Signatures in Customer Feedback Forms

Available as standard on the Enterprise tier and as an add-on to the Advanced tier:

Essentials
Advanced +Add-on
Enterprise

Contents

What is a Signature in a Customer Feedback form?

Customer Feedback (browser-based) forms provide a way to collect information from your customers. There’s no need for them to sign in as TrueContext users, and no need for your Mobile app workforce to hand a customer their device.

Signature questions in a Customer Feedback form enable contactless signatures as part of a remote workflow. This means that you can ask for customer sign-off on a Site Readiness check, after a delivery, or after scheduled maintenance.

Example of a Signature in a Customer Feedback form

Specialty movers, delivery services, and equipment maintenance companies often have strict regulatory requirements for customer sign-off and physical distancing. The following example shows how a company can use a Signature question in a Customer Feedback form to obtain contactless sign-off.

A specialty piano moving company must obtain customer sign-off after delivering a piano to the customer’s location. In this example, the Citizen Developer sets up an automated process that uses a Customer Feedback Data Destination to send the customer form.

  1. The piano mover follows a protocol that includes a visual inspection and photograph of the piano on arrival at the customer location. The completed form captures the results and an image.

    Form that shows the customer name, customer email, piano condition, and photo of the piano at the customer site

  2. When the mover submits the form with a condition of “Pass”, the system sends

    The following example shows the customer email, which you can easily configure with the required text and branding.

    Customer email with PDF document attached and link that takes the user to a browser-based customer feedback form

    Info:In this example, the system sends a customer email for a “Pass” condition only. That way, the supervisor can decide when and how to contact the customer to discuss any issues with the delivery.

  3. The customer follows the link to open the feedback form in a web browser.

    Customer feedback form shown in a web browser, with configurable branding, condition on arrival populated from the submitted form, button that opens signature window

  4. The customer opens the signature window, adds their signature, and then submits the form.

    Customer signature form ready to submit, shows the condition on arrival from the mover's submitted form and the customer's signature

  5. With an Email Destination configured for the customer form, the system sends the supervisor a notification email. The email includes a link to the form submission details in the Web Portal. The following example shows how the system displays the details, including the customer signature.

    Form submission details with customer signature displayed

Limitations of Signature questions in a Customer Feedback form

You can add Signature questions to both Customer Feedback (browser-based) and Mobile App forms. The following limitations apply to both types of forms.

  • Signature questions use the Attachment data type, and you can dispatch a signature from one form to another (target) form. Within a single form, however, you can’t use Conditional Logic to set other questions to the value of a Signature.
  • Some people prefer to use a touch pad or touchscreen rather than a mouse to write their signatures. Customers can use any supported browser on their tablet, smart phone, or laptop to open and complete a form.

  • We support Customer Feedback forms on the latest versions of the following browsers:

    • Google Chrome™
    • Mozilla Firefox
    • Apple® Safari®
    • Microsoft Edge