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Support Process: Resident rating responses

Carla Reed
on 3/7/19, 3:58 PM 17 views
Pick up rating experience roll out

Effective today we will start asking residents to rate their pick up experience after the locker door is released during pick up.

Here is a screenshot of what the resident will see.

Once this survey is submitted the resident will receive one of the following emails based on their rating.

5 Star Rating Email:

3 Star Rating or Below:

We expect residents to reply to these emails and have created the below process to ensure they are heard.

T2 receives an email offering feedback

  • T2 will reply to the email using one of the templates below.

    • Carrier Issue - Rating Template

    • Generic - Rating Template

  • After this email is responded to, the T2 rep will forward the email to rssupes@luxerone.com

  • The supervisory team will IDS on these items and escalate the issues to the correct department

Keep Informed

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Asked: 3/7/19, 3:58 PM
Seen: 17 times
Last updated: 3/7/19, 3:59 PM