Customer Satisfaction Report

Use this program to produce a report of those RAs on which an incident entry has been recorded through the Incident Entry window. Information listed includes the RA#, date and time of the transaction, Employee issuing the adjustment, reason code and amount of adjustment, and comments entered in reference to the situation.

The report can be selected by RA#, by Date, Location, Employee who made the incident entry, by Reason Code, CDPID, Salesman Code, and/or by Source Code. Selections are also available for how the data is sorted on the report.

To access the Customer Satisfaction Report, type INCRPT (RET) at any menu "OPTION:" field or the appropriate line number on the Incident Entry sub-menu of the Daily Procedures Menu. The screen will then display:

OPTION: __ CUSTOMER SATISFACTION REPORT

1 Start RA # FIRST 20 Detail/Summary D
2 End RA # LAST 21 Page Break Level
3 Start DBR Date 08-28-08 22 Print/Display P
4 Start DBR Time 0000
5 End DBR Date 08-28-08
6 End DBR Time 2359
7 Location TUS
8 Employee ALL
9 Employee Type 1 (1=Inc, 2=Close, 3=Open)
10 Begin Reason
11 End Reason
12 Start CDPID FIRST
13 End CDPID LAST
14 Start Salesman FIRST
15 End Salesman LAST
16 Source Code ALL
17 Show Comments N
18 Primary Sort 1 (1=Location, 2=Source)
19 Secondary Sort 1 (1=Date/Employee, 2=Reason Code)

1BEGIN 2 3ERASE 4 5BACKUP 6 7HELP 8

Enter data as follows:

1. START RA#

Enter up to 8 alphanumeric characters to indicate the first RA to be included in the report. Press RET to default to the lowest RA Number for the dates and location requested.

EXAMPLE: Type 10003400 (RET)

2. END RA#

Enter up to 8 alphanumeric characters to indicate the last RA to be included in the report. Press RET to default to the highest RA Number for the dates and location requested.

EXAMPLE: Type 10004000 (RET)

3. START DBR DATE

Using your selected date format, enter the starting DBR date. Press RET to default to today's date.

EXAMPLE: Type 080108 (RET)

4. START DBR TIME

Using your selected time format, enter the Starting DBR Time. Press RET to default to midnight.

EXAMPLE: Press (RET)

5. END DBR DATE

Using your selected date format, enter the ending DBR date. Press RET to default to today's date.

EXAMPLE: Type 081508 (RET)

6. END DBR TIME

Using your selected time format, enter the Ending DBR Time. Press RET to default to midnight.

EXAMPLE: Press (RET)

7. LOCATION

This field refers to the Location entered on the incident entry transaction. Enter:

1. Up to 6 alphanumeric characters to select a single location.

2. A Group Name representing several locations.

3. Press RETURN to accept the default location.

EXAMPLE: Type TUS (RET)

8. EMPLOYEE

Enter up to 6 alphanumeric characters to select a single Employee code. This will restrict the report to only those RAs with incident entries that were entered by this employee.Press RET to default to All Employees.

EXAMPLE: Type MIKE (RET)

9. EMPLOYEE TYPE

Enter:

1 = Show all incident records created by the employee designated in Field 8.

2 = Show incident records created by all users for RAs closed by the employee designated in Field 8.

3 = Show incident records created by all users for RAs opened by the employee designated in Field 8.

EXAMPLE: Type 1 (RET)

10. BEG REASON

Enter up to 3 numeric characters to indicate a starting reason code for the incident entries.

EXAMPLE: Type 1 (RET)

11. END REASON

Enter up to 3 numeric characters to indicate the ending reason code for the incident entries.

EXAMPLE: Type 100 (RET)

12. START CDPID

Enter up to 10 alphanumeric characters to indicate a starting Corporate Discount Plan ID number or press (RET) to default to the "FIRST" one.

EXAMPLE: Press (RET)

13. END CDPID

Enter up to 10 alphanumeric characters to indicate an ending Corporate Discount Plan ID number or press (RET) to default to the "LAST" one.

EXAMPLE: Press (RET)

14. START SALESMAN

Enter up to 6 characters to indicate a starting Salesman code or press (RET) to default to the "FIRST": one.

EXAMPLE: Type DAVE (RET)

15. END SALESMAN

Enter up to 6 characters to indicate an ending Salesman code or press (RET) to default to the "LAST": one.

EXAMPLE: Type DAVE (RET)

16. SOURCE CODE

For the Source Code, enter:

1. Up to 5 alphanumeric characters to select a single Source Code.

2. A Source Group Code representing several Source Codes (see the Chapter Edit Source Groups for details). Remember, the first character of a Group Name is the plus sign "+".

3. Press (RET) to include “ALL” Sources.

EXAMPLE: Press (RET)

17. ALL COMMENTS

Indicate whether or not all comments entered on incident entry records should be included in the report.

Y = Yes, include all comments

N = No, comments will not print on this report

EXAMPLE: Type Y (RET)

SORT ORDERS

The next fields allow the user to determine in what order the data will be printed. There are two possible sorts available on this report, the primary and secondary sorts.

The PRIMARY sort allows you to group data under major headings. As an example, incidents can be grouped by the opening Location or Source.

The SECONDARY sort allows you to determine in which order the reservations will appear under the major sort. As an example, incidents can be made to appear by Date and Employee Code or by Reason Code under each Location grouping.

18. PRIMARY SORT

Enter 1 alpha character to select the Primary Sort.

1 =Sort by opening Location.

2 =Sort by Source Code.

EXAMPLE: Type 1 (RET)

19. SECONDARY SORT

Enter 1 alpha character to select the Secondary Sort.

1 =Sort first by date, then by employee code within each date. (Employee Code of the user who created the incident record.)

2 =Sort numerically by Reason Code.

EXAMPLE: Type 1 (RET)

20. DETAIL/ SUMMARY

Enter 1 alpha character to select the report format:

D =Detailed Report

S =Summary Report

EXAMPLE: Type D (RET)

21. PAGE BREAK LVL

Enter:

1 or blank = no page breaks

2 = start a new page for each new date if sorting by date or for each new reason code when sorting by reason code

EXAMPLE: Press (RET)

22. PRINT/ DISPLAY

P = Print a hard copy of this report on your terminal's assigned printer or to send as an e-mail. See the Edit Terminal Records Chapter for instructions on how to assign printers and send reports as e-mail messages.

D = Display this report on your terminal screen. See the General Data Entry Instructions Chapter on how to control the screen display.

EXAMPLE: Type P (RET)

The screen will then display:

OPTION: __ CUSTOMER SATISFACTION REPORT

1 Start RA # 10003400 20 Detail/Summary D
2 End RA # 10004000 21 Page Break Level
3 Start DBR Date 08-01-08 22 Print/Display P
4 Start DBR Time 0000
5 End DBR Date 08-15-08
6 End DBR Time 2359
7 Location TUS
8 Employee MIKE
9 Employee Type 1 (1=Inc, 2=Close, 3=Open)
10 Begin Reason 1
11 End Reason 100
12 Start CDPID FIRST
13 End CDPID LAST
14 Start Salesman DAVE
15 End Salesman DAVE
16 Source Code ALL
17 Show Comments Y
18 Primary Sort 1 (1=Location, 2=Source)
19 Secondary Sort 1 (1=Date/Employee, 2=Reason Code)

1BEGIN 2 3ERASE 4 5BACKUP 6 7HELP 8

PRESS "F1" AT "OPTION:" TO BEGIN PRINTING.

Notes on reading the report:

Shown below are the column headings on the report. Explanations of the abbreviations follow.

--------------------------------------------------------------------------------
RA#      Date     Time Empl   RC AC L FCN  AC#2 Amt AC#3 Amt   CSC#
--------------------------------------------------------------------------------
RA#         RA# or Res # involved
Date        Date the incident entry was made
Time        Time the incident entry was made
Empl        Employee Code of user making the entry
RC          Reason Code (Problem Code)
AC          Action Code
L           Levelof customer satisfaction
FCN         Function during which the incident was added.
            The functions are defined as follows:
                1 = Incident was added while the RA was open.
                2 = Incident was added during a vehicle exchange.
                3 = Incident was added during the process of closing the RA.
                4 = Incident was added while editing a closed RA.
                5 = Incident is unrelated to a RA or Reservation
AC#2 Amt    If the Action Code is "2" (rental agreement adjustment),
            this is the amount of the adjustment.
AC#3 Amt    If the Action Code (AC) is a "3" (certificate),
            this is the amount of the certificate.
CSC#        Customer Service Certificate #
            (number of the certificate issued if applicable)
Comment     The first 58 characters from the first line
            of the comment print here.

When Incident Entry Action 5 (minimum age override) is used, the report prints the drivers age, the vehicle class reserved, and the vehicle class rented.