not allow evaluations to be marked Complete outside the location's geofence.

Question: Why am I receiving a message that says 'Must complete within geofence' when trying to complete a service evaluation on JM Connect?

Answer: This message is received if:

• Restrict Service Evaluation Signature Outside Location is enabled.
• Your device GPS is not locating you within the location's geofence.

Confirm that you are within the location's geofence and try again.

For more information, or to send in a request to the Janitorial Manager support department, use the red 'Help' button in the bottom right corner of any Help Desk article.