“BO Rating”: One-touch tool to evaluate services by BO

Getting feedback from customers is an indispensable part for a business to improve its service quality. Internal customers – FSOFT employees – can now quickly evaluate their experience after being supported by the Back Office (BO) with daily related work using the BO Rating system, which will be launched in the end of this June.

The BO Rating system is deployed in two forms: Offline and Online. With the Offline form, the Tablet screen will be placed at the office door of the BO units where there is direct interaction with staff from other departments such as SSC, AF and IT. Employees after working directly with BO employees can give a quick assessment on the tablet screen.

With the online form, employees can quickly evaluate right on the header of the notification email from the tool system every time they receive an email informing about the status of requests at each service termination point by each specific department.

BO Rating is designed with eye-catching and easy-to-use with an interface using bright colors. Employees only need to make a quick assessment by selecting the icon corresponding to their satisfaction level after being supported by the BO block. Especially, these reviews will be anonymous. Summary of weekly departmental evaluation and ranking results will be publicly announced on FSOFT’s communication channels.

Mr. Phan Dinh Phat (iDX) – PO of the project, said, “BO Rating is to collect the evaluations of employees anytime, anywhere and immediately after being supported by the BO in order to record one’s feelings in the most accurate way. From the assessment of the satisfaction level of employees, the BO will know the shortcomings and unreasonable points in the current work process of the unit to improve, change and upgrade their services. The ultimate goal is to provide the internal customers – FSOFTers, with excellent service quality and satisfaction.

“If so, it is very convenient for users because sometimes I also want to have an official feedback channel where employees can express their feelings and evaluate the quality of the support we receive easily. The interface is very beautiful, like that of a game. This model is quite similar to what some big banks or commercial centers are implementing”, shared Ms. Tran Thi Thu Phuong (GAM.IVI).

Mr. Nguyen Quoc An (GAM) said, “I find the deployment model of BO Rating very modern and reasonable. Users do not need to fill out or type down much. They just need to choose their own reaction to complete the assessment. This is completely different from other quality surveys implemented at FSOFT so far”.

For phase 1, BO Rating will be piloted in Hoa Lac campus in June 2022 with the offline form. After that, the program will be expanded nationwide and continue with the online form in July 2022.

IDX