Effectiveness Evaluation
Closing a complaint says the work was done. It does not say the work worked — that the customer is satisfied, that the cause was actually removed, that the same complaint will not arrive again next quarter. Effectiveness evaluation asks that question later, using a questionnaire the organisation writes once and reuses.
The complaint is already closed when the evaluation runs. Nothing the evaluators answer reopens it — the evaluation is a measurement, not another approval step.
How it fits together
Step 1 — Define the templates
Customer Complaints › Definitions › Effectiveness Evaluation Templates
A template is a set of questions authored with the survey designer — rating scales, single and multiple choice, free text, whatever the designer offers.
| Field | What it is |
|---|---|
| Code | Issued automatically by the module's number template |
| Name | What the evaluators will see as the survey's title |
| Description | Optional; carried into the generated survey |
| Active | Whether close approvers may still choose it |
| Questions | The survey designer |
Templates belong to the module whose records they measure. The complaint templates and the CAPA templates are separate lists with separate menus.
Retiring a template. Set it to passive. It disappears from the close-approval choice while every evaluation already made from it keeps working. A template an evaluation points at cannot be deleted; the system refuses and tells you to deactivate it instead. Deactivating the last active template is allowed — the close-approval screen then shows the evaluation choice disabled, with the reason written under it.
Step 2 — Plan it at close approval
If the module has at least one active template, the close approval screen offers:
Will effectiveness be evaluated?
Turn it on and four fields appear:
| Field | What it is |
|---|---|
| Evaluation template | Which questions to ask. Only active templates are offered |
| Start after (days) | How long after the complaint closes the evaluation should begin |
| Evaluation duration (days) | How long the evaluators have, once it starts |
| Evaluators | Who is asked. Users, roles or teams — a role puts the question to every member |
The timing is set as a count of days, not as a date, because the approval can still be rejected and re-submitted. A date chosen at this point would already be in the past by the time the complaint finally closed. The counts become real dates at the moment it closes.
Approving closes the complaint as normal and leaves the evaluation Planned. If the approval is rejected and re-submitted, whatever the approver chooses on the last pass is what stands. Turning the choice back off cancels the plan, and the cancelled row stays in the panel as a trace.
Step 3 — The survey goes out on its own
Once the start date arrives, the system generates a survey from the template, addressed to the evaluators, and publishes it. From then on it behaves like any other survey: the evaluators get their tasks, reminders and the automatic close on the due date work the usual way, and the results are read on the survey's own result screens.
The questions are a copy of the template as it was that day — editing the template afterwards changes nothing about surveys already sent.
From the survey answer screen, an action button opens the source complaint's view page in a modal, so an evaluator can see what they are judging without losing their answers.
When the survey closes, the evaluation is marked Completed.
Where the module has exactly one active template, the close-approval screen fills it in for you — with a single option there is no choice to make, and a click that decides nothing is a click worth removing.
The panel on the complaint
The complaint's view page carries one Effectiveness evaluation panel. A record has at most one live evaluation — planning again updates the one already there rather than adding beside it — so the panel shows it directly: the template, the status, the planned start and the due date.
Below them is the survey's distribution list: everyone who was asked, and when each of them answered. Someone who has not answered yet is shown as such. Where there is an answer, the eye button opens it in a modal over the record — the view page never navigates away, so you keep your place.
| Status | What it means |
|---|---|
| Planned | Dated, but the survey has not gone out yet |
| In progress | The survey is published and the evaluators owe an answer |
| Completed | The survey closed |
| Cancelled | Called off before it produced anything |
A Planned evaluation can be cancelled from this panel. One already running is stopped from the survey module's own screens.
Permissions
| Permission | What it allows |
|---|---|
QCC.CustomerComplaintEffectivenessTemplate | See the template list |
QCC.CustomerComplaintEffectivenessTemplate.Create / .Update / .Delete | Manage templates |
QCC.CustomerComplaintEffectivenessEvaluation | See the evaluations on a complaint |
QCC.CustomerComplaintEffectivenessEvaluation.Update | Cancel a planned evaluation |