Gaining Visibility into Satisfaction Rates
SuperUser Account
/ Categories: The Basics Blog

Gaining Visibility into Satisfaction Rates

Introducing an easy way for customers to rate our performance

"Rate Your Project"  

You've probably noticed some Netflix-like feedback buttons where you can quickly advise us how we did on each order.  We're working on tracing these review metrics back to everyone who touches each of your orders, so we can find patterns and continually upgrade our quality and reduce revisions which are costly to your productivity and reputation.    

Why only Good and Not Good: 

We wanted to build this feature in a way that minimized the clicking and typing by our customers because getting broader-based feedback will give us more insights over less reviews with more depth.  Reading through 100s of text reviews will be slow and make it hard to find trends. We had 750 reviews the same day we launched; we hope this trend continues.

How we'll use the feedback: 

There are several people that work together in each job that we deliver: our artist, artist team leader, production manager, revision scheduler, and final Seattle office proofer.  We can score each job as 1 for Thumbs Up and 2 for Thumbs Down, and then we can give each person their average. We will be able to see trends and come up with correctional plans to try to get everyone as close as we can to perfect Thumbs Up scores.

We can also pull a report that shows us which customers who normally give us Thumbs Up and then a few Thumbs Downs, so we can then send the unsatisfactory artworks to our Ignition Drawing manager for deeper research. 

We will be able to identify artist training changes, unpopular techniques, and confusing order form questions and good ideas.

Thanks, 

Cory Dean 

 

Here are some screens where you'll find the ratings feature: 

"RATE YOUR PROJECT" IS ACCESSIBLE ON EVERY CUSTOMER'S DASHBOARD:

When you log on to your Ignition Drawing account, the "Rate Your Project" feature is available in the top left corner.

The last project you've ordered that has NOT been rated yet will automatically appear.  

THE FUNCTIONALITY IS ALSO ACCESSIBLE FROM INDIVIDUAL ORDER DETAIL SCREENS:

The "Rate Your Project" feature is also accessible from your Order Details screen. 
Let us know if we me
t your expectations with each vector or digitizing order placed. 

CUSTOMERS CAN EASILY RATE MORE THAN ONE PROJECT AT A TIME:

If you want to rate more projects, you needn't open each project record individually. 
You can rate more from the Search Orders function or from your Dashboard via a "Rate More Projects"  pop-up screen, like what you see below: 


 

We hope you will find this feature helpful.  Let us know what you think in the comments below. 

We look forward to receiving your feedback.

 

 

 

Previous Article Vector File Formats
Next Article Survey Results, Steady Improvements
Print
341 Rate this article:
No rating

Leave a comment

This form collects your name, email, IP address and content so that we can keep track of the comments placed on the website. For more info check our Privacy Policy and Terms Of Use where you will get more info on where, how and why we store your data.
Add comment

Theme picker

Survey Results, Steady Improvements

Survey Results, Steady Improvements

First of all, thank you all who participated in our annual survey!  We appreciate your candor and feedback about our processes, our people, and our services. What did we learn? 

Gaining Visibility into Satisfaction Rates

Gaining Visibility into Satisfaction Rates

"Rate Your Project" is the latest new feature on your Ignition Drawing Dashboard: Simply click to report your satifsfaction level. 

 

Vector File Formats

Vector File Formats

You’ve browsed our site and are placing a vector order, then find you're stumped by all the various file format options. Which one do you need?  What are they used for?  We're here to help! 

Stitch Counts

Stitch Counts

WHAT WE KNOW FOR SURE:
QUALITY EMBROIDERY REQUIRES OPTIMIZED STITCH COUNT

Here at Ignition Drawing, we know what it takes to get every stitch count “Just Right” every time.  

New Year, New Starts!

New Year, New Starts!

This year, newcomer Anjuli joins our staff and we welcome back Andrea! 
Longtime embroidery expert Jesse Elliot steps back as our joint team leader. 

Missing Our Friend...

Missing Our Friend...

From the very start: 
Don helped build a strong online presence for our business. 

We will miss him dearly. 

Covid Survival: Seen through the Eyes of Velociterra's Founder

Covid Survival: Seen through the Eyes of Velociterra's Founder

2020 Year-in-Review: 
From Full of Hope to Grateful for Loyal Customers

Hear how the founder of Velociterra companies Ignition Drawing (Vector and Digitzing), Arrow Emblems (Custom Patch Supplier), and Emerald City Decoration (Contract Embroidery) weathered the storms of 2020, the Covid crisis, re-fit an overseas factory, and launched a series of new products to keep our 220 employees working, engaged, and contributing during the year everyone wants to forget. 

Working with ZIP files

Working with ZIP files

Zip files(.zip) are compressed single files, sometimes called "archives", that contain one or more documents, photographs, videos or any variety of files. Zips make it easy to keep related files together similar to folders, but make transporting, e-mailing, downloading and...

Continue Reading →

Why did we change to Ignition Drawing?

Why did we change to Ignition Drawing?

Its been a long time coming to add more personality to our business. We set out to relaunch our brand, with something more memorable and modern.  How was our brand originally chosen? • When the business was started in 2003, we knew...

Continue Reading →

RSS
1234