SP Feedback Tracker

SP Feedback Tracker

At Cinch Home Services it is our commitment to partner with Service Professionals that deliver best in class service. It is important that we capture and follow through when feedback is received from our customers regarding positive and negative service experiences. This will ensure we are recognizing those that provide great service and also an opportunity to re-communicate our service expectations for our customers with our Service Professionals.

When receiving feedback from a customer about a Service Professional, the agent will:
  1. Acknowledge the feedback from the customer and empathize if applicable with the situation.
  2. Fill out and submit form.
  3. The information from the forms submitted will be reviewed by the Area Managers on a regular basis.

Locating Form

Internal

  1. In the Cinch Portal click Departments, then select Call Center Operations.

  2. Under Frequently Referenced, select SP Feedback Tracking.

  3. The form will display.

BPO Partners

  1. In the BPO Operations Portal scroll to the Important Links at the bottom of the page, then select Forms.

  2. Select SP Feedback Tracker.

  3. The form will display.

Enter Information

Once the form displays, begin entering all required information.
  1. SP Account Number
    1. Enter the Service Providers Account Number
  2. SJ Number
    1. Enter the Service Job Number
  3. Reason For Feedback
    1. Select 1 of the reasons displayed. Additional options will display based on the reason selected.
      1. Recall Reassignment
      2. SP Feedback from Customer
      3. SP Internal Feedback

Recall Reassignment

  1. Reason for Recall Reassignment
    1. Customer Driven
      1. Does Customer Have a Complaint Against SP
        1. Yes
          1. Select an option under Negative Customer Feedback (can be more than one)
          2. Enter Details of Customer’s Experience with SP
          3. Click Submit
        2. No
          1. Click Submit
    2. Account Inactive
      1. Click Submit
    3. SP Refused
      1. SP Refused Reason
        1. Does Not Service Brand/Equipment
        2. Bad Experience with Customer
        3. Availability/Manpower
        4. Out of Network
        5. Other
          1. Explanation of Other refusal
      2. Click Submit

SP Feedback from Customer

  1. Customer Feedback Type
    1. Positive
      1. Select an option under Positive Customer Feedback (can be more than one)
      2. Enter Details of Customer’s Experience with SP
      3. Click Submit
    2. Negative
      1. Select an option under Negative Customer Feedback (can be more than one)
      2. Enter Details of Customer’s Experience with SP
      3. Click Submit

SP Internal Feedback

  1. Internal Feedback Type
    1. Positive
      1. Select an option under Positive Internal Feedback (can be more than one)
      2. Enter Details of Internal Experience with SP
      3. Click Submit
    2. Negative
      1. Select an option under Negative Internal Feedback (can be more than one)
      2. Select an option under If Has High Cost, Select All That Apply
        1. If this does not apply, select SP Does Not Have High Cost
      3. Select an option under If Poor Workmanship, Select All That Apply
        1. If this does not apply, select SP Did Not Have Poor Workmanship
      4. Select an option under If SP Did Not Follow Process, Select All That Apply
        1. If this does not apply, select SP Followed Process
      5. Enter Details of Internal Experience with SP
      6. Click Submit

High Risk Situations

If a Customer or Service Professional escalates a complaint that can pose a risk to their well-being or to Cinch such as:
  1. Safety Issue - Service Professional does not feel safe.
  2. Police Involved - Police have been contacted.
  3. Pending Lawsuit - A lawsuit has been threatened or initiated related to the potential abuse.
  4. Threats or Harassment - There have been verbal threats or harassment from the customer.
Then see the Potential Risk to Customer or Service Professional article for the procedure to use when a Customer or Service Professional escalates a complaint regarding any of the above examples.


    • Related Articles

    • Coaching Feedback for BPO Partners

      Cinch plays an important role in the development of our Third Party (BPO) agents by providing claim-specific coaching feedback. It is important to deliver such feedback in a timely manner so we can prevent errors that could have a negative impact on ...

    • Area Manager List

      Area Manager Escalations and Contact Info Use the SP Feedback Tracker to update negative or positive feedback received regarding our Service Providers. When Outbound Calls and Public with Email comments fail to resolve the issue, if an Area Manager ...

    • S.O.S. Escalation - Potential Risk to Customer or Service Provider

      This procedure is used when a Customer or Service Provider escalates an S.O.S. complaint that can pose a risk to their well-being or to Cinch. Examples include but are not limited to: Police Contacted Verbal Threats Harassment Customer or Service ...

    • Surge Protection Process

      Surge Protection plans provide reimbursement coverage for the repair or replacement of residential electronics, electrical systems, appliances, and other electrical devices within the customer’s home that fail due to an electrical surge. There are 2 ...

    • Area Manager Escalation Process

      Agents will be required to follow department-specific guidelines when escalating a Service Professionals workmanship, conduct, or other service missed commitments to the Area Manager. Area Manager Escalation Process by Department Customer Service ...