Compliments, Complaints & Suggestions (CCS)
The CCS form is ciopulse’s third listening post. Unlike transactional surveys (tied to a ticket) and relationship surveys (sent to a list), the CCS form is always available — you publish the link wherever your customers can find it and they submit feedback any time. This page covers publishing the form, the alerts it can raise, and the slider, report and dashboard for reviewing what comes in.
What the CCS form captures
Section titled “What the CCS form captures”Each submission records:
- The feedback type — Compliment, Complaint or Suggestion.
- The customer’s verbatim feedback.
- Whether the customer wants to be contacted, and their contact details if they do.
- A reference number, generated automatically by ciopulse.
Publishing the form
Section titled “Publishing the form”Find your CCS form URL under View your URLs in the Portal, then publish it wherever customers will see it — an intranet page, an email footer, a poster QR code, or a link in a newsletter. You can attribute feedback to a team by adding &rgid= with a Support Group Code; without it, feedback isn’t tied to a specific group.
CCS alerts
Section titled “CCS alerts”ciopulse can SMS the relevant Support Lead (and email a report) the day after feedback is received. Choose what triggers an alert in Preferences → CCS Alerts:
- Complaints only
- All feedback (compliments, complaints and suggestions)
- Only when the customer asked to be contacted
- No alerts
Alerts follow the same Alert Time, Timezone and Weekend Alerts settings as Service Recovery. The point of the alert is to prompt a quick, human response — thank the customer, and where relevant acknowledge the issue and make it right.
Reviewing CCS feedback
Section titled “Reviewing CCS feedback”Live CCS slider
Section titled “Live CCS slider”A scrolling display of the most recent 20 submissions, ideal for a wall screen near the service desk. URL base: app.cio-pulse.com/ccs/feedback. Useful parameters:
| Parameter | Effect |
|---|---|
rgid |
Show feedback for one Support Group (omit for all) |
combine |
y includes a Department’s Teams; n just the Department (see the combine parameter) |
ccstypes |
Three 1/0 flags for Compliments/Complaints/Suggestions, e.g. 100 = compliments only. Default 111 |
ccsdisplay |
Six 1/0 flags to show/hide the fields under each comment. Default 111111 |
contrast |
Renders the detail text in white for readability from a distance |
The slider refreshes hourly and only shows feedback longer than three characters.
CCS feedback report
Section titled “CCS feedback report”An on-demand or scheduled report of submissions, as PDF or CSV. URL base: app.cio-pulse.com/ccs/survey-responses. Key parameters: rgid, combine, ccstypes, from/to (yyyy-mm-dd), format (csv/pdf), limit (≤10,000), sort (1–5), and sendto (admin, lead, select, or an authorised email address). Support Leads are automatically emailed the previous month’s CCS feedback for their groups on the 1st of each month.
CCS dashboard
Section titled “CCS dashboard”An interactive dashboard to view, search, sort and filter all CCS feedback — open it with dashid=CCS. See Dashboards & reports for how to filter, pre-filter and share dashboards.
Who gets which CCS report, when
Section titled “Who gets which CCS report, when”Two reports are automated: the daily CCS alert (at your Alert Time, covering the previous 24 hours) and the monthly CCS feedback report (1st of the month, previous calendar month). Who receives them depends on:
- Which Support Groups a contact is a Support Lead or Also Alert for.
- Also Alerts for SR Only — when Yes, Also Alerts get only the daily alert, not the monthly report.
- Department CCS Reporting Preference — controls whether a Department’s lead also receives feedback for the Teams beneath it.
Each contact receives at most one of each report, consolidating all the Support Groups they’re responsible for.
Still need help? Email support@cio-pulse.com.