Customer feedback is crucial for ensuring project success, identifying potential bottlenecks, and improving client satisfaction. In Odoo 18, businesses can easily collect, analyze, and act upon customer feedback using the Customer Ratings feature in the Project module. This blog will discuss how to gather customer feedback on the project's progress through the method available in Odoo 18.
In Odoo 18, customer feedback is gathered as the tasks in the project progress so that the company knows that the customer is satisfied with the work that has been done and they can move to the next stage of the project.
To use this feature in Odoo 18, first, the Customer Ratings feature must be enabled. For that, navigate to Project module > Configurations > Settings.
Under the Analytics section, there is a feature called Customer Ratings, to enable the feature, check the box and click on the Save button to save the settings.
If the rating email template has to be set on stages, navigate to the link Set a Rating Email Template on Stages under the customer ratings, where all the projects along with their stages are visible. Click on View to view the form.
In the form, there are different fields such as:
* Name: Specifies the name of the stage.
* SMS Template: Assign a template to automatically send an SMS when a task reaches this stage.
* Email Template: Assign a template to automatically send an email when a task reaches this stage.
* Sequence: Determines the order of this stage within the task pipeline.
* Collapsed in Kanban: If enabled, this stage will be minimized in the Kanban view.
* Projects: Displays the projects that use this stage.
* Rating Email Template: Here, a mail template that has to be used for sending the rating mail can be provided.
* Automatic Kanban Status: If this field is enabled when a customer replies to the feedback mail for this stage as good, the state of the task is changed to Approved (green bullet), and if it is replied as neutral or bad, the state is set to Changes Requested (orange bullet). That is, it automatically changes the state of the task in the Kanban view.
Now to check how a rating template can be set to a stage of a particular project, let's create a project. For that, go to the dashboard of the project module and click on the New button.
When the project creation form appears, enter the project name in the Name field, enable Timesheets to track logged hours, and activate the Billable option so that a customer can be added to the project and time and materials can be invoiced to the customer. Additionally, you can specify an email alias to automatically create tasks when an email is sent to that address in the Create tasks by sending an email to the field. Upon clicking the Create Project button, a new page opens, allowing you to configure task stages.
Configure the task stages by adding the name of the stage in the stage field, and then clicking on the Add button to add the stages. To add a task to the stage, click on the + icon.
When it is clicked, a task creation form appears where the task name has to be added in the Task Title field and also provide the Assignee in the Assignees field. Then click on the Add button to add the stage.
Add all the tasks required. Now for this project, let's say, the customer rating has to be taken when a task reaches the stage ‘Done’. To configure that, click on the settings of the ‘Done’ stage where an Edit option is there. Click on Edit.
In the form that appears, select the Rating Email Template, and also enable the check box for Automatic Kanban Status if the state of the task has to be changed according to the rating provided by the customer. If the rating provided by the customer is Good, the state changes to Approved (Green bulletin) and if the rating is provided as Bad or Neutral the state is set to Changes (Orange bulletin). After providing the details click on Save & Close.
Now, a customer has to be added for the task so that the mail will be sent to the customer and the customer can provide the rating. Click on the task to view it’s form and add the Customer in the customer field.
Once the customer has been added, make sure that the mail id for the customer has been configured properly. Go to the internal link of the customer, and check the email field.
Now, since a mail has to be sent an outgoing mail server has to be configured. For that, go to Settings and under the Emails section, enable Use Custom Email Servers and go to the Outgoing Email Servers link.
A new page appears, click on New to configure a new outgoing mail server.
Provide the correct configurations to create the outgoing mail server. Set a Name for the mail server, select the appropriate Server Type, Server name, Port, SLS/TLS, and also provide the Login Information such as the Username and Password. Then click on Test & Confirm, to test the connection and confirm it.
If the connection is successful, a message Connection Test Successful is shown.
Now go back to the project and change the stage of the task to the ‘Done’ stage.
The rating mail template has been set for the stage ‘Done’, and since the task has reached that stage, the mail will be sent to the customer.
This is the mail that will be sent to the customer, and the customer can provide the rating from here. Once the rating has been provided, customers will be directed to a new page where they can give feedback in the space provided and click on Send Feedback.
Go back to the Task of the project, and there the rating that was provided by the customer can be seen. Here, since the feedback has been given as ‘Good’ by the customer, the green smiley can be seen over there.
The Kanban state has been automatically changed to ‘Approved’ and the green bulletin can be seen.
Also, the written feedback provided by the customer can be seen in the chatter.
And there will be a smart tab that shows the Last Rating.
Click on the smart tab to view the details, such as the Assigned to employee along with the Project and Task for which the rating was provided. The comment and rating that has been given, as well as the Submitted On and the customer can also be viewed from here.
So this is how customer feedback can be gathered on project progress in Odoo 18. It is basically essential for maintaining transparency, improving project outcomes, and enhancing customer satisfaction.
To read more about How to Track Customer Satisfaction on Tasks With Odoo 16 Project App, refer to our blog How to Track Customer Satisfaction on Tasks With Odoo 16 Project App.