After an interaction with a person (typically maintenance or activities), you have the option to send an experience survey, so you can easily monitor satisfaction and address any necessary issues.

The results of the experience survey are private, only viewable by you. Results automatically update experience scores throughout the system, and are visible on the item that created the interaction, as welll as in reports.

• If an experience involves a unit, the respondent has the opportunity to rate the unit. This adjusts the unit experience score.
• If the experience involves a vendor, the respondent has the opportunity to rate the vendor. This adjusts the vendor experience score. A summary of rating scores and comments are included in the vendor profile.
• When your company is rated, this adjusts your company score. Your recommendation score graph displays on your dashboard, along with an indicator icon when your score increases or decreases.

Experience surveys are responded to through your website, when your portal configuration is complete and you have a HERO Website. Otherwise, surveys are done from a standalone link.

To customize the message when you send an experience survey, go to Settings > Messages & Letters > System Message & Letter Templates > Experience Survey: Any. Adjust the template to your liking, and select Save.

To send an experience survey, select the Send Experience Survey button that displays on a completed experience, like a work order, meeting, move-out, or showing. The message will be sent according to the person's configured message preferences.

When a survey response is received, a notice displays in your Updates & Alerts. Select it to view the original item and the survey response.

To report on all experience surveys received in a given timeframe, select Management > Company/Office > Company > Reports > Type of Experience Survey.

To view individual experience ratings on units, vendors, etc., go to their view. The rating will appear as either a star or a meter icon; select it for details.