This article explains how to capture compliments, complaints and other feedback using the Lumary CM Mobile Experience.
Required packages and permissions
Available with: Lumary 22 minor release 2 with Lumary Mobile CM 1.0, and later
Permission set: Lumary - CM Mobile User and Lumary - CM Mobile Incident Management
This article explains how to:
- launch the feedback form
- capture basic information
- add feedback details, and
- include attachments and finalise.
Launch the feedback form
To launch the incident management features to capture feedback:
- From your Home screen tap on the Log Incident button.
A progress bar at the top of the form shows you where you're up to in the process.
Avoid using your back button while working through the form. Using the back button may take you out of the form and remove any information you've added.
Capture basic information
To capture basic feedback information:
- Under Recording an Incident or Feedback? select Feedback.
- This will reveal the What type of Feedback? question.
- Select Complaint or Compliment.
If you select Complaint, the record created to track the feedback will include additional options to track complaint resolution.
- Tap on the Next button.
This will take you to a screen that captures information under fields listed in the following table. Mandatory fields are marked with an asterisk. Some responses may open additional mandatory fields.
| Field | Purpose and use |
|---|---|
| * User who reported or captured this Incident / Feedback? |
This will auto-fill with your name. |
| * Date and Time Feedback Received |
Tap the field and use the popup to select the date and time the feedback was received. Tap Set to save your selection. |
| * Who raised the Feedback? |
The option you select for this question may reveal additional fields for you to complete.
|
| * Is this being raised on behalf of a client? |
This field appears for all options other than Client. Selecting Yes will reveal the * Client Name field. |
| * Client Name |
Search for and select the name of the client who raised the feedback. |
- Once you've filled in all of the mandatory fields, tap on the Next button.
Add feedback details
Once you've added basic information, the next screen captures details of the feedback. Use the Domain Choice field to select the type of feedback. For most options, this will reveal a Sub Domain Choice field with different options depending on the main domain.
The standard domain options and sub options are listed in the following table. These may be different depending on what's been set up in your environment.
| * Domain Choice | * Sub Domain Choice |
|---|---|
| Service |
|
| Communication |
|
| Staff/Worker |
|
| Finance |
|
| Other | The Sub Domain Choice field is hidden. |
- Once you've selected the domains, fill in the * Details of Complaint, Compliment or Feedback field.
- Fill in the * What action would you like taken / preferred outcome? field.
As well as entering text, these fields allow you to:
- apply text formatting
- link to other URLs, and
- upload images.
- For * Does the person want additional contact to be made?, select Yes or No.
- Before you move on, check what you've entered carefully. Use the Previous button to go back and make any changes.
- Tap on the Next button. This will create an incident management record and you won't be able to go back to previous screens.
Include attachments and finalise
The last screen enables you to include any attachments that have been provided to support the feedback.
- Tap on the Upload Files button or drop files on the hit area to add attachments.
- Tap on the Next button. This will display a summary of the submitted feedback record.
- Tap on the Home button to exit.
The feedback will be saved in an incident management record for review, reporting and, if required, escalation.