Run a client service review

What is a service review?

One record per client per period. It holds the agenda, your notes and decisions, the actions raised, the client's scores, and the minutes the client agrees. Open a client under Clients, then the Reviews tab.

Admins and Managers run reviews (the client_reviews.manage permission). Control can read them.

Set up how reviews run

Go to Settings → Client portal, and find Service reviews at the bottom of the page. Set these for the organisation, or for one client:

• How often, monthly or quarterly.
• Meeting day of the month. Set it, and the next review is created as a draft once its period ends, with the meeting at 10:00 that day.
• Pre-read days before the meeting, what the contract expects.
• Send the pre-read automatically, off by default.
• Review criteria, what the client scores against. You start from a 13-criterion template; edit, reorder and weight it, or give one client its own copy. A criterion a review has scored is kept as inactive when you remove it.

Prepare the review

1. On the client's Reviews tab, choose Prepare review. The period comes from the cadence, and the agenda from that period: the score, what needed attention, actions carried forward, complaints and commendations, assignment instructions to sign, standards due, one item per site.
2. Set the meeting time and check the attendees.
3. Choose Send pre-read. The client's logins are emailed a link to a PDF of the period, with the meeting to add to their calendar. You can send it again until the meeting is held; the first send time is the one the Pre-read on time figure measures.

In the meeting

Work down the agenda. Each item has notes and a decision, and an action can be raised from any item.

The first item holds the client's assessment: each criterion scored 1 to 4, where 3 meets the standard. The figure you measured sits beside the score and suggests a range, but the score is the client's, and each cell starts empty. Totals read as points and a percentage, such as 37 / 39 · 95 %, so a month above standard reads over 100 %.

If you let the client score online (a setting under Service reviews), its signers can score before the meeting. That closes when you mark the meeting as held.

Publish and agree

1. Choose Mark as held, then Publish minutes. The agenda, notes, decisions, actions, scores and today's scorecard freeze as version 1, and the client's logins are emailed a link.
2. A correction is version 2: edit, then publish again. The client reads and agrees the latest version.
3. A signer at the client agrees the minutes. The review is then the record and no longer changes; raise anything new at the next review. Choose who can agree on the Reviews tab.

Reminders

A daily job emails, once each:

• an action's owner in the last 7 days before it is due, and again the day before;
• the chair and the client on Mondays, with any overdue actions;
• the chair, when a meeting is 7 days and 1 day away with no pre-read sent.

If the daily run misses a day, the next run sends what was due, once.

There are no text messages.

The rest of the client page

• Feedback: complaints and commendations. A complaint closes once you record whether it was justified and whether an improvement was needed, and what was done. The client sees the action taken and the outcome only once the complaint is closed, so do not name an officer in them. The officer concerned is shown to the client as Officer, or by first name if you show first names. What a client raised stays in its own words.
• Documents: assignment instructions and other documents, in versions. A change is a new version, and the client's signers sign the current one.
• Contract: contract dates, the account team, and the renewal notice. A renewal inside its notice shows a banner that only you see.